Roles and permissions

Reference · Updated 2026-08-11 · Describes Sprint 20

The roles are owner, administrator, manager, agent and viewer. A role is a named set of permissions; the product always checks the permission, so changing what a role includes changes behaviour everywhere at once.

The roles

Owner

Everything, plus the two nobody else can do: transferring and deleting the workspace.

Administrator

Runs the workspace: team, channels, billing.

Manager

Approves knowledge and automations, manages bookings and customers.

Agent

Answers customers and reads knowledge.

Viewer

Reads. Changes nothing.

Why permissions rather than roles

Every check in the product asks whether you hold a permission — never whether you are a manager. That is what lets separation of duties hold: knowledge approval requires the approve permission and a different person, and no role name shortcut can bypass either.