Roles and Permissions
Every user in a tenant has exactly one role. The role controls which sections appear in the portal's left menu and which actions the user can perform. A Tenant Admin assigns and changes roles on the Users tab of Settings > Identity.
This page is the compact lookup. For the step-by-step tasks — adding users, changing roles, setting operator schedules — see Identity.
The four roles
| Role | Best for | Summary |
|---|---|---|
| Tenant Admin | Workspace owners and administrators | Full access: agents, channels, knowledge, campaigns, analytics, users, tenant settings, and billing. |
| Tenant User | Team members who test agents | Access to the Playground only — tests AI agents and reviews test dialogs. No configuration access. |
| Tenant Viewer | Stakeholders who need read-only visibility | Sees Playground, Knowledge Sources, Sessions, and Human Agents in read-only mode. Cannot create, edit, start, or stop anything. |
| Tenant Operator | People who answer live conversations | The portal describes this role as "Manage 360 View, Human Agents, Campaigns, and Analytics". Day to day, operators work with live sessions in Sessions and Human Agents. If an operator schedule is set, receives handovers only during scheduled hours. No configuration access. |
Menu visibility by role
The matrix shows which sections appear in the left menu for each role. Menu visibility is not the same as edit rights — some actions inside a section require additional permissions.
| Menu section | Tenant Admin | Tenant User | Tenant Viewer | Tenant Operator |
|---|---|---|---|---|
| AI Agents > Agents | ✅ | ❌ | ❌ | ❌ |
| AI Agents > Playground | ✅ | ✅ | ✅ | ❌ |
| AI Agents > Tools | ✅ | ❌ | ❌ | ❌ |
| AI Agents > Knowledge Sources | ✅ | ❌ | ✅ | ❌ |
| AI Agents > Products | ✅ | ❌ | ❌ | ❌ |
| Sessions | ✅ | ❌ | ✅ | ✅ |
| 360 View | ✅ | ❌ | ❌ | ❌ |
| Human Agents | ✅ | ❌ | ✅ | ✅ |
| Campaigns | ✅ | ❌ | ❌ | ❌ |
| Analytics (Dashboards, Deep Analysis, Custom) | ✅ | ❌ | ❌ | ✅ |
| Settings (Connectivity, Channels, Identity) | ✅ | ❌ | ❌ | ❌ |
| Docs | ✅ | ✅ | ✅ | ✅ |
All roles can open their own Profile.
The portal's description of the Tenant Operator role is "Manage 360 View, Human Agents, Campaigns, and Analytics", and after signing in an Operator lands on Campaigns > Flows — but the left menu currently shows the narrower set in the matrix above. If a section you need for operator work is missing from your menu, contact your administrator.
Only Tenant Admin can open Settings > Identity to manage users and tenants.
Actions by role
Tenant Admin
- Every action in every section: create, edit, start, stop, and delete AI agents.
- Manage knowledge sources, tools, and products.
- Connect and manage channels.
- Build and run campaigns.
- Use all analytics screens.
- Manage users, tenant details, and billing.
Tenant User
- Test AI agents in the Playground and review test dialogs.
- No access to configuration screens.
Tenant Viewer
- Open Playground, Knowledge Sources, Sessions, and Human Agents in read-only mode.
- No create, edit, start, stop, or delete actions.
Tenant Operator
- Accept, handle, and resolve conversations in the Human Agents workspace.
- View and export sessions on the Sessions screen.
- Use Analytics dashboards.
- Lands on Campaigns > Flows after signing in; campaign and 360 View screens may be reachable by direct link even when the left menu does not list them.
- Receives handovers only during scheduled hours when an operator schedule is set.
- Cannot configure agents, channels, or the tenant.
Common issues
- A teammate cannot see a section you see. Their role hides it — compare the menu-visibility matrix above and ask a Tenant Admin to change the role if needed.
- An operator cannot open the Playground. The Playground is not part of the Tenant Operator menu. Operators review live conversations in Sessions and Human Agents; for agent testing, use an account with a different role.
- A viewer cannot edit anything. Tenant Viewer is read-only everywhere it has access. Assign a different role if the person needs to make changes.
- You don't see Identity in the menu. Your role is not Tenant Admin — only admins manage users and tenants.
Related pages
- Identity — add users, change roles, and set operator schedules
- Glossary — definitions of the terms used in this matrix
- Human Agents — the workspace where operators handle conversations
- Profile and Billing — the account page every role can open