Manage roles

Use roles to control what users can see and do in the web interface. Assign default roles, or create custom roles.

Roles and permissions

A role is a set of permissions. The roles assigned to a user decide which features they can use in the web interface, and whether they can view or change them. A role can have only some of the permissions for a feature. For example, the Analyze manager role can view Accounts and Users, because you can filter reports by account and user, but it cannot edit them.

Default roles

Default roles cover common tasks and can be assigned to users as they are. You cannot change their permissions, but you can duplicate a default role to create a custom role.

The tables group roles by product. General roles apply across the platform. Some accounts still use role names from before a product was renamed, so the tables for those products show the earlier names.

General roles

The following roles apply across the platform:

AI Agents roles

The following roles control access to AI agents:

Broadcast roles

To separate who prepares from who launches, a user cannot have both of these roles.

The following roles control Broadcast:

Chatbots roles

Chatbots was previously called Answers. The following roles control Chatbots:

Inbox roles

Inbox was previously called Conversations. The following roles control Inbox:

Journeys roles

Journeys was previously called Flow. The following roles control Journeys:

Knowledge base roles

The following roles control access to the knowledge base:

View and manage roles

To open roles, select the Account settings icon (gear) in the web interface header, and go to Roles. The page has two tabs:

• Default: Default roles.
• Custom: Roles created for your organization.

Manage default roles

You cannot change the permissions of a default role. On the Default tab, select the three-dot menu next to the role:

• Edit: Assign users to the role.
• Duplicate: Create a copy of the role. The copy is a custom role, which you can change and assign to users.

Create a custom role

Create a custom role when the default roles do not fit your needs. The platform updates default roles automatically when it adds features. It does not update custom roles: users with the Account admin role update them in the web interface.

To create a custom role:

1. On the Custom tab, select Create role.
2. Enter a role name, and optionally a description of up to 500 characters.
3. On the Permissions tab, select the permissions. The web interface groups permissions in sections, such as Analyze, Broadcast, and Channels and numbers. To find a permission, search for it. To select every permission in a section, select Select all.
4. On the Users tab, select Select users.
5. From All users, select one or more users.
6. Select Create role.

Import permissions from default roles

In step 3, instead of selecting each permission, you can import the permissions of one or more default roles:

1. On the Permissions tab, select Import permissions.
2. In the Import permissions window, select each default role you want to import, and then select Import.
3. Add or remove permissions as needed, and continue with step 4.

The import adds the permissions to the ones you already selected. It does not replace them. Your custom role gets the permissions the default roles have when you import them. Later updates to the default roles do not apply to your custom role.

Manage custom roles

On the Custom tab, you can search for custom roles, view their details, and edit, duplicate, or delete them.

Assign roles securely

When you assign roles:

• Give each user only the roles they need for their work.
• Keep administrative roles separate from roles that can send traffic, and give permissions to send traffic only to the users who need them.
• Keep the phone number and email address of each user verified and up to date.
• Require two-factor authentication (2FA) on every login, if the option is enabled for your account. 2FA does not affect API connections.

Separate who prepares from who launches

You can let some users prepare campaigns, journeys, or chatbots, and only other users launch them. These roles control who can launch. They do not add an approval step or notify anyone, so agree within your team how you review work before you launch it.

The following roles split the work in each product:

• Broadcast: Campaign content creator prepares campaigns, and Campaign approval manager reviews and launches them, but cannot edit them. A user cannot have both roles.
• Journeys: Content manager prepares messages. To launch or stop journeys, a user needs Journey publisher, Campaign manager, or Journey manager. Roles can be combined, and their permissions add up, so give these three roles only to the users who launch.
• Chatbots: Chatbot designer builds chatbots but cannot activate them. Chatbot manager can activate them.