Roles and permissions

What it is

A role is the bundle of things a member is allowed to do inside your workspace. You choose it when you invite somebody and you can change it at any time afterwards.

There are four roles you can assign — Admin, Editor, Viewer, and Custom — plus the owner, who is not a role you can hand out. The owner is the workspace itself and always has everything.

Alongside the role there is a second, independent setting: Chatbot access, which limits a member to specific chatbots. The role decides what kind of work somebody can do. Chatbot access decides which chatbots they can do it to. A member with a generous role and access to one chatbot is still locked out of every other chatbot in the workspace.

When you would use it

Whenever you are about to invite somebody, or when a teammate reports that a button they expected is missing. Nine times out of ten the missing button is the role doing its job.

Where to find it

Open Dashboard → Settings → Members, then Invite member for a new person or Edit access on an existing row.

The five levels, in plain language

Owner

The person who registered the workspace. Not assignable, not removable, cannot leave.

The owner can do everything any member can do, plus the three things no member can ever be given: view and change the subscription, see invoices and the payment method, and delete the whole workspace. The Developer tab, where API keys are created, is likewise visible only in the workspace you own.

Admin

Everything a member can possibly be granted. An admin can create, edit, and delete chatbots; manage knowledge; read and manage conversations; read, edit, export, and erase customers; see analytics; configure Call Actions, channels, and the website widget; and invite, edit, and remove other members.

What an admin cannot do:

• Open Billing, change the plan, buy credits, or see invoices.
• Open the Developer tab or create API keys.
• Delete the workspace.
• Promote an existing member up to Admin — only the owner can do that.
• Edit or remove another admin. Two admins are peers; only the owner sits above them.

Give this to a business partner or an operations lead you trust with the whole product.

Editor

The day-to-day working role. An editor can view, create, and edit chatbots, use Test Chat, add and remove knowledge, read and manage conversations, read and manage customers (including export and anonymise), see analytics, and configure Call Actions, channels, and the website widget.

What an editor cannot do:

• Delete a chatbot. This is the one capability that separates Editor from Admin on the chatbot side, and it is the reason Editor is the safe default.
• Invite, edit, or remove members.
• Anything on the owner-only list: billing, developer keys, workspace deletion.

Give this to the people who actually build and run your chatbots.

Viewer

Read-only, plus the ability to try things out. A viewer can see the chatbot list and their settings, use Test Chat, read knowledge sources, read conversations, read customer profiles, and see analytics.

A viewer cannot change anything at all: no editing chatbots, no adding or removing knowledge, no editing or exporting customers, no channels, no widget, no members. Test Chat is the deliberate exception — it lets a manager satisfy themselves that the chatbot answers properly without being able to alter it.

Give this to stakeholders, reviewers, and anyone who needs visibility but not the keyboard.

Custom

Pick capabilities one at a time from a grouped checklist: Chatbots, Knowledge, Conversations, Customers, Analytics, Integrations, and Team. Use it when none of the presets fits — for example a contractor who should manage knowledge but never see customer contact details.

Custom still cannot reach the owner-only list. There is no billing checkbox to tick, and its absence is intentional rather than an oversight.

What each role can do, side by side

Capability	Owner	Admin	Editor	Viewer
See chatbots and their settings	Yes	Yes	Yes	Yes
Use Test Chat	Yes	Yes	Yes	Yes
Create and edit chatbots	Yes	Yes	Yes	No
Delete a chatbot	Yes	Yes	No	No
Read knowledge sources	Yes	Yes	Yes	Yes
Add, replace, and remove knowledge	Yes	Yes	Yes	No
Read conversations	Yes	Yes	Yes	Yes
Manage conversations	Yes	Yes	Yes	No
Read customer profiles	Yes	Yes	Yes	Yes
Edit, export, and anonymise customers	Yes	Yes	Yes	No
See analytics	Yes	Yes	Yes	Yes
Configure Call Actions	Yes	Yes	Yes	No
Connect channels	Yes	Yes	Yes	No
Configure the website widget	Yes	Yes	Yes	No
Invite and manage members	Yes	Yes	No	No
Billing, plan, invoices, credits	Yes	No	No	No
Developer keys and tokens	Yes	No	No	No
Delete the workspace	Yes	No	No	No

Custom sits wherever you put it within the rows above the billing line.

Steps

1. Open Dashboard → Settings → Members.
2. Select Invite member, or Edit access on somebody who is already there.
3. Choose the role. The drawer shows a short description under each one.
4. If you chose Custom, tick the individual capabilities. Grouped headings make it quick to give somebody "all of Knowledge" without also giving them Customers.
5. Set Chatbot access — All chatbots, or Selected chatbots with the specific ones ticked.
6. Save changes, or Send invitation for a new person.
7. Tell them to switch into your workspace from Accounts if they also have one of their own.

What you will see

The role selector lists Admin, Editor, Viewer, and Custom with a one-line description of each. Choosing Custom reveals the grouped permission checkboxes.

There is no billing checkbox anywhere in that list. Billing is not a permission that exists to be granted — it belongs to the owner and only the owner.

Picking the right role

Start smaller than feels necessary. Widening access later is a single edit; recovering a deleted chatbot is not possible at all.

• Copywriter or knowledge maintainer — Editor. They will spend their day on the Knowledge tab and never need to delete a chatbot.
• Support lead — Editor. They need conversations and customers, both of which Editor covers.
• Agency specialist on one client project — Custom, scoped to selected chatbots, with only the areas they will touch.
• Manager or stakeholder — Viewer. They get the numbers and can try the chatbot without being able to change it.
• Business partner — Admin, once you are comfortable that they can delete chatbots and manage other members.

Limits and plan notes

• Billing, invoices, credit purchases, developer keys, and workspace deletion are owner-only on every plan. No role, preset or custom, changes that. See Why Billing is owner-only.
• Only the owner can promote an existing member up to Admin.
• An admin can manage editors, viewers, and custom members, but never another admin and never themselves.
• Every member uses one seat regardless of role — a Viewer costs exactly as much as an Admin. See Seats and billing for teams.
• Roles are per workspace. Being an Admin in one client's workspace grants nothing in another.

Common problems

I made someone Admin and they still cannot open Billing.

Working as designed. Billing is owner-only. Handle plan changes and invoices yourself, or contact support if the workspace genuinely needs to belong to somebody else.

A member cannot see one particular chatbot.

Their Chatbot access is set to Selected chatbots and that one is not ticked. Edit their access and either tick it or switch them to All chatbots. Remember that new chatbots are not added to a selected list automatically.

An Editor says they cannot delete a chatbot.

Correct — deleting chatbots is Admin and above. If they genuinely need it, promote them; if they only need to stop a chatbot answering, they can pause it instead, which Editor covers.

A Viewer wants to fix a typo in the knowledge.

Viewer is read-only. Either make the change yourself, or move them to Editor. There is no half-step for knowledge.

My admin cannot remove another admin.

Only the owner can. Two admins are peers by design, so neither can lock the other out.

I want somebody to read conversations but never see contact details.

Use Custom: grant the conversations capabilities and leave the Customers group unticked. Be aware that visitors sometimes type an email address straight into the chat, so the transcript itself is not guaranteed to be free of contact details.

Why can my teammate not see the chatbots I just created?

Check three things in order: are they in your workspace at all rather than their own; is their Chatbot access limited to a list that excludes the new chatbot; and does their role include viewing chatbots. See Team member cannot see chatbots.