Custom roles are an Enterprise capability. On other plans, Settings → Custom Roles shows an
upgrade prompt instead of the role editor. See Plans.
The six permissions
A custom role is any combination of these six. There’s no seventh, and no wildcard permission that grants “everything” short of ticking all six:Why the conversation permissions are graded
Most accounts reach for one of three shapes, and the grading maps directly onto them:conversation_manage — team lead, full oversight
conversation_manage — team lead, full oversight
Sees and can act on every conversation in the account, assigned or not. The closest thing to an
agent’s view of the inbox, minus settings and billing.
conversation_unassigned_manage — rotating triage
conversation_unassigned_manage — rotating triage
Can pick up anything sitting unassigned and assign it to themselves, but can’t reach into a
conversation someone else already owns. Fits a queue where the first free person grabs the next
ticket.
conversation_participating_manage — contractors and overflow
conversation_participating_manage — contractors and overflow
The tightest scope: only conversations they’re already assigned to or a participant on. Nothing
else in the inbox is visible to them. Reach for this when a team is outsourced or temporary and
shouldn’t see the rest of your queue.
contact_manage, report_manage and knowledge_base_manage as needed — a role isn’t limited to one conversation scope plus nothing else.
Creating a custom role
1
Open Settings → Custom Roles
Select New role.
2
Name it and describe it
The description is for your own team — it shows up next to the name in the list, not to the
person holding the role.
3
Check the permissions it needs
Any combination of the six above.
4
Save, then assign it
A new custom role doesn’t apply to anyone automatically. Go to Settings → Members and teams, edit the
person, and pick the custom role from the same list where you’d otherwise pick agent or
administrator.
What a custom role can’t do
Billing and invoices are visible to theadministrator role specifically — it’s not one of the six permissions, so no combination of them grants it. Workspace settings, integrations and user management work the same way: they’re administrator-only, regardless of what a custom role is built from.
Next
Roles and permissions
The assignable roles, and what they cover on their own.
Users and roles
Inviting people and assigning them a role, built-in or custom.