Overview
Roles & permissions lets you control who can see which inboxes, conversations, contacts, and pipelines across your workspace. Built for ops leads and security teams managing growing support, sales, and outsourced agents, it scopes access down to individual channels, CRM records, and Captain AI settings. Define a role once, assign it to a seat, and onboarding a new agent takes a minute instead of a day.
- Create custom roles with granular per-feature permissions
- Scope agents to specific inboxes, teams, or channels
- Restrict CRM access by pipeline, deal owner, or company
- Control who can edit Captain AI prompts and bot flows
- Audit log tracks every permission change and login
- SSO and SAML on Enterprise with SCIM provisioning
- Hide customer PII from outsourced or junior agents
How it works
Define the role
Start from Admin, Manager, Agent, or build a custom role. Toggle permissions across inboxes, CRM, reports, billing, and AI settings.
Scope the access
Limit the role to specific inboxes, teams, or pipelines. Decide whether the user sees all conversations or only their assigned ones.
Assign and audit
Invite teammates into the role, or sync via SCIM. Review the audit log anytime to see who changed what and when.