Every member of a workspace has one of three roles. Roles decide what a person can change; everyone in a workspace can see the same conversations.
The three roles
| What you can do | Agent | Admin | Owner |
|---|---|---|---|
| View and reply to conversations | Yes | Yes | Yes |
| Write internal notes | Yes | Yes | Yes |
| Change status, priority, assignee and labels | Yes | Yes | Yes |
| Use saved replies and keep personal ones | Yes | Yes | Yes |
| Read the knowledge base | Yes | Yes | Yes |
| Create, edit and publish knowledge base articles | No | Yes | Yes |
| Manage shared saved replies | No | Yes | Yes |
| Manage channels, response targets and AI settings | No | Yes | Yes |
| Invite members, change roles, remove members | No | Yes (not owners) | Yes |
| See usage | No | Yes | Yes |
| Billing, delete workspace, transfer ownership | No | No | Yes |
Agent
Agents work the inbox. They reply to customers, write internal notes, set status and priority, assign conversations and use saved replies. They can read the knowledge base but not change it.
Admin
Admins run the help desk. On top of everything an agent can do, they manage channels, response targets, AI settings, shared saved replies and the knowledge base, and they invite and manage agents and other admins.
Owner
Owners can do everything, including billing and deleting the workspace. A workspace always has at least one owner. Only owners can create other owners or change an owner's role.
Good practice
- Keep at least two owners in a team of three or more, so nobody gets locked out when someone is away.
- Give admin rights to the people who maintain your help center and saved replies.
- Everyone else can start as an agent. You can change a role at any time from the Team page.