Roles & Permissions
When adding a new member to your workspace, you must assign a role that determines what the user can see and manage within the platform. These permissions directly affect how each person interacts with the Inbox, Teams, and Agent-related operations.
Available Roles
Admin
🔧 Full Access
Has unrestricted control over the entire workspace. Can manage billing, Agents, human support settings, teams, roles, and all conversations.
Member
⚙️ Standard Access
Can manage Agents, conversations, and team settings, but does not have access to billing configurations. Functionally identical to Admin within the Inbox scope.
Ops
💬 Operational Access
Designed for support agents or operational staff. Can only interact with human handoff conversations assigned to them. Cannot modify Agents, Teams, or global settings.
Role Behavior in Inbox
View Chat History
✅
✅
❌
Inspect AI message traces
✅
✅
❌
View Human Support tickets
✅
✅
✅ (only tickets assigned to them)
Change own availability status
✅
✅
✅
Transfer or reassign active tickets
✅
✅
✅ (only within their assigned team)
Manage teams & attendants
✅
✅
❌
Adjust ticket distribution (Round Robin)
✅
✅
❌
Edit Agents or tools
✅
✅
❌
Access workspace billing
✅
❌
❌
Ops Role: Focused View
Users with the Ops role are restricted to the Inbox (Human Support) section. They can:
See and reply to conversations that have been transferred to them.
Change their status (Available / Unavailable).
Transfer conversations to other team members.
They cannot:
Edit or configure Agents.
Manage Teams or distribution rules.
Access analytics or Chat History.
This makes the Ops role ideal for front-line attendants and support agents who handle live user interactions but should not modify the automation layer.
Admin & Member Roles in Inbox
Admins and Members both have full control over:
Chat History and message inspection tools.
Ticket routing and manual reassignments.
Team creation, editing, and Round Robin setup.
AI-human handoff monitoring and analytics.
The only difference between them is billing access:
Members cannot access or edit billing and subscription details.
Example Use Case
Reviewing how an Agent responded to a client and inspecting reasoning
Admin / Member
Managing workload between attendants and configuring teams
Admin / Member
Handling a client transferred from an AI Agent
Ops
Viewing cost and credit usage reports
Admin only
Summary
System Control
✅ Full
✅ Partial (no billing)
❌ None
Agent Management
✅
✅
❌
Conversation Access
✅ All
✅ All
✅ Assigned only
Configuration Permissions
✅
✅ (limited)
❌
Ideal For
Platform Owners / Leads
Project Managers
Support Agents
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