# Custom roles and permissions for your team

Source: https://frosvo.com/docs/roles-and-permissions
Updated: 2026-10-22

Let a trusted teammate manage automation, channels or reports without making them an owner. Create a role, choose what it covers and give it to people.

Not everyone needs the keys to everything. A **role** lets an agent look after one part of your workspace while owners keep control of the sensitive parts.

![Settings, Team, Roles and permissions, with the New role button](/docs-img/settings-roles.webp)

## How access works

- **Owners** can do everything.
- **Agents** answer conversations.
- A **role** is a named list of extra areas an agent may manage, such as "Team lead".

## The areas a role can include

| Area | What it covers |
|---|---|
| Websites and widget | Widget look and settings, websites, pop-ups, tours, recordings and testimonials |
| AI Agent and knowledge | Articles, website pages, files, Q&A and re-indexing |
| Automation | Workflows, routing, response-time targets, proactive messages, shared replies, shortcuts and macros |
| Channels | Connecting email, WhatsApp, Messenger and other channels, delivery retries and templates |
| Contacts and data requests | Importing and exporting contacts, contact fields and visitors' data requests |
| Reports | Exporting reports and seeing what the AI costs |
| Status, booking and ideas pages | Status pages, booking pages and the public ideas board |
| Plugins | Installing and setting up plugins |

## Create a role

1. Go to **Settings → Team** and open **Roles & permissions**.
2. Click **New role**.
3. Give it a **Name**, for example "Team lead".
4. Tick what people with this role can manage, besides answering conversations.
5. Click **Save**.

## Give the role to someone

In the same page, under **Who has which role**, choose the role in the box next to a teammate's name. To take it away, choose **Conversations only**.

## Edit or delete a role

Use **Edit** to change the areas, or **Delete** to remove it. If anyone still has the role, Frosvo asks first; people lose its permissions and go back to conversations only.

## What stays with owners

Billing, API keys, the audit log, single sign-on, the team and ownership, workspace data and deletion, identity verification and the AI budget cannot be given to a role. Only owners see them.

## A sensible starting setup

- **Team lead:** Automation, Reports, Channels.
- **Content editor:** AI Agent and knowledge.
- **Website manager:** Websites and widget, Plugins.

Learn how to add people in the [team guide](/docs/team), read about the [audit log and security](/docs/security), and see the [settings overview](/docs/settings-overview) for where each area lives. Shared replies and macros need the Automation area; see [saved replies and macros](/docs/saved-replies-and-macros).

## Common questions

### Which plans have custom roles?

Plus and above. On a plan without them, the roles you made are kept but ignored, and they work again after an upgrade.

### Can a role give someone access to billing?

No. Billing, API keys, the audit log, single sign-on, the team and ownership, workspace data and deletion, identity verification and the AI budget stay with owners.

### Can outsourced agents have roles?

No. Outsourced agents only see the conversations of the websites they are assigned to and cannot have a role.

### What can a person with no role do?

Answer conversations. A role adds the ability to manage extra parts of the workspace.