Role-Based Access Control (RBAC)
Control what your team can view and do in AiChat by assigning roles.
Role-Based Access Control (RBAC) allows you to define access for each user based on their responsibilities. This helps protect sensitive data while ensuring your team has the appropriate level of access
How Roles Work
Roles in AiChat are designed to be flexible and mutually exclusive where available:
- Mix and Match Roles: You can assign multiple roles to a single user.
- Permissions Stack: When a user has multiple roles, their permissions are combined. For example, someone with both Support Agent and Campaign Manager roles can reply to customers and manage marketing .
- See vs. Do: Most areas in AiChat are viewable by everyone. However, taking action (like replying or editing) requires a specific role. Without the right role, a "restricted access" message will appear.
- Privacy First: Modules with customer data (like Conversations and Tickets) are hidden by default . To see them, a user must be assigned a Support or Customer Data role .
- Project Access: Users must be assigned to a specific project before they can access any features within it.
Managing roles
Learn how to assign and manage roles for your team.
Assign a role
- Go to Settings → Members & Roles
- Select an existing user or add a new user
- Assign one or more roles
- Click Save
Updating Access
You can update or remove roles at any time. Removing a role immediately revokes the features granted by that specific role.
Roles and permissions
Administration & Infrastructure
| Role | Description |
|---|---|
| Organization Owner | Full access to all features, including billing, members, and all modules. Direct access to all projects. |
| Project Administrator | Manages project setup, settings, members, and integrations. Must be added to specific projects for access. |
| Channel Manager | Manages messaging channels such as WhatsApp, Facebook, and Web Widget |
| Integration Manager | Manages third-party integrations such as HubSpot and Shopify |
Only Organization Owner has automatic access to all projects. All other roles must be added to specific projects.
Support & Customer Experience
| Role | Description |
|---|---|
| Support Manager | Manages support operations, ticket assignment, and workflows |
| Support Agent | Handles customer conversations and assigned tickets |
| Support Viewer | View-only access to conversations, tickets, and customers |
| Conversational AI Manager | Manages chatbot configuration and knowledge base content |
| Flow Manager | Creates and manages automation flows and system events |
| Campaign Manager | Manages broadcasts, drip campaigns, and marketing automation |
| Customer Data Manager | Manages customer profiles and data records |
Restricting Access with Customer Data
Following modules contain customer data require explicit role assignments to view and take action
- Conversation: Support roles required to view and take any action
- Tickets: Support roles required to view and take any action
- Customers: Customer Data Manager roles required to view and import custoemrs
Conversation Action
| Action | Support Manager | Support Agent | Support Viewer |
|---|---|---|---|
| View conversations | Yes | Yes | Yes |
| Join conversations | Yes | Yes | No |
| Reply to customers | Yes | Yes | No |
| Assign/reassign tickets | Yes | Limited | No |
Pro Tip: If a user cannot see conversations, they are likely missing an assigned Support role.