> For the complete documentation index, see [llms.txt](https://docs.zaia.app/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.zaia.app/inbox/human-support/roles-and-permissions.md).

# 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**

| Role       | Access Level          | Description                                                                                                                                                                 |
| ---------- | --------------------- | --------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| **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**

| Action                                   | Admin | Member | Ops                                 |
| ---------------------------------------- | ----- | ------ | ----------------------------------- |
| 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**

| Scenario                                                              | Ideal Role         |
| --------------------------------------------------------------------- | ------------------ |
| 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**

| Category                  | Admin                   | Member                 | Ops             |
| ------------------------- | ----------------------- | ---------------------- | --------------- |
| 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  |