The platform shows or hides features based on your account’s role. There are three roles:
| Role | What it can do |
|---|---|
| admin | Full access: every operations screen (conversations, leads, calendar, tickets, knowledge base, documents, analytics) plus account configuration (AI agents, channels, integrations, team, settings and billing). |
| editor | Works with day-to-day content: knowledge base, document templates and leads (including managing funnel stages). Can also operate the inbox (take control of conversations, reply and resolve) and manage tickets (create them, change their status, reassign them, comment). Doesn’t access account configuration. |
| viewer | Read-only in most screens: can see conversations, leads, tickets and analytics, but can’t write messages, take control of a conversation, drag leads on the board, or create or modify tickets. |
This manual describes the screens common to all three roles; the detail of exactly what each role can do within each screen is in the corresponding manual (map in section 6).
Note — Calendar is an exception to “viewer = read-only”
Unlike the inbox or tickets, on the Calendar any role — including viewer — can complete, mark as no-show, cancel or reschedule appointments assigned to themselves, even though they can’t touch a colleague’s. Each person also manages their own calendar (connecting Google Calendar, setting their availability) from their own Settings → My calendar, whatever their role. Full detail in manual 19 · Calendar.