Roles and permissions
Which screens each of the five roles sees and which buttons it can press, screen by screen and action by action. Look up any permission here.
Last updated: September 30, 2026
Which screens each of the five roles sees and which buttons it can press, screen by screen and action by action. Look up any permission here.
Last updated: September 30, 2026
"Can an editor change the billing details?", "Can an agent export contacts?" — these questions want answering before you send the invitation. This article lists the permissions of all five roles screen by screen and action by action, so you can look one up and have the answer in a second. It is a reference list, not an introduction; if you are reading about the roles for the first time, start with Roles.
Whether someone can do a thing is the intersection of three settings:
The lists below show the widest form of each role. The access policy can narrow what you read here; it can never widen it.
| Section | Roles that can see it | Note |
|---|---|---|
| Home | Owner, Admin, Editor, Agent, Viewer | No permission required |
| Conversations | Owner, Admin, Editor, Agent, Viewer | Cannot be closed by policy |
| Automations | Owner, Admin, Editor, Agent, Viewer | Can be closed by policy |
| Contacts | Owner, Admin, Editor, Agent, Viewer | Can be closed by policy |
| Media | Owner, Admin, Editor, Agent, Viewer | Can be closed by policy |
| Reports | Owner, Admin, Editor, Viewer | Agents have no report permission |
| Insights | Owner, Admin, Editor, Viewer | Instagram accounts only |
| My profile and Posts | Owner, Admin, Editor, Agent, Viewer | Instagram accounts only |
⚠️ Note: The Agent role has no report permission at all. Even if you tick Reports and Insights in the access policy, those sections do not open for an agent. If a colleague needs to see the numbers, make them an Editor or a Viewer.
Seeing a section in the side menu does not mean being able to press every button inside it. The lists below say, section by section, which action belongs to which role.
| Settings section | Roles that can see it | Roles that can save |
|---|---|---|
| Connection (channel) | Owner, Admin | Owner, Admin |
| General | Owner, Admin, Editor, Viewer | Owner, Admin |
| Business hours | Owner, Admin, Editor, Viewer | Owner, Admin |
| Messaging | Owner, Admin, Editor, Viewer | Owner, Admin |
| Saved replies | Owner, Admin, Editor, Agent, Viewer | Owner, Admin |
| Move to another portfolio | Owner | Owner |
| Delete account | Owner | Owner |
The agent role has no settings-view permission: the Settings menu shows only Saved replies for them. The channel connection screen holds the access token and webhook status, so even seeing it requires permission — which is why editors and viewers never see that section.
Only the Owner and Admins can open the portfolio settings area (the gear in the account switcher). Editors, agents and viewers never see the gear.
| Portfolio setting | Owner | Admin |
|---|---|---|
| General (portfolio name) | Sees and changes | Sees, cannot change |
| Accounts | Yes | Yes |
| Team | Yes | Yes |
| Chat assignment rules | Yes | Yes |
| AI keys | Yes | Yes |
| Connections | Yes | Yes |
| Usage | Yes | Yes |
| Logs | Yes | Yes |
| Delete portfolio | Yes | No |
An admin does nearly everything; these five are the exceptions:
Managing the plan is the owner's job too: the team limit and the account limit come from the portfolio owner's plan. See Team limit and seats.
The following three rules apply to everyone, whatever their permissions:
A textile workshop has three people:
When the bookkeeper wants to look at the numbers once a month, the right role is Viewer: they open the reports and can touch nothing.
Use this list as a checklist when picking a role; starting low and raising it when needed is always safer than handing out the wrong one.
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