How do I control what my chat agents can do in the account? How do I manage my agent's permissions in chat?
You can control your agent's permissions in chat by defining their chat role and by customizing the permissions in that role. You can set an agent to one of the default roles in Zendesk Chat, or if you have Chat Enterprise you can Create custom Chat roles and assign them to users.
To view or edit your chat roles, open your Chat dashboard and navigate to Settings > Roles > click on one of the roles.
To change what role each agent has assigned to them go to Settings > Agents > click on the agent you would like to update, and change the selection in the Role dropdown at the bottom of that agent's profile.
If you have any trouble making changes to your agent's role, this article may help: Why is the option to change my chat agent's role or permissions to administrator greyed out?