Roles: owner, admin, agent
Exactly what each role may do, and the two rules that decide the rest.
Two rules generate almost everything on this page.
- Roles are ranked. Owner outranks admin outranks agent, and every permission is stated as a minimum rank. Anything an agent can do, an admin and an owner can do too.
- Managing a person needs strictly more rank than they have. Equal rank is not enough, which is why an admin cannot change another admin.
What each role can do
| Capability | Minimum role |
|---|---|
| Read leads, conversations and matches | Agent |
| Reply in a conversation, take over from the bot | Agent |
| Review, contact and finalise matches | Agent |
| Use the bot playground | Agent |
| Add and edit your own records | Agent |
| Change the business profile, categories and fields | Admin |
| Change intake questions, qualification rules, matching | Admin |
| Run the setup wizard, switch template | Admin |
| Invite, change and deactivate team members | Admin |
| Connect or re-connect a channel | Admin |
| Billing: view plans, subscribe, change plan | Owner |
| Disconnect a channel | Owner |
Agents can use the playground. It is deliberately open to every role — it is how a new agent learns what the bot actually asks before they read a real transcript.
Disconnecting a channel is owner-only even though connecting one is not. Connecting is a change; disconnecting stops every inbound lead reaching the workspace, and that is a bigger decision than editing a number.
What no role can do
- Assign the owner role. There is one owner seat, created at signup.
- Manage the owner. No rank is strictly greater than the owner's.
- Transfer ownership. Not built yet.
- See another workspace's data. Not a permission — a boundary. There is no role anywhere in this product that crosses it.
Where the server disagrees with the screen
The dashboard hides what your role cannot do, but the hiding is a convenience: every rule above is enforced on the server. If a button is missing that you expected, your role is the reason, and asking an admin to change your role is the fix.
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