Understanding default roles

About Chat default roles


Each Tiledesk project includes three roles: Agent, Administrator, and Owner. Each of these roles by default has standard permissions and abilities. 

Agents can:  

  • Chat with customers
  • View and manage active or archived chats assigned to them or to the group they belong to (if they belong to a department configured with a group).
  • Add another teammates to a conversation assigned to them or to the group they belong; forward a conversation to another teammate or to a chatbot (only chatbots marked as available to the agent)
  • Configure personal settings
  • View the contacts
  • Archive conversations
  • Add tags to contacts and conversations
  • Cancel the personal account

Administrators have all of the default agent privileges. In addition, an administrator can:

  • View all the active and archived chats
  • Configure Operating hours, Email ticketing and Smart assignment
  • Manage Flows, Knowledge Bases, Departments and Groups
  • Create canned responses 
  • Invite teammates
  • Change the teammate role
  • Add tags to teammates
  • Setup integrations
  • See Analytics,  Activities and Automations Log
  • Delete and restore contacts

The owner has all the default administrator and agent privileges. In addition, the account owner can:

  • Upgrade or downgrade the account’s plan
  • Delete permanently chats
  • Delete permanently contacts
  • Customize email templates
  • Manage Security (i.e. Enable IP restrictions)
  • Ban visitor
  • Manage project advanced settings
  • Remove a teammate from the project
  • Request monthly quotas increase
  • Cancel the project account

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