Create a custom role

Build a role with exactly the permissions you need. Walks through a Quality Reviewer example — read-everything, can-add-notes, can’t reply to customers.

Before you start

• Admin permissions on Roles & Permissions
• A clear answer to “what should this role be allowed to do — and not allowed to do?”
• A picked starting point: from scratch, or duplicate one of the standard roles

Steps — from scratch

1. Open Settings → Roles & Permissions.
2. Click New role.
3. Fill in:
   Name — descriptive (e.g. Quality Reviewer). Avoid generic names — see naming guidance in standard roles reference.
   Description — context for future admins (“Read-only conversation review with internal note ability for QA team”)
4. Toggle permissions by category. Each category expands to show individual checkboxes:
   Use Select all in category for quick wide grants
   Toggle individual permissions for finer control
5. Save.

The role appears in the role list with a usage count of 0 (no users assigned yet). Assign it via Assign a role to a user.

Steps — duplicate a standard role

Often faster than from-scratch when your custom role is “X but with Y restriction”:

1. Open the standard role you want to use as a starting point (e.g. Agent).
2. Click Duplicate.
3. Rename the copy (e.g. Agent — No Bulk Actions).
4. Adjust permissions — typically un-toggling 1-2 things you don’t want this role to have.
5. Save.

The original standard role is unchanged.

Worked example — Quality Reviewer

Goal: a role for QA reviewers who can read every conversation and add internal notes for the team, but can’t reply to customers, change assignments, or alter settings.

• Conversations — All view permissions ON; reply OFF; assign OFF; close/reopen OFF; tag OFF; bulk OFF
• Notes — All ON (the whole point of the role)
• Contacts — View only
• Teams — View only
• Users — None
• Analytics — View dashboards ON, export OFF
• Settings — None
• Modules — None

Save as Quality Reviewer. Assign it to QA team members. They can now do exactly what’s needed for their workflow — read conversations, leave coaching notes, view analytics — without risking accidental edits to customer-facing state.

Edit and update later

Custom roles can be edited at any time. The change takes effect immediately for everyone with that role:

1. Open the role from Settings → Roles & Permissions.
2. Toggle permissions on or off.
3. Save.

Be careful when narrowing a role that’s already assigned to many users — they may notice their access changing mid-session. Communicate first if the change is significant.

Delete a custom role

Custom roles can be deleted only if no users are assigned. To delete:

1. Move all users off the role first (assign them a different role — see Assign a role to a user).
2. Open the role and click Delete.

Standard roles can’t be deleted.

What custom roles can’t do

A few limits to set expectations:

• No per-team scoping. A user with Quality Reviewer is a Quality Reviewer for every team in the tenant. You can’t grant the role on Team A only.
• No time-limited grants. Roles don’t expire. To revoke, manually un-assign.
• No conditional permissions. Permissions are static — you can’t say “this user can edit conversations between 9am and 5pm.”

For these patterns, work around with team-membership-based assignment matrices (only put the user on the team they should handle) and consistent processes (manually rotate access on a calendar).

Troubleshooting

• Symptom: Permission toggle doesn’t seem to take effect. Fix: Permission changes take effect on the user’s next page load or session refresh. Have the user sign out and back in if changes don’t appear.
• Symptom: Can’t delete a role. Fix: Standard roles can’t be deleted. Custom roles with assigned users need users moved off first.
• Symptom: Created the role but it doesn’t appear in the user assignment dropdown. Fix: Refresh the page. New roles appear in dropdowns after a refresh.

See also

• What are Roles and Permissions?
• Permission categories reference
• Assign a role to a user