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Everyone in a workspace has one role: owner, admin, manager or rep. The role decides which conversations they see and which screens they can open.

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The four roles

  • Owner. Everything an admin can do, plus billing, plan changes and deleting the workspace. There is exactly one owner.
  • Admin. The whole workspace: settings, members and teams, numbers, templates, workflows and integrations.
  • Manager. Sees every conversation, assigns and reassigns them, sends broadcasts, and looks after the reps on their team.
  • Rep. Works their own conversations and picks up unassigned ones. A rep does not see a teammate’s conversations and has no access to workspace settings.

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What each role can do

Analytics and the audit log also depend on your plan. See Plans.

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Change someone’s role

Owners and admins only.
1

Open the person

Go to Settings, then Users and teams, and select the person in the Members list.
2

Pick the new role

Choose admin, manager or rep under Role. The change is saved straight away and recorded in the audit log.
A few rules apply:
  • You cannot change your own role.
  • Nobody can change the owner’s role, and nobody can be made owner this way. Ownership moves only by transfer.
  • Making someone an admin takes them off their team, because admins work across every team.
You can also make someone a manager or a rep from a team’s page. See Teams.

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Transfer ownership

Owner only.
Transferring ownership hands over billing and the right to delete the workspace. You become an admin. If receipts were going to your email address, they move to the new owner’s address.
1

Open the new owner

Go to Settings, then Users and teams, and select the person who will take over.
2

Choose Transfer ownership

Under Danger zone, choose Transfer ownership and type their name to confirm.
3

Confirm

Choose Make [name] the owner. It takes effect immediately.