In Chat, roles control what each user can do, from managing settings to replying to chats. Learn about each role type, how to assign permissions, and how licences work for Chat agents and admins.
Chat user types
There are three types of user in Chat:
Account owner
The master account for Chat and the primary account associated with your account. Account-owners can do everything.
Chat admin
Responsible for managing your Chat settings. Combined with a Chat agent licence, they can reply to messages too.
Chat agent
Chat agents are assigned incoming chats and can read and reply to messages.
The table below shows the capabilities of each role:
| Account owners | Chat admins | Chat agents |
Manage Chat admins | Yes | Yes | No |
Manage Chat teams | Yes | Yes | No |
Manage Chat agents | Yes | Yes | No |
Edit Chat settings | Yes | Yes | No |
Edit automated messages | Yes | Yes | No |
View reports | Yes | Yes | Yes |
Read Chats | Yes | Yes | Yes |
Reply to Chats | Yes | Yes, with a Chat agent license | Yes |
Transfer Chats | Yes | Yes | Yes |
Capabilities may depend on the number of chat licenses in your account. If the Can use Chat permission isn’t available for a new user, your license limit might be reached.
Add a Chat agent
Expand the User menu, then go to Settings > Users and teams > Users.
Select Edit (the pencil icon) for the user you want to add to Chat.
On the Manage user page, select the Default permissions tab.
For the permission Can use Chat, select YES.
For the permission Contacts, select YES.
All Chat agents must have Contacts permission set to YES.Select SAVE.
Remove a Chat agent
Expand the User menu, then go to Settings > Users and teams > Users.
Select Edit (the pencil icon) for the user you want to remove from Chat.
On the Manage user page, select the Default permissions tab.
For the permission Can use Chat, select NO.
Select SAVE.
Add a Chat admin
Assigning the Can use Chat permission to a Chat admin uses one Chat agent license from your account’s allocation.
Expand the User menu, then go to Settings > Users and teams > Users.
Select Edit (the pencil icon) for the user you want to add as a Chat admin.
On the Manage user page, select the Default permissions tab.
Select YES for Can manage account. This also allows the user to edit other account settings.
If you want the user to be able to reply to messages, select YES for Can use Chat. This uses one Chat agent license.
Select SAVE.
Remove a Chat admin
To remove Chat admin permissions from a user:
Expand the User menu, then go to Settings > Users and teams > Users.
Select Edit (the pencil icon) for the user you want to remove from being a Chat admin.
On the Manage user page, select the Default permissions tab.
Select NO for Can manage account. This also stops the user editing other account settings.
If you want the user to be able to reply to messages, select YES for Can use Chat. This uses one Chat agent license.
Select SAVE.