Custom roles and permissions

Custom roles let you define granular permission sets beyond the built-in Administrator and Agent roles. Create roles that match your team's structure and security requirements.

Creating a custom role

Go to Settings > Custom Roles and click 'Add Role'. Enter a name and description for the role (e.g. 'Team Lead', 'Billing Specialist', 'QA Reviewer'). Then configure the permissions for this role.

Available permissions

Permissions cover all areas of Deskwoot: conversations (view, assign, delete), contacts (view, edit, import, export), reports (view, export), inboxes (manage), agents (invite, manage), teams (create, manage), labels, canned responses, automation rules, help center, and account settings. Toggle each permission on or off for the role.

Assigning roles to agents

Go to Settings > Agents, select an agent, and change their role from the role dropdown. You can choose from the built-in roles (Administrator, Agent) or any custom role you have created. The agent's permissions update immediately.

Best practices

Create roles based on actual job functions rather than individual needs. A few well-defined roles are easier to manage than many one-off configurations. Common custom roles include: Team Lead (manage teams and view reports), Support Manager (manage agents, view reports, manage automation), and Viewer (read-only access to conversations and reports).