User Roles and Permissions
Overview
A user represents an agent in your department. A user can be assigned to multiple departments.
In this article, we'll discuss the different roles.
Roles
Glassix includes several predefined user types. Each type has a specific set of permissions to help you manage access in the right way for each team member.
| User type | Description | Recommended use |
|---|---|---|
| Workspace Admin | Full access to all workspace settings, users, departments, channels, and chatbot flows. | For system owners or internal admins who need full operational control. |
| Department Admin | Manages users, settings, and conversations within assigned departments. | For team leads or department managers. |
| Department User | Can handle conversations in assigned departments. No access to admin settings. | For agents, sales, or support reps. |
| Chatbot Editor | Can access and edit chatbot scripts and flows but cannot manage users or conversations. | For bot managers or automation leads. |
| Read Only | View-only access to conversations, without the ability to reply or edit. | For auditors, legal staff, or supervisors who only need visibility. |
| Reports and Dashboard Access | Allows access to analytics and reports. Can be added on top of other roles. | For business analysts or managers tracking performance. |
Info:
Workspace Admins must be assigned to all departments under the workspace in order to manage users and settings across them.
Workspace Admins can remove Department Admins from departments if needed.
The Reports and Dashboard Access role is additive — it can be assigned in combination with any other role.
Info:
Each user in Glassix must be assigned one primary role.
You can also optionally assign one or more management roles on top of the primary role.Primary roles (choose one):
Workspace Admin
Department Admin
Department User
Read Only
Management roles (optional, additive):
Chatbot Editor
Reports and Dashboard Access
Channel assignment settings
In addition to user roles, each user can be configured to receive automatic assignment of new conversations from specific channels.
This setting controls which new conversations are routed to the user by the automatic assignment logic.
Important:
A user can still see and participate in conversations from all channels available in their department(s), even if a particular channel is not selected for automatic assignment.
The available channels are:
Inbound Email Tickets
Inbound Chat Tickets
Inbound Facebook Messenger Tickets
Inbound Facebook Posts and Comments
Inbound SMS Tickets
Inbound Instagram DM Tickets