On this page
Each teammate has a role on the site. The role decides what they can see; for agent-only teammates, permission switches fine-tune it.
Roles
| Role | Live chat | Website analytics | Notes |
|---|---|---|---|
| Owner | Everything | Yes | Manages plan, members and settings |
| Admin | Everything | Yes | Can open Chat settings |
| Analyst | Inbox, replies, reports | Yes | Can’t export or delete conversations or edit the knowledge base |
| Agent only | Live chat menus only | No | For support staff and outsourced teams |
| Viewer | No | Yes | Can’t use live chat |
Agent-only permissions
Open Live chat › Agents, pick an agent-only teammate and choose Profile & permissions. Defaults are deliberately tight.
| Permission | Default |
|---|---|
| Conversation scope | Assigned to them, plus unassigned |
| Visitor context card | On |
| Live visitors & proactive messages | Off |
| Manage site-wide canned replies | Off |
| Export conversations | Off |
| Delete conversations | Off |
| Ban visitors | On |
| Delete any message in a conversation (logged) | Off |
| Broadcast | Off |
| Manage site-wide stickers | Off |
| Support reports | Own numbers only (or hidden, or whole team) |
Changes apply to agents who are online immediately.
Profile
Each agent sets a display name, avatar and signature that visitors see, for example “Ann · Pre-sales · English & Deutsch”. These can differ from their login name.
Seats
Each person who can handle chats takes a seat. Cubby doesn’t. See Plans and quotas.