Available Roles
| Role | Access level | Description |
|---|---|---|
owner | Unrestricted | Full Workspace access, including billing, data deletion, and ownership transfer |
manager | High | Visibility of all Conversations, Team creation, SLA reports, and member invitations |
trainer | Intermediate | attendant support capabilities plus Agent editing and review of all Conversations for audit purposes |
attendant | Operational | Front-line support on Conversations assigned to their Team; no access to settings or reports |
member | Minimal | View explicitly assigned Conversations; no action capability |
Role behavior in the Inbox
| Action | owner / manager | trainer | attendant | member |
|---|---|---|---|---|
| View all Workspace Conversations | Yes | Yes | — | — |
| View unassigned Team Conversations | Yes | Yes | Yes | — |
| Claim Conversation (self-assign) | Yes | Yes | Yes | — |
| Activate Takeover (pause AI) | Yes | Yes | Yes | — |
| Transfer Conversation | Yes | Yes | Yes | — |
| Assign Conversation to another member | Yes | — | — | — |
| Create and edit Teams | Yes | — | — | — |
| View SLA reports | Yes | — | — | — |
Operational Role: attendant
Theattendant has scope restricted to their Team and assigned Conversations:
- Views Conversations assigned to them and unassigned Conversations from the Team(s) they belong to.
- Can claim, reply, transfer, close, and add Notes on Conversations within their scope.
Administrative Roles in the Inbox
Managers and owners have global visibility and control over Teams and members:- Access and interact with any Workspace Conversation, regardless of assignment.
Owners are the only ones withmanage_billing. Managers havemanage_team,view_reports,invite_users, andmanage_company— enough to operate the Workspace without needing billing access.
Usage examples
| Scenario | Ideal Role |
|---|---|
| Support attendant responding to customers on WhatsApp | attendant |
| Quality analyst reviewing Conversations and adjusting prompts | trainer |
| Team manager creating Teams and monitoring SLA | manager |
| Founder with access to plan and billing | owner |
| External stakeholder following a specific case | member |
Summary
| Category | owner | manager | trainer | attendant | member |
|---|---|---|---|---|---|
| Billing | Yes | — | — | — | — |
| Company configuration | Yes | Yes | — | — | — |
| Manage Agents | Yes | Yes | Yes | — | — |
| Access Conversations | Yes | Yes | Yes | Yes | Yes |
| Invite members | Yes | Yes | — | — | — |
| View reports | Yes | Yes | — | — | — |
| Manage Teams | Yes | Yes | — | — | — |