A role decides what someone sees and does. Each person in a company has one role. Change a person’s role in Settings → Agents. Roles are in Settings → Roles.
The built-in roles
| Role | For | Sees | Does |
|---|---|---|---|
| Owner | The person who signed the company up. There’s exactly one | Everything | Everything. Only the Owner hands over ownership, manages administrators, closes the company and runs a group |
| Administrator | Whoever runs your Texa Desk | Everything | Everything except the Owner’s few |
| Supervisor | Team leads and branch managers | Their teams’ and branches’ conversations, and their inboxes | Reply, notes, assign, resolve and export; contacts; their teams’ reports; pause Texa AI in an emergency; read Texa AI’s settings |
| Agent | The front line | Conversations in their inboxes, and their own | Reply, notes, assign and resolve; contacts; the Texa AI panel |
| Viewer | Compliance, audit and internal control | Every conversation | Reads only: conversations, contacts, every report, the audit log and every Texa AI section. Never replies or changes anything |
Everyone always sees the conversations assigned to them, and those they take part in.
Ready-made roles
Under Add role, these start as copies you can change:
- Notes only: reads conversations and writes private notes, but never replies to customers.
- IT officer: channels, integrations, API keys, Texa AI’s actions and developer tools. No conversations or contacts.
- Approver: approves knowledge, procedures, campaigns and studies, and reads the rest.
- Finance: billing and reports.
Make your own
- Go to Settings → Roles and choose Add role, or Copy an existing one.
- Give it a Name and say What it is for.
- Under Conversations they see, choose: every conversation, their branches’, their teams’, their inboxes’, unassigned ones in their inboxes, or only their own.
- Under What they do in conversations, tick reply, private notes, assign, resolve and change, delete, and export.
- Tick what they may do with contacts, reports, settings, people and billing.
- Under Texa AI, choose View, Change or Approve for each area. Approving is separate from changing, so one person writes and another approves.
- Choose Save role.
You can only give powers you have yourself. Only the Owner and Administrators can make someone an Administrator.
To delete a role that people have, choose the role they move to.
When a role changes
The person’s Texa Desk and app update straight away. A conversation they can no longer see leaves their list.