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Members, roles, and permissions

How workspace admins add teammates and control what each person can see and do.

What it is

Members are the people in your workspace. Each member has one or more roles. A role is a set of permissions across Analytics, Contacts, Tickets, Inbox, CX Logs, Reports, and Settings. If someone is missing a button or page, check their role.

Menu paths in this guide look like Settings, then Members. If you cannot find a page mentioned here, your account role may not have access, so ask your workspace admin.

Add a member

  1. Go to Settings, then Members, then Add member.

  2. Enter full name, email, and a password.

  3. Optionally add a phone number.

  4. Optionally set a Global agent capacity (max cases across all queues).

  5. Assign one or more Roles.

  6. Click Add member.

Edit or remove members from the row menu. The email cannot be changed after creation.

Roles and permissions

  1. Go to Settings, then Roles and Permissions.

  2. Click New role (or Duplicate an existing role).

  3. Name the role.

  4. Toggle what the role can do across Analytics, Contacts, Tickets, Inbox, CX Logs, Reports, and Settings.

  5. Save the role and assign it to members.

If someone sees "You don't have permission for this action," their role is missing that permission. An admin can grant it under Settings, then Roles and Permissions.

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