> ## Documentation Index
> Fetch the complete documentation index at: https://docs.tied.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Custom roles

> Permission sets beyond the built-in roles.

<Info>
  **Custom roles are an Enterprise capability.** On other plans, Settings → Custom Roles shows an
  upgrade prompt instead of the role editor. See [Plans](/pricing/plans).
</Info>

The built-in roles cover most people. Custom roles exist for the ones who don't fit — a finance reviewer who needs reports but should never touch a conversation, a contractor who should only ever see the tickets assigned to them.

## 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:

| Permission | Grants |
| - | - |
| `conversation_manage` | Manage **all** conversations in the account |
| `conversation_unassigned_manage` | Manage unassigned conversations, and assign them to self |
| `conversation_participating_manage` | Manage only conversations they're assigned to or participating in |
| `contact_manage` | Manage contacts |
| `report_manage` | Manage reports |
| `knowledge_base_manage` | Manage Help Center portals |

## Why the conversation permissions are graded

Most accounts reach for one of three shapes, and the grading maps directly onto them:

<AccordionGroup>
  <Accordion title="conversation_manage — team lead, full oversight" icon="shield-check">
    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.
  </Accordion>

  <Accordion title="conversation_unassigned_manage — rotating triage" icon="inbox">
    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.
  </Accordion>

  <Accordion title="conversation_participating_manage — contractors and overflow" icon="user-round">
    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.
  </Accordion>
</AccordionGroup>

Combine any one of the three above with `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

<Steps>
  <Step title="Open Settings → Custom Roles">
    Select **New role**.
  </Step>

  <Step title="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.
  </Step>

  <Step title="Check the permissions it needs">
    Any combination of the six above.
  </Step>

  <Step title="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.
  </Step>
</Steps>

## What a custom role can't do

Billing and invoices are visible to the `administrator` 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

<CardGroup cols={2}>
  <Card title="Roles and permissions" icon="key" href="/roles-permissions">
    The assignable roles, and what they cover on their own.
  </Card>

  <Card title="Users and roles" icon="user-plus" href="/admin/users">
    Inviting people and assigning them a role, built-in or custom.
  </Card>
</CardGroup>


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