Every member of your workspace has one role. The role decides what they can see and change in Soosh. Anything a role can’t see is hidden from the menu, so each person sees only the parts they need.
Why roles exist
Section titled “Why roles exist”A shop with 2 people can share everything. A team of 20 can’t. At Blue Lotus Fashion, agents like Ravi answer chats all day. They don’t need the wallet, API keys or the list of members. Roles keep each screen focused, and keep costly or risky settings with the people responsible for them.
The built-in roles
Section titled “The built-in roles”Soosh has 4 built-in roles. You can’t change them, but you can open each one in Settings > Roles and permissions (opens Soosh in a new tab) to see exactly what it allows.
- Owner. Everything, including money. There is exactly one owner: the person who owns the workspace. The owner can hand it to someone else. Only the owner can add money to the wallet, change automatic top-up and set the AI spending limit.
- Admin. Everything except changing billing. Admins can see the wallet, but can’t add money. Only the owner can make someone an admin.
- Manager. Runs the day-to-day work: chats, contacts, campaigns, templates, the bot, the knowledge base and analytics. Managers can see the list of members, so they can assign chats to them. They can’t add or remove members, or change roles. They also can’t see API keys, the audit log, calling settings or the wallet. They can see teams, but not change them.
- Agent. Answers customers. Agents read and reply to chats, take chats from the queue, hand chats on, use saved replies and make calls. They can see contacts and tags, but not change them.
Defaults that may surprise you
Section titled “Defaults that may surprise you”- Agents see every chat. The built-in Agent role can view all contacts, and so every chat in the workspace. To limit someone to the chats assigned or handed to them, give them a custom role without View on contacts.
- Agents can hand chats over. The Agent role can transfer chats and pick them up from their teams’ queues. It can’t see the whole queue or assign chats.
- Agents see only their own calls, and their recordings. Managers and admins see every call.
Custom roles
Section titled “Custom roles”When a built-in role doesn’t fit a job, make your own, like Support lead. You choose what it can do in each area: view, create and edit, delete, and actions like assign or pick up.
A few rules keep this safe:
- You can only give permissions you have yourself.
- A role that can manage members and roles, or change billing, can only be created and given out by the owner.
- Areas your workspace doesn’t have aren’t offered.
Roles and teams
Section titled “Roles and teams”Roles and teams answer different questions. A role says what someone can do. A team says which chats and calls come to them.
A team like Wholesale receives chats from bot flows, the AI and call menus, and shares them between its members. Joining a team gives no extra permissions. Ravi can be an agent in both the Wholesale and Support teams.
Members who can’t view teams see only the teams they belong to. In the app, changing a team, or who is in it, needs Teams: Create and edit, even for the team’s manager.