Where the matrix lives
Open Settings, select Organization under the Workspace heading, then select the Roles & access tab. Only members with the Admin role see this tab. The page is read-only. It helps you pick a role before you invite someone, and it does not change anyone’s role. Each role column shows the role name and a short tag under it. Hold the pointer over a role name to read who the role is for.The five roles
Capability matrix
The matrix groups ten capabilities under seven headings. A check icon means the role has the capability. A dash means it does not. The table below quotes each row label and describes the capability.Which settings pages each role sees
The Settings sidebar hides pages a role cannot use. Every role sees Profile and Organization.
Inside Organization, the Roles & access and Livechat seats tabs appear for Admins only.
Rules that apply everywhere
- Deleting agents, campaigns, and channel accounts, and bulk-deleting end users, is Admin-only.
- Admins, Members and Auditors can export data they can read. Audit log exports remain limited to Admins and Auditors. Viewer and Billing roles cannot export end-user data or resource configurations.
- Members can manage conversations within their assigned teams and inboxes. A live-chat seat is required to reply to end users directly.
- A member receives an email when their organization role changes.
Seat versus role
A live-chat seat enables direct replies to end users. The Roles & access page states this under the matrix as Seats enable direct customer interaction. Internal conversation management does not require a seat.- Only Admins and Members can hold a seat. It enables direct replies to end users within their access scope.
- Viewer, Billing and Auditor roles cannot hold a seat.
- Admins, Members and Auditors can read permitted conversations without a seat. Auditors cannot reply.
- A seat does not expand the role’s end-user data permissions, with one exception. A masked protected value can be revealed only by the seated human agent assigned to the conversation, when the policy allows it.