Custom roles are reusable permission sets you can assign to teammates in your Chatwoot workspace. This makes it easy to update permissions for multiple team members at once.
Create a new custom role
To create a new role, go to Settings > Custom Roles, and click Add custom role.
Enter a name, description and required permissions for your role:
Write a clear description that tells teammates exactly what permissions and abilities this role grants them in Chatwoot.
Then save your new role.
Assign roles to your teammates
To assign a role to a teammate, go to Settings > Agents and click Edit button next to the teammate whose role you want to change.
To assign a role to your teammate, click the drop down under Roles and select the desired role.
Note: Your teammate must be linked to an inbox before making these changes.
Then save your changes.
Edit or Delete Custom Roles
To edit a role, go to Settings > Custom Roles, and click Edit button next to the role you want to edit.
Edit the role's name, description, and permissions.
To delete a role, go to Settings > Custom Roles, and click Delete button next to the role you want to delete.
Confirm to delete the role.
Permission Levels Overview
Here are the available permission levels and their corresponding access scopes:
Permission Level Breakdown:
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Manage All Conversations: Full access to all conversations in assigned inboxes
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Manage Unassigned & Own Conversations: Access to personal assignments and unassigned conversations only
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Manage Participating Conversations: Access limited to personally assigned and participated conversations
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Manage Contacts: Full access to contact management features
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Manage Reports: Access to view reports
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Manage Knowledge Base: Full access to create, edit, and manage knowledge base content
These permission levels can be combined to create custom roles that match your team's specific needs.