Roles and permissions

Custom roles and permissions for every person on your team.

Create your own roles and choose exactly what each one can see and do, down to whether an agent sees only their own conversations. Start from a role you already have, switch permissions on or off, and give it to your team.

Get Started For Free Chat on WhatsApp

Or start with $150 of credit, enough for a first month of Growth

  • Your own roles
  • Granular permissions
  • Own conversations only
  • Settings › Team › Roles

What a role controls

One switch for each thing a person can do

Permissions are grouped by area, with read, create, update and delete switches inside each one, so a role can open a screen without being able to change it.

  • Chat channels

    Who can connect, edit or remove WhatsApp, Instagram, Messenger and other channels, and manage their webhooks.

  • Conversations and messages

    Who can read conversations, send messages and short messages, and whether that covers all conversations or only their own.

  • CRM contacts

    Who can see customer profiles and who can create, edit or delete them.

  • Automation and AI

    Flows, functions, AI models, AI harnesses, MCP, agent runs, collections and events, each with its own switches.

  • Marketing

    Who can prepare and send campaigns and other marketing work.

  • Reports

    Who can open the Reports menu. It needs the "Read reports for tenants" permission.

  • Billing and wallet

    Keep plans, invoices, balance and payments with the people who handle money.

  • Team

    Who can invite people, change their roles and manage the rest of the team settings.

  • Apps and the rest

    The app store, file box, payments, landing pages, support and the other areas of your workspace.

Owned scopes

Agents see their own conversations, supervisors see everything

Several areas have an "owned" version of a permission. Give an agent "Read owned chat sessions" and they see the conversations assigned to them, plus free conversations waiting to be picked up if you allow it, while a supervisor role reads them all.

  • Read owned chat sessions for the agent role
  • Read free chat sessions to let agents pick up new conversations
  • Read access to every conversation for supervisors and managers
  • Same idea for other areas that have owned scopes
Unified team inbox Multi-agent call center

Examples you can build

Roles that match how your team works

There is no fixed list. These are examples of roles teams create, each one a set of switches you choose.

  • Agent

    Answers customers without seeing anyone else’s work.

    • Own and free conversations
    • Send messages
    • Read contacts
    • No settings, billing or automation

  • Supervisor

    Watches the whole inbox and keeps the queue moving.

    • All conversations
    • Assign and close conversations
    • Reports
    • Team view

  • Marketing

    Runs campaigns without touching live chats.

    • Marketing area
    • CRM contacts
    • Reports
    • No conversation access

  • Developer

    Builds the automation behind the inbox.

    • Flows and functions
    • AI models and harnesses
    • MCP and events
    • Channel webhooks

  • Finance

    Handles money and nothing else.

    • Billing and invoices
    • Wallet and balance
    • Payments
    • No customer conversations

How to create a custom role

Four steps in Settings, no code and no support ticket.

  1. Open Roles

    Go to Settings › Team › Roles and click + Create.

  2. Start from a reference role

    Give the role a name and pick an existing role as its reference, so you start from its switches instead of a blank page.

  3. Switch permissions

    Turn each permission on or off per area: read, create, update and delete, and owned scopes where they exist.

  4. Give it to your team

    Assign the role to team members. They see only the menus and actions the role allows.

Why it matters

Least access, without slowing anyone down

Each person gets what their job needs and nothing more.

  • Customer privacy

    Agents read only the conversations they handle, so customer data is seen by fewer people.

  • Safe automation

    Only the people you choose can change flows, AI models, functions or MCP connections that run live.

  • Clean billing

    Billing, wallet and payments stay with finance and owners.

  • Clear reporting

    Supervisors and managers get the Reports menu; agents get a focused inbox.

FAQ

Roles and permissions FAQ

How custom roles work in MonoChat.

Where do I create a custom role?

In Settings › Team › Roles, click + Create. You give the role a name, choose a reference role to start from, and switch each permission on or off.

Can an agent see only their own conversations?

Yes. Give the role "Read owned chat sessions" instead of access to all sessions. You can also allow "Read free chat sessions" so agents can see conversations waiting to be picked up.

How detailed are the permissions?

Very. Permissions are grouped by area, such as chat channels, conversations, messages, CRM, automation, marketing, reports, billing and team, and most areas have separate read, create, update and delete switches. There are hundreds of switches in total.

Can I control who changes flows, AI models and MCP connections?

Yes. Automation has its own permissions for flows, functions, AI models, AI harnesses, MCP, agent runs, collections and events, so you can keep live automation with the people who build it.

Who can see reports?

Anyone whose role has the "Read reports for tenants" permission. Without it, the Reports menu is hidden.

Do I have to build every role from scratch?

No. Every new role starts from a reference role you pick, so you copy its switches and change only what is different.

Keep exploring

First month of Growth on us

Give every teammate the right access

Create your first custom role in Settings › Team › Roles and invite your team to one shared inbox.

Start with $150 credit Chat on WhatsApp

One code per business • 30 days to redeem • No card needed

$150 to get started.

Claim