Roles & Permissions

Roles define what actions a user can perform across the platform. Each user is assigned one or more roles, and each role has a set of permissions.

Layout

The page is split into two panels:

• Left panel — list of roles, divided into System Roles (built-in, read-only) and Custom Roles (editable)
• Right panel — permissions for the selected role, grouped by category

System Roles vs Custom Roles

	System Roles	Custom Roles
Created by	Platform	Tenant admin
Editable	No (view-only)	Yes
Deletable	No	Yes (if no users assigned)
Permissions	Fixed	Configurable

System roles are marked with a lock icon. Selecting a system role shows its permissions with an info banner: "System roles cannot be modified."

INFO

Platform-level roles (super_admin, partner_admin, platform_admin, system_admin) are not shown in the tenant portal.

Creating a Role

1. Click Create Role.
2. Fill in:
   • Role Name (required)
   • Role Code (required, auto-generated from name)
   • Description (optional)
   • Copy Permissions From (optional) — select an existing role to start with its permissions
3. Click Create.

The new role appears under Custom Roles and is automatically selected so you can configure permissions.

imageRoles page with system and custom roles listed in the left panel, and the permissions matrix in the right panel showing toggle switches grouped by category for the selected role

Roles list with permissions matrix

Editing a Role

1. Click the edit icon on a custom role.
2. Modify the Name or Description (the code is immutable).
3. Click Save.

Deleting a Role

1. Click the delete icon on a custom role.
2. If users are currently assigned to this role, the delete button is disabled and a warning shows the user count.
3. If no users are assigned, confirm the deletion.

WARNING

Reassign users to a different role before deleting. You cannot delete a role that has users assigned to it.

Managing Permissions

1. Select a custom role in the left panel.
2. Permissions are grouped by category (e.g., Users, Bots, Integrations, Conversations, Reports).
3. Toggle individual permissions on or off using the switch control.
4. Changes are saved immediately.

If a save fails, the toggle reverts to its previous state.

Role Colors

Roles are color-coded in the UI based on their name:

Name Pattern	Color
admin	Purple
supervisor, manager	Blue
auditor, viewer	Amber
Other	Emerald (default)