Understanding default roles

About Chat default roles

By default, each Tiledesk project includes three roles: Agent, Administrator, and Owner. Each of these roles by default has standard permissions and abilities.

Agents can:

• Chat with customers
• View and manage active or archived chats assigned to him or to the group he belongs to (if he belongs to a department configured with a group).
• Add another teammates to a conversation assigned to him or to the group he belongs to and can forward a conversation to another teammate
• Configure personal settings
• View the contacts
• Cancel the personal account

Administrators have all of the default agent privileges. In addition, an administrator can:

• View all the active and archived chats
• Archive all the conversations
• Configure global and personal settings
• Invite agents
• Manage triggers, departments and groups
• Create canned responses and tags
• Install apps from the marketplace
• See the Analytics

The owner has all the default administrator and agent privileges. In addition, the account owner can:

• Upgrade or downgrade the account’s plan
• Delete permanently chats
• Delete permanently contacts
• Change the teammate role
• Remove a teammate from the project
• Cancel the project account