Aftercreating a custom agent role, admins andagents in custom roles with permissioncan view the role's permissions, who is assigned to it, and edit the role as needed.

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Summary: ◀▼

You can view, edit, and manage custom roles by adjusting permissions and seeing assigned agents. Comparing roles side by side helps review differences and update settings easily. Roles can only be deleted if no agents are assigned, requiring reassignment before deletion. This lets you control team access and responsibilities effectively through role customization and management.

After creating a custom agent role, admins and agents in custom roles with permission can view the role's permissions, who is assigned to it, and edit the role as needed.

The following topics are covered in this article:

  • Viewing and editing a custom role
  • Comparing custom roles
  • Deleting a custom role

Viewing and editing a custom role

From the detailed view of a role, you can edit the role's permissions and access and see a list of agents assigned to the role. If you're an agent with permission to manage roles, you can't modify your own role assignment or permissions.

To view or edit a custom role
  1. In Admin Center, click People in the sidebar, then select Team > Roles.
  2. Hover over the row of the role you want to view, then click the option menu icon () and select View or Edit.

    A detailed view of the custom role's settings is displayed. A list of users assigned to the role is also visible in a panel on the right.

  3. If editing the role, make your modifications. Keep the following in mind:
    • If you’re editing a custom role’s name, note that the name must be unique and can’t be too similar to the name of an existing role.
    • If you're editing a custom role with a name too similar to a system role, such as Admins or Team Leads, the description can't be changed unless the role's name is also changed.
  4. Click Save

Comparing custom roles

Role comparison lets admins select multiple custom roles and view their permissions side by side in a comparison matrix. The matrix shows which permissions are enabled for each role and includes expandable sections for more detail. This makes it easier to compare access levels, review role differences, and update role settings without opening each role individually.

To compare custom roles

  1. In Admin Center, click People in the sidebar, then select Team > Roles.
  2. Click Compare roles.
  3. In the drop-down list, select the roles you'd like to compare.

    The comparison matrix appears with permissions grouped within expandable sections.

  4. Expand sections to view and compare permissions between roles.

Deleting a custom role

You can only delete a role if no agents are assigned to it. If agents are assigned to the role, you must remove them before you can delete it.

To delete a custom role
  1. In Admin Center, click People in the sidebar, then select Team > Roles.
  2. Locate the role you want to delete, click the option menu icon (), and select Delete.
  3. Click Delete role to confirm deletion.
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