# Manage permissions with custom roles
***
## Create a new custom role
To create a new role, go to Settings > Teammates & Groups > Roles.
Click the New role button and then in the "New role" page enter a name for your role:
Next, select the permissions that project's member with this role will have:
Then save your new role.
***
## Assigning roles to your teammates
To assign a role to a teammate, go to Settings > Teammates & Groups > Teammates
* If you're inviting a new teammate, click the **"Invite Teammate"** button. On the **Invite Teammate** page, simply enter his email address and choose the appropriate role from the list before sending the invite.
* If the teammate is already a member of the project, in the **Teammates** list click on a teammate. In his profile, select a new role from the **"Role"** dropdown, then click **Update** to save the changes.
***
## Editing or deleting a custom role
To edit or delete a custom role, go to Settings > Teammates & Groups > Roles.
***
## The available permission options
For every section, the **“Able to view”** permission is *crucial*.
If “Able to view” is not selected the teammate will not see the section at all, or their access to this section will be blocked entirely.
Another recurring permission is **“Able to edit”.**
If "Able to edit" is not selected the teammate will not be able to make changes to the section or settings.
***
## Permissions explained
| Section | Permission | Description | |
| ---------------------- | ---------------------------------------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | --------------------------------------------------------------------------------------------------- |
| **Conversations** | Able to view real time and opened | Without this, teammates cannot access to Monitor (real time conversations) |
|
| | | Without this, teammates cannot access to Monitor > **Opened conversations (**not in real time conversations) |
|
| | | Without this, teammates cannot view the conversations of the contacts (**Contacts > Contact details**) |
|
| | Able to view History | Without this, teammates cannot access to resolved conversations |
|
| | Able to create a ticket | Without this, teammates cannot create ticket (Monitor) |
|
| | Able to send message | Without this, teammates cannot reply to a conversation (Monitor) |
|
| | Able to join to a conversation | Without this, teammates cannot participate to a conversation (Monitor) |
|
| | | Without this, teammates cannot participate to a conversation in (Opened conversations) |
|
| | | Without this, teammates cannot participate to a conversation (Conversation details) |
|
| | Able to resolve a conversation | Without this, teammates cannot close a conversation (Conversation details) |
|
| | | Without this, teammates cannot close a conversation (History) |
|
| | Able to reopen an archived conversation | Without this, teammates cannot reopen a conversation (History) |
|
| | | Without this, teammates cannot reopen a conversation (Conversation details**)** |
|
| | Able to delete an archived conversation | Without this, teammates cannot delete permanently a closed conversation (History**)** |
|
| | Able to update the status of a conservation | Without this, teammates cannot update the status of a conservation (Conversation details) |
|
| | Able to update the priority of a conservation | Without this, teammates cannot update the priority of a conservation (Conversation details) |
|
| | Able to add teammates as followers of a conversation | Without this, teammates cannot add other teammates as followers of a conservation (Conversation details) |
|
| | Able to convert a conversation to offline / online | Without this, teammates cannot disable the smart reassignment (convert to offline) or enable it for a a conversation (Conversation details) |
|
| | Able to add / remove conversation TAGS | Without this, teammates cannot add or remove conversation TAGS (Conversation details) |
|
| | Able to add / remove notes from a conversation | Without this, teammates cannot add or delete conversation's notes (Conversation details) |
|
| | Able to reassign a conversation | Without this, teammates cannot reassign a conversation to another teammate (Conversation details) |
|
| | Able to add a teammate to a conversation | Without this, teammates cannot add other teammates to serve a conversation (Conversation details) |
|
| | Able to leave a conversation to which is joined | Without this, teammates cannot leave a conversation also if are joined to it (Conversation details) |
|
| | Able to send the chat transcript | Without this, teammates cannot send the chat transcript (Conversation details) |
|
| **Knowledge bases** | Able to view | Without this, teammates cannot access to Knowledge bases |
|
| | Able to add contents | Without this, teammates cannot add contents to a Knowledge base (the KB has already contents) |
|
| | | Without this, teammates cannot add contents to a Knowledge base (the KB not has contents) |
|
| | Able to edit content | Without this, teammates cannot edit a Knowledge base content |
|
| | Able to reindex content | Without this, teammates cannot reindex a Knowledge base content |
|
