How to Configure Team Roles and Permissions

Converge has three built-in roles with different permission levels. Understanding these helps you assign the right access to each team member.

Owner:

• Full access: Can do everything in the workspace
• Billing: Can view and update billing information, change plans
• Team management: Can invite, remove, and change roles of any team member
• Settings: Full access to all workspace settings
• Conversations: Can view and respond to all conversations
• Data: Can export all data, delete the workspace
• Limit: Only one Owner per workspace (though you can transfer ownership)

Admin:

• Team management: Can invite Agents and change Agent roles, but cannot manage or remove Owners/Admins
• Settings: Can access and modify most workspace settings
• Conversations: Can view and respond to all conversations
• Limitations: Cannot delete workspace, change billing, or manage Owners/Admins

Agent:

• Conversations only: Can view and respond to assigned or unassigned conversations
• Customer profiles: Can view customer information and conversation history
• Limitations: Cannot access settings, billing, team management, or data exports

When you invite a new team member, choose their role carefully based on what they need to do.

Assigning roles:

• Most team members → Agent: Support agents who primarily handle customer conversations don't need admin access
• Team leads → Admin: Managers who need to supervise the team, access settings, and manage agents
• Executives/Founders → Owner: Only for those who need full control including billing and workspace deletion

Principle of least privilege: Give team members the minimum access they need to do their jobs. This improves security and prevents accidental changes. It's easy to promote someone later if they need more access.

When to upgrade an Agent to Admin:

• They need to manage other agents
• They need to configure workspace settings
• They're taking on team lead responsibilities

When to downgrade an Admin to Agent:

• They no longer manage the team
• They're transitioning to an individual contributor role
• To reduce risk of accidental changes

You can change team member roles at any time from the Team settings page.

How to change a role:

1. Go to Settings → Team
2. Find the team member whose role you want to change
3. Click the role dropdown next to their name
4. Select the new role
5. Confirm the change

Changes take effect immediately: The team member's permissions update instantly. If you're demoting an Admin to Agent, they immediately lose admin access. If promoting an Agent to Admin, they immediately gain additional permissions.

Notification: Team members receive an in-app notification when their role changes. This keeps them informed about their access level.

Who can change roles:

• Owners can change anyone's role (Agent ↔ Admin)
• Admins can only change Agent roles — they cannot promote other Admins or change the Owner's role
• You cannot change your own role

Note: The Owner role is permanent for the original workspace creator. There is one Owner per workspace.

Understanding how roles affect day-to-day workflows helps you configure them correctly.

What agents see vs admins:

• Agents: See the inbox, conversations, and customer profiles. No Settings menu, no Team management, no billing access.
• Admins: See everything agents see, plus Settings, Team management, and Analytics. No billing or workspace deletion.
• Owners: See everything including billing and workspace management.

Permission boundaries:

• Agents cannot: Access Settings, invite/remove team members, view billing, export data, delete workspace
• Admins cannot: Delete workspace, change billing, manage Owners/Admins

Why use roles:

• Security: Prevents accidental or intentional misuse of admin privileges
• Focus: Agents focus on supporting customers without distractions from settings
• Compliance: Some regulations require limiting access to customer data and settings
• Scalability: As teams grow, clear roles prevent chaos

Success indicator: When team members have exactly the access they need — no more, no less — and your workspace remains secure and well-managed, your role configuration is correct.