Permission categories reference
Atender’s 100+ individual permissions are organized into 16 categories in the role editor. Each category groups related capabilities — designing a custom role mostly looks like “give this category, restrict that one.”
Conversations
The bulk of agent capabilities. Permissions like:
- View conversations (list and detail)
- Reply to messages
- Assign to agents or teams
- Close / reopen conversations
- Add and remove tags
- Merge conversations
- Bulk actions (mass assign, mass tag, mass close)
A user with all Conversations permissions plus none elsewhere is effectively an Agent.
Internal Notes
Internal notes on conversations, contacts, and cases. Separated from Conversations because some workflows want note-write without reply-write (e.g., a Quality Reviewer who can comment but not respond to customers):
- View internal notes
- Create internal notes
- Edit own notes
- Delete own notes
Contacts
CRM-side capabilities:
- View contacts
- Create / edit contacts
- Delete contacts
- Manage custom fields on contacts
- Bulk operations on contacts
Teams
Team configuration:
- Create / delete teams
- Manage team membership (add / remove members)
- View team settings
The split between team metadata and team membership is intentional — some roles (e.g., a team lead who can adjust their own team’s roster but not create new teams) need one without the other.
Users
User management:
- Invite users
- Edit user profiles
- Deactivate / reactivate users
- Delete users
- Assign roles to users
- Resend invites
Analytics
The reporting side:
- View dashboards
- View agent status — the Dashboard with only Live phone activity and Agent Status, for a role without View dashboard. It is part of View dashboard, so it shows checked and locked while that permission is on.
- Drill into specific dashboards (Agent Performance, AI & Automation, etc.)
- Export data as CSV
- View audit logs
- Use AI Insights and chat-about-data
Settings
The largest category, internally split into sub-areas:
- Workspace — snippets, automation rules, conversation handling, tags, CRM module
- Channels — channel configuration (Email, Web Chat, Voice, etc.)
- Integrations — API keys, webhooks, Slack, third-party integrations
- AI — Sidekick settings, Agent Stacks, self-learning
- Admin — opening hours, SLA policies, custom fields, default views, custom domains, case workflows, look & feel
A common pattern: grant Settings → AI to AI-team members without granting Settings → Admin.
Modules
Feature-specific access:
- Form Builder
- Knowledge Base — manage articles
- Knowledge Base — view articles
- Incidents
- CSAT surveys
- Customer Portal
- Manage the Atender Supervisor
Useful when modules are role-gated (e.g., only certain people should write Knowledge Base articles).
Other categories
Smaller categories, each covering one area:
- Roles & permissions — view roles, edit roles
- Cases — view, create, edit, delete and assign cases; view and add case comments
- Issue Tracker — view, create, manage and delete issues
- Atender support — see every report your workspace sent to Atender, change a report’s priority
- Actions — view, create, edit and delete actions
- Monitor — listen in on calls
- Recordings — delete call recordings
- Privacy — manage privacy and data deletion requests
Custom-role design patterns
- Quality Reviewer — All Conversations (read), Internal Notes (write), no reply, no edit
- Billing Specialist — Conversations + Internal Notes, plus Settings → Channels (email-only access for billing inboxes)
- Knowledge Curator — Modules → Knowledge Base (write), no other write access
- Compliance Auditor — All-read, Analytics → Audit logs, no write anywhere
- Onboarding Buddy — Agent baseline + Users → Invite (so they can invite the next cohort)
The “select / deselect all” toggles at the category level make starting from one of the 5 standard roles, then narrowing or widening one category, fast. Most custom roles only diverge from a standard role in 1-2 categories.