A role is a bundle of permissions, and every user is assigned one. Roles decide what someone can view, edit and manage across tickets, chat, voice, the knowledge base, analytics and settings.
Users cannot be given permissions directly — permissions belong to roles, and roles are assigned to users. As your team grows, this is what keeps access manageable.
The three default roles
Admin — Full access to every configuration. Assign to support and ops managers, and anyone setting up channels, workflows or categories.
Supervisor — Team oversight: monitoring, reporting and supervision tools, usually scoped to their groups and brands.
Agent — Day-to-day handling of tickets, chats and calls.
If the defaults fit your team, you may never need a custom role.
What permissions cover
Permissions are individual capability toggles, grouped by function:
- Knowledge base — Create, edit and delete articles; manage categories and article languages.
- Chat and live chat supervision — Chat monitor, chat triggers, chatbot editor, quick replies and agent settings.
- Voice — Voice chat monitor and IVR management.
- Tickets, cases and automations — Ticket categories, automations, ticket triggers and case management.
- AI chat — AI chat supervision and AI escalations.
- Analytics and reports — Analytics access, shift handover and agent availability.
- Channel management — Email, phone, WhatsApp, Facebook, Twitter and Telegram.
- User and group management — Users, roles, groups, brands and languages.
Create a custom role
- Go to People Configuration.
- Open Roles.
- Select Add Role.
- Give the role a clear name — "Payments Supervisor" beats "Custom Role 2".
- Work through the permission matrix, enabling only what the role genuinely needs.
- Save.
- The role becomes available when inviting users and when changing an existing user's role.
Change a user's role
- Go to People Configuration > People.
- Find the user.
- Change their assigned role.
- Save.
- The change applies to their next action in Pleased; ask them to refresh if they have the console open.
Good practice
- Grant the minimum that lets someone do their job. It is easy to add a permission later and awkward to explain why someone deleted a category.
- Build roles around jobs, not people. "KYC Agent" survives staff changes; "Sarah's permissions" does not.
- Review roles when your process changes. New channels and new features bring new permissions that existing roles will not have.
- Keep the number of custom roles small. Every extra role is another thing to maintain.
Troubleshooting
A user cannot see a settings page. Their role lacks the corresponding permission. Check the permission matrix for that role rather than changing their group.
A user cannot see a ticket view. That is groups, not roles — see Creating groups.