Permission matrix

Feature	Admin	Agent	Viewer
View conversations	✅	✅	✅
Reply to conversations	✅	✅	❌
Assign conversations	✅	✅	❌
Create contacts	✅	✅	❌
Edit contacts	✅	✅	❌
Delete contacts	✅	❌	❌
Manage AI agents	✅	❌	❌
Build automations	✅	❌	❌
View reports	✅	✅	✅
Export data	✅	❌	❌
Manage integrations	✅	❌	❌
Invite team members	✅	❌	❌
Manage billing	✅	❌	❌
View channel settings	✅	✅	❌
Edit channel settings	✅	❌	❌

Choosing the right role

Admin — give this to owners and operations leads who need to manage the team, configure channels, and access billing.

Agent — the standard role for customer support staff. They handle conversations, manage contacts, and use AI assistance but don't access admin-level settings.

Viewer — useful for managers who need reporting visibility without the ability to interfere with active conversations. Also appropriate for stakeholders who want read-only access.