Owner, Admin and Agent: who does what

Each member has a Role in the company: Owner, Admin or Agent. The same person can have a different Role in each company.

Owner

Each company has exactly one Owner. The Owner has every Admin right, plus the danger zone: transfer ownership and delete the company.

Admin

An Admin answers Contacts and runs the company: its settings, members and invitations, Apps and their settings. An Admin can also merge and delete Contacts, and always has every App.

Agent

An Agent answers Contacts in their Apps: replies, internal notes, assigning, resolving, tags, saved replies and blocking a Contact. Admin-only pages show with a lock. Three permissions can be set for each Agent:

• Contacts: see the Contacts list and profiles. On by default.
• Stats: see the stats of the Apps allowed. On by default.
• Saved replies and tags: create, edit and delete them. Off by default.

To change a Role, open Company settings > Members, open the member’s three-dot menu, choose “Edit role and access”, then Admin or Agent, then save. The Owner’s Role only changes through an ownership transfer.