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:

![](https://app.chatwoot.com/rails/active_storage/blobs/redirect/eyJfcmFpbHMiOnsibWVzc2FnZSI6IkJBaHBCQ2UxS3dFPSIsImV4cCI6bnVsbCwicHVyIjoiYmxvYl9pZCJ9fQ==--c4ddd0eb1e50012dd8771e6f9045ae93176bde93/custom-role-size.png)

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.

![](https://app.chatwoot.com/rails/active_storage/blobs/redirect/eyJfcmFpbHMiOnsibWVzc2FnZSI6IkJBaHBCRXExS3dFPSIsImV4cCI6bnVsbCwicHVyIjoiYmxvYl9pZCJ9fQ==--d0363aa487d28f78f0f5b526ca09b9cb3c2d51f4/SCR-20250314-gsvr.png)

To assign a role to your teammate, click the **drop down** under Roles and select the desired **role**.

![](https://app.chatwoot.com/rails/active_storage/blobs/redirect/eyJfcmFpbHMiOnsibWVzc2FnZSI6IkJBaHBCS0cxS3dFPSIsImV4cCI6bnVsbCwicHVyIjoiYmxvYl9pZCJ9fQ==--0e3be2191683c19e025b784327211566f49e6789/edit-agent.png)

![](https://app.chatwoot.com/rails/active_storage/blobs/redirect/eyJfcmFpbHMiOnsibWVzc2FnZSI6IkJBaHBCSzIxS3dFPSIsImV4cCI6bnVsbCwicHVyIjoiYmxvYl9pZCJ9fQ==--265398ad06ab55f1f3971091bda8aac6f9934b5b/edit-agent-drop.png)

**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.

![](https://app.chatwoot.com/rails/active_storage/blobs/redirect/eyJfcmFpbHMiOnsibWVzc2FnZSI6IkJBaHBCQnUyS3dFPSIsImV4cCI6bnVsbCwicHVyIjoiYmxvYl9pZCJ9fQ==--d111ae5ca7500be3091e6cbfbcc0d0d30ee99b31/edit-role-btn.png)

![](https://app.chatwoot.com/rails/active_storage/blobs/redirect/eyJfcmFpbHMiOnsibWVzc2FnZSI6IkJBaHBCQ3kyS3dFPSIsImV4cCI6bnVsbCwicHVyIjoiYmxvYl9pZCJ9fQ==--34d826b524c326d6e48b2bd9738c857922a8c26a/custom-role-size.png)

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.

![](https://app.chatwoot.com/rails/active_storage/blobs/redirect/eyJfcmFpbHMiOnsibWVzc2FnZSI6IkJBaHBCRXUyS3dFPSIsImV4cCI6bnVsbCwicHVyIjoiYmxvYl9pZCJ9fQ==--0e2d1e779a4e66cef6c47a8626db68bb5e1f8294/SCR-20250313-chmb.png)

![](https://app.chatwoot.com/rails/active_storage/blobs/redirect/eyJfcmFpbHMiOnsibWVzc2FnZSI6IkJBaHBCRnkyS3dFPSIsImV4cCI6bnVsbCwicHVyIjoiYmxvYl9pZCJ9fQ==--1218dd6d2444bd6dbf593e8411ef8d30ac6c7256/SCR-20250314-gwgs.png)

Confirm to delete the role.

## Permission Levels Overview

Here are the available permission levels and their corresponding access scopes:

### Permission Level Breakdown:

* **Manage All Conversations**: Full access to all conversations in assigned inboxes

* **Manage Unassigned & Own Conversations**: Access to personal assignments and unassigned conversations only

* **Manage Participating Conversations**: Access limited to personally assigned and participated conversations

* **Manage Contacts**: Full access to contact management features

* **Manage Reports**: Access to view reports

* **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.