Roles and Permissions

Roles control what each person in your Resool workspace can see and do. Every member has exactly one role. Resool comes with five built-in roles (Owner, Admin, Manager, Agent and Viewer) that cover most teams, and you can create custom roles by picking from 38 permissions in five groups: Workspace, Communication, Work, Content and Insights.

#Built-in roles

Built-in roles can't be edited or deleted. Click View permissions next to one to see exactly what it includes.

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Settings › Roles

The Roles page listing Owner, Admin, Manager, Agent and Viewer with their descriptions and member counts, one custom role with the "Custom" badge, and the Create role button.

File: screenshots/roles-and-permissions-list.png

#Permissions by role

Each permission is shown with its label from the role editor. means the built-in role includes it.

Workspace

Communication

Work

Content

Insights

Some settings pages follow these permissions too: Workflows, Forms, Channels and Domains need Connect and configure channels; Apps and Import need Edit workspace settings; the Audit log needs See the audit log.

#How to create a custom role

1. Go to Settings › Roles.
2. Click Create role.
3. Under Role details, enter a Role name and, optionally, a Description.
4. Under Permissions, open each group and tick the permissions the role needs. Use Select all to tick a whole group. The counter shows how many are selected, for example "12 of 38 selected".
5. Click Create.

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Settings › Roles › Create role

The "Create role" dialog with Role name "Team lead (no export)", a description, the Communication group open with most permissions ticked except "Export contacts", the Select all checkbox, and the "x of 38 selected" counter.

File: screenshots/roles-and-permissions-editor.png

Then give the role to people from Settings › Members or when you invite them. See Inviting Teammates.

#How to edit or delete a custom role

1. Go to Settings › Roles.
2. Click ⋯ next to the custom role.
3. Choose Edit to change its name, description or permissions, then click Save changes. Members with the role get the new permissions straight away.
4. Or choose Delete and confirm. You can only delete a role that no one uses; move its members to another role first.

#Notes and limitations

• You can only grant permissions you have yourself. Permissions you don't have appear greyed out in the role editor. Owners can grant everything.
• Only an Owner can give someone the Owner role, and a workspace must always keep at least one active Owner.
• What a person can use also depends on your plan. A permission doesn't unlock a module your plan doesn't include. See Plans and Billing.
• Role changes are recorded in the Audit log, and a custom role's earlier name, description and permissions can be restored from there.

#FAQ and troubleshooting

#What's the difference between Owner and Admin?

Admins can do everything except manage billing and plans. Only Owners can change the plan, buy AI tokens, cancel the subscription, delete the workspace, and give someone the Owner role.

#Why can't I delete a custom role?

The role is still assigned to at least one member. Change those members to another role in Settings › Members, then delete it.

#Why are some permissions greyed out when I create a role?

You can't grant a permission your own role doesn't have. Ask an Owner to create the role or to add the permission to your role.

#Can an agent see customers' phone numbers and emails?

The built-in Agent role includes See contact emails and phone numbers. To hide them, create a custom role without that permission; contact details then appear partly hidden.

#What's next?

• Inviting Teammates
• Teams
• Audit Log
• Contact Data and Privacy