Roles & permissions

How it works

Four roles cover the common cases out of the box: owner (full control, including billing), admin (everything except billing and workspace deletion), operator (chats and day-to-day settings, no access to sensitive configuration), and viewer (read-only, useful for stakeholders who just need visibility).

When a role doesn't fit exactly, per-member overrides let you grant or revoke individual permissions without inventing a new role — an operator can be given access to one extra setting without promoting them to admin for everything.

Per-project access

For agencies or companies running several projects in one workspace, access can be scoped per project, so a contractor working on one client's chat widget never sees another client's conversations, knowledge base, or settings.

Why it matters

Support operators generally shouldn't be able to change billing details or delete a workspace, and workspace owners generally don't want to hand out that power just to let someone reply to chats. Scoped roles keep day-to-day chat work and sensitive account settings cleanly separated.

Example use case

An agency onboards a new support contractor as an operator scoped to a single client project — they can answer chats and tweak the widget's welcome message for that project, but have no visibility into the agency's other clients or billing.