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.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.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.
- Conversation exports are limited to the Admin and Auditor roles.
- A member receives an email when their organization role changes.
Seat versus role
A live-chat seat is a reply entitlement, not a role. The Roles & access page states this under the matrix as “Livechat runs on seats, not roles”.- A seat lets an Admin, Member or Viewer handle conversations, once assigned.
- Billing and Auditor roles cannot hold a seat. On the Livechat seats tab, the seat switch for these members is disabled with the reason “Only Admin, Member and Viewer roles can hold a livechat seat”.
- Admins and Auditors can view conversations for oversight but still need a seat to reply.
- A seat adds view and manage access to end user records on top of the role’s grants. This is how a Viewer with a seat becomes a human agent.