Managing agents and roles

Agents are the team members who handle conversations in your Deskwoot account. Managing their access and roles ensures the right people have the right permissions.

Built-in roles

Administrator: Full access to all settings, billing, agents, and inboxes. Can manage the entire account. Agent: Can handle conversations, manage contacts, and use features, but cannot access account-level settings.

Custom roles

For more granular control, create custom roles at Settings > Custom Roles. Define exactly which permissions each role has - for example, a 'Team Lead' role that can manage teams and view reports but cannot change billing settings.