> ## Documentation Index
> Fetch the complete documentation index at: https://docs.aifocus.dev/llms.txt
> Use this file to discover all available pages before exploring further.
# Custom Roles
> Create custom roles with specific permissions
# 👔 Custom Roles
Create custom roles with specific permissions for each team function.
***
## 📋 What are Custom Roles?
**Roles** define what each user can/cannot do.
**Default Roles:**
```
🔴 Administrator → Full access
🟡 Agent → Basic access
```
**Custom Roles:**
```
🟢 Sales Supervisor → Permissions specific to sales
🔵 Technical Lead → Permissions specific to support
🟣 Financial Analyst → Access only reports
```
***
## ✨ Why Use Custom Roles?
Access only to necessary
Clarity of responsibilities
Regulatory requirements
Easy to add new users
***
## 🆕 Create Custom Role
1. **"Settings"** → **"Custom Roles"**
2. **"New Role"**
3. Configure:
**Name:** `Sales Supervisor`\
**Description:** "Sales team supervisor with reports access"
**Permissions:**
### Conversations
```
✅ View all conversations
✅ Assign conversations
✅ Reassign conversations
✅ Close conversations
❌ Delete conversations
```
### Contacts
```
✅ View contacts
✅ Edit contacts
✅ Create contacts
❌ Delete contacts
❌ Export contacts
```
### Reports
```
✅ View team reports
✅ View individual reports
✅ Export reports
❌ View financial reports
```
### Settings
```
❌ Modify inboxes
❌ Add/remove agents
❌ Change integrations
❌ Access audit logs
```
4. **Save**
***
## 🎯 Role Examples
### 1. Sales Supervisor
```
Purpose: Manage sales team
Permissions:
✅ View all sales team conversations
✅ Reassign conversations to other agents
✅ Access team performance reports
✅ Create/edit contacts
✅ Apply labels and tags
❌ Delete data
❌ Change system settings
❌ Export customer data
```
**Use when:** Sales team leader
```
---
### 2. Technical Lead
```
Purpose: Support technical team
Permissions:
✅ View all support conversations
✅ Escalate complex issues
✅ Access technical integrations
✅ Configure bots and automations
✅ View SLA metrics
❌ Access financial reports
❌ Modify billing settings
❌ Manage users (except team)
```
**Use when:** Technical support leader
```
***
### 3. Financial Analyst
```
Purpose: Access only reports and metrics
Permissions:
✅ View all reports
✅ Export reports (CSV/PDF)
✅ Access audit logs (read-only)
✅ View conversation history
❌ Respond to conversations
❌ Edit contacts
❌ Change any settings
❌ Access integrations
```
**Use when:** Analyst/controller who needs data
```
---
### 4. Read-Only Agent
```
Purpose: View-only access for training
Permissions:
✅ View conversations (read-only)
✅ View contacts (read-only)
✅ View knowledge base
❌ Respond to conversations
❌ Edit anything
❌ Export data
❌ Access settings
```
**Use when:** New employee training
```
***
## 📋 Available Permissions
### Conversations
```
├─ View own conversations
├─ View team conversations
├─ View all conversations
├─ Respond to conversations
├─ Assign conversations
├─ Reassign conversations
├─ Change status
├─ Change priority
├─ Apply labels
├─ Close conversations
└─ Delete conversations
```
### Contacts
```
├─ View contacts
├─ Create contacts
├─ Edit contacts
├─ Delete contacts
├─ Export contacts
├─ Import contacts
└─ Merge contacts
```
### Reports
```
├─ View own reports
├─ View team reports
├─ View all reports
├─ Export reports
└─ Access audit logs
```
### Settings
```
├─ Manage inboxes
├─ Manage agents
├─ Configure integrations
├─ Configure automations
├─ Configure SLA
├─ Manage labels
├─ Manage teams
└─ System settings
```
***
## 💡 Best Practices
### Design
✅ **Principle of least privilege**: Only necessary access\
✅ **Clear names**: "Sales Supervisor" not "Role3"\
✅ **Document**: What role is for\
✅ **Review regularly**: Permissions still appropriate?
### Management
✅ **Start restrictive**: Add permissions as needed\
✅ **Test before**: Validate with 1 user\
✅ **Quarterly audit**: Review who has what\
✅ **Immediate revocation**: Former employee → disable
### Compliance
✅ **Document access**: Who approved each role\
✅ **Audit trail**: Changes to roles logged\
✅ **Separation of duties**: No one person too much power
***
## 🚀 Next Steps
Reinforce platform security
Monitor permission usage