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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

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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.

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Managing roles

Learn how to assign and manage roles for your team. Assign a role
  1. Go to Settings → Members & Roles
  2. Select an existing user or add a new user
  3. Assign one or more roles
  4. 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.

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Roles and permissions

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Administration & Infrastructure

Only Organization Owner has automatic access to all projects. All other roles must be added to specific projects.

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Support & Customer Experience

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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 Pro Tip: If a user cannot see conversations, they are likely missing an assigned Support role.