Manage Roles and Permissions

Overview

Create tenant roles that grant agents only the modules and actions required for their responsibilities.

Before You Start

• Tenant administrator or role-management permission.
• A clear list of responsibilities for each agent type.

Steps

1. Open Roles

Choose Roles and Apps, then Roles, to review the tenant's access profiles.

2. Create a responsibility-based role

Use a name that describes the work performed, such as Sales Agent or Support Supervisor.

3. Select permissions

Enable only the modules and actions required for that role, including conversation, contact, opportunity, calendar, or settings access.

4. Assign the role

Open the agent record and apply the correct role and organization access.

5. Test the account

Confirm the agent can complete required tasks and cannot access restricted administrative functions.

Recommended Practices

• Follow least-privilege access.
• Review roles after introducing new modules or changing responsibilities.
• Remove obsolete roles only after reassigning their users.

What Happens Next

Tenant agents receive predictable access based on their job responsibilities and organization membership.