On this page
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 |
| See the Bookings page; book, move or cancel a call, or mark it completed or a no-show, from a lead's page | Agent |
| Set your own hours, days off and time zone (Your hours) | Agent |
| Add, edit and delete your own records | Agent |
| See who is on the team, and how much of the plan is used | Agent |
| Delete a lead, with its conversation and matches | Admin |
| Accept a lead the bot turned away (Reconsider) | Admin |
| Change the business profile, categories and fields | Admin |
| Change intake questions, qualification rules, matching | Admin |
| Change what your bot may tell leads and offer, and answer the questions it could not | Admin |
| Run the setup wizard, switch template, use Ask AI and the AI draft | Admin |
| Turn booking on, choose the call and who takes it (Your next step) | Admin |
| Change the settings page | Admin |
| Set another member's hours | Admin |
| Invite, change and deactivate team members (agents only; the owner can also manage admins) | Admin |
| Connect or re-connect a channel | Admin |
| See Analytics | Admin |
| Open the Activity log | Admin |
| Open Setup history and undo a change set | Admin |
| Billing: subscribe, change plan, cancel or resume | 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.
Deleting a lead is admin and above. It removes the conversation, the answers and the matches for good, so it sits with the people who own the workspace's data rather than with everyone who reads it. If that person messages again, they arrive as a new lead and the bot starts over with them — which is also the quickest way to re-test your bot from your own phone. Delete is on the lead's row menu in Leads, on the lead's page, and in the inbox header.
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.
What each role sees in the sidebar
Everyone sees Today, Inbox, Leads, Bookings, your records and the Playground, and Your account in the account menu. Owners and admins also see Analytics and the configuration sections (Business setup and Admin, which holds Settings, Channels, Team, Activity log, Setup history and Billing). An agent who opens one of those pages by its address is told which role it needs.
The Team and Billing pages are open to everyone in part. An agent reaches them from Your account (Team and roles, Plan and usage) and can see who is on the team and the usage meters, but the page does not show them the plan, its renewal date or the invitation form (owners and admins see those).
Where the server disagrees with the screen
The dashboard hides what your role cannot do, but the hiding is a convenience: every action in the table above is enforced on the server. If a button is missing that you expected, your role is the reason. Only the owner can make someone an admin, so that is who to ask.