How do Customer Service roles differ?
Agent, supervisor, administrator, analyst and light-agent permissions.
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| Role | Capabilities |
|---|---|
| Support Agent | Read and reply to conversations; create and update customer records; view and invite live visitors; edit knowledge base articles but not publish them. |
| Light Agent | Read conversations and write internal notes only. Cannot reply to customers or be assigned conversations. |
| Support Supervisor | Agent capabilities plus assignments, conversation merging, redaction, customer merging, reports, live chat monitoring and article publishing. Can view settings but not change them. |
| Customer Service Administrator | Supervisor capabilities plus management of all Customer Service settings. |
| Support Analyst | Read-only access to reports and settings, without conversation access. |
Each agent's Access settings can further limit conversations to all, their team or only their own, and restrict which brands they work on.
Permanent anonymisation of customer data is not included in any built-in role. Only an administrator who can manage roles can grant that permission.
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