| | Able to check content status | Without this, teammates cannot check the status of a Knowledge base content |
|
| | Able to delete Knowledge Base and contents | Without this, teammates cannot delete Knowledge base contents (Note: the default Knowledge Base cannot be deleted) |
|
| | | Without this, teammates cannot delete a Knowledge base |
|
| | Able to add a new Knowledge Base | Without this, teammates cannot create a new Knowledge base |
|
| | Able to update and test AI settings | Without this, teammates cannot update or test the AI settings of a Knowledge base |
|
| **Flows** | Able to view | Without this, teammates cannot access to Flows |
|
| | Able to create a new Flow | Without this, teammates cannot create a new Flows |
|
| | | |
|
| | Able to edit a Flow | Without this, teammates cannot edit a Flow |
|
| | Able to delete | Without this, teammates cannot delete a Flow |
|
| | Able to test | Without this, teammates cannot test Flows |
|
| | Able to duplicate | Without this, teammates cannot duplicate Flows |
|
| | Able to share | Without this, teammates cannot get the links to share Flows |
|
| | Able to export | Without this, teammates cannot export Flows |
|
| | Able to copy Webhooks URL | Without this, teammates cannot copy Webhooks URL |
|
| | Able to enable/disable Webhooks | Without this, teammates cannot enable/disable Webhooks |
|
| | Able to delete Webhooks | Without this, teammates cannot delete Webhooks |
|
| **Contacts** | Able to view | Without this, teammates cannot access to Contacts |
|
| | Able to export | Without this, teammates cannot export the contacts list |
|
| | Able to trash | Without this, teammates cannot trash contacts. Contacts in the trash (Trashed contacts) can be permanently deleted or restored |
|
| | Able to restore | Without this, teammates cannot restore a trashed contacts |
|
| | Able to delete | Without this, teammates cannot delete permanently a trashed contacts |
|
| | Able to update | Without this, teammates cannot add or update contacts metadata in **Contacts >** **Contact details** |
|
| | | Without this, teammates cannot add or update contact metadata in **Conversation details > Profile tab** |
|
| | Able to ban visitor | Without this, teammates cannot ban a visitor. The feature to ban a visitor is in **Conversation details** |
|
| | Able to unban visitor | Without this, teammates cannot unban a visitor. The feature to unban a visitor is in **Settings > Project Settings > Banned visitors Tab** (Note: the teammate must to have the permission "Able to view Banned visitors" available in Roles > New Role / Edit Role > Project settings section) |
|
| **Widget** | Able to view | Without this, teammates cannot access to Widget set up, Widget installations and Widget translations |
|
| Routing & Departments | Able to view | Without this, teammates cannot access to Routing and Departments |
|
| | Able to edit | Without this, teammates cannot edit Departments and its routing |
|
| | Able to create | Without this, teammates cannot create a new Department and manage its routing |
|
| **Teammates & Groups** | Able to view Teammates | Without this, teammates cannot access to Teammates list |
|
| | Able to view Teammates | Without this, teammates cannot access to Teammates profile |
|
| | Able to invite a new Teammate | Without this, teammates cant invite a user as project member |
|
| | Able to view Roles | Without this, teammates cannot access to Roles |
|
| | Able to view Groups | Without this, teammates cannot access to Groups |
|
| **Email ticketing** | Able to view | Without this, teammates cannot access to Email ticketing |
|
| | Able to generate a department's email address | Without this, teammates cannot explicitly specify the department to which the ticket belongs |
|
| **Canned Responses** | Able to view | Without this, teammates cannot access to Canned Responses |
|
| | Able to edit | Without this, teammates cannot edit Canned Responses |
|
| | Able to create | Without this, teammates cannot create Canned Responses |
|
| | Able to delete | Without this, teammates cannot delete Canned Responses |
|
| **Tags** | Able to view | Without this, teammates cannot access to Tags |
|
| | Able to edit | Without this, teammates cannot edit Tags |
|
| | Able to create | Without this, teammates cannot create Tags |
|
| | Able to delete | Without this, teammates cannot delete Tags |
|
| **Operating Hours** | Able to view | Without this, teammates cannot access to Operating Hours |
|
| | Able to edit | Without this, teammates cannot edit the Operating Hours |
|
| | Able to create | Without this, teammates cannot create Operating Hours' slots |
|
| | Able to delete | Without this, teammates cannot delete Operating Hours' slots |
|
| **Integrations** | Able to view | Without this, teammates cannot access to Integrations |
|
| | Able to manage | Without this, teammates cannot manage the Integrations (add API Keys, save, delete) |
|
| **Apps** | Able to view | Without this, teammates cannot access to Apps |
|
| | Able to manage | Without this, teammates cannot manage the Apps (create, edit, install, uninstall) |
|
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