Roles and permissions

Every person in your EngageOne account has a role that controls what they can see and change.

The two built-in roles

Administrator – full access to the account, including every inbox, report and setting.
Agent – handles customer conversations in the inboxes they belong to, with limited access to settings.

You choose the role when you invite someone, and you can change it later.

What each role can do

Task	Administrator	Agent
See conversations	All inboxes	Only inboxes they are a member of
Reply, add private notes, resolve and snooze	Yes	Yes, in their inboxes
Assign conversations, add labels and set priority	Yes	Yes, in their inboxes
View and edit contacts	Yes	Yes
Import, export or delete contacts	Yes	No
Use canned responses	Yes	Yes
Create canned responses	Yes	Yes
Create macros	Shared or personal macros	Personal macros only
See reports	Yes	No
Run campaigns	Yes	No
Change AI Assistant settings	Yes	No (can view and test)
Manage Help Center portals and articles	Yes	No
Connect channels and change inbox settings	Yes	No
Invite, edit and remove team members	Yes	No
Create teams, labels, custom attributes and automations	Yes	No
Change account settings	Yes	No

Tip: Give the administrator role only to people who need to change settings. Most of your team should be agents.

Change someone's role

Go to Settings → Agents.
Click Edit next to the person.
Choose a new Role.
Click Edit Agent.

The change takes effect straight away. The person may need to reload the page to see the new menus.

Important: Keep at least two administrators in your account, so you never lose access to settings if one person leaves.

Custom roles

Custom roles sit between agent and administrator. Use them when someone needs one or two extra abilities, for example a team lead who should see reports but not change settings.

Note: Custom roles are available on plans that include them. If Settings → Custom Roles shows an upgrade message, contact Driansh.

Available permissions

Permission	What it allows
Manage all conversations	Work on every conversation in the person's inboxes, whoever it is assigned to.
Manage unassigned conversations and those assigned to them	Work on conversations nobody owns yet, plus their own. Good for people who pick up new chats.
Manage participating conversations and those assigned to them	Work only on conversations they are assigned to or taking part in. Good for specialists who are brought in when needed.
Manage contacts	View and edit contacts.
Manage reports	Open the Reports section.
Manage knowledge base	Manage Help Center portals and articles.

Create a custom role

Go to Settings → Custom Roles.
Click Add custom role.
Fill in:
- Name – for example "Team lead" or "Content editor".
- Description – who this role is for.
- Permissions – tick the permissions the role should have.
Click Submit.

Give someone a custom role

Go to Settings → Agents.
Click Add Agent for a new person, or Edit for an existing one.
In Role, choose the custom role. Custom roles appear below Administrator and Agent.
Save.

To change a custom role, click Edit next to it in Settings → Custom Roles. Everyone with that role gets the new permissions.

Note: People with a custom role still only see conversations in the inboxes they are members of. Add them to the right inboxes on each inbox's Collaborators tab.

Example roles

Role	Permissions to tick
Team lead	Manage all conversations, Manage contacts, Manage reports
First-line agent	Manage unassigned conversations and those assigned to them, Manage contacts
Specialist	Manage participating conversations and those assigned to them
Content editor	Manage knowledge base