Custom roles are reusable permission sets you can assign to teammates in your Chatwoot workspace. This makes it easy to update permissions for multiple team members at once.
Create a new custom role#
To create a new role, go to Settings > Custom Roles, and click Add custom role.
Enter a name, description and required permissions for your role:
Write a clear description that tells teammates exactly what permissions and abilities this role grants them in Chatwoot.
Then save your new role.
Assign roles to your teammates#
To assign a role to a teammate, go to Settings > Agents and click Edit button next to the teammate whose role you want to change.
To assign a role to your teammate, click the drop down under Roles and select the desired role.
Note: Your teammate must be linked to an inbox before making these changes.
Then save your changes.
Edit or Delete Custom Roles#
To edit a role, go to Settings > Custom Roles, and click Edit button next to the role you want to edit.
Edit the role's name, description, and permissions.
To delete a role, go to Settings > Custom Roles, and click Delete button next to the role you want to delete.
Confirm to delete the role.
Permission Levels Overview#
Here are the available permission levels and their corresponding access scopes:
Permission Level Breakdown:#
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Manage All Conversations: Full access to all conversations in assigned inboxes
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Manage Unassigned & Own Conversations: Access to personal assignments and unassigned conversations only
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Manage Participating Conversations: Access limited to personally assigned and participated conversations
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Manage Contacts: Full access to contact management features
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Manage Reports: Access to view reports
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Manage Knowledge Base: Full access to create, edit, and manage knowledge base content
These permission levels can be combined to create custom roles that match your team's specific needs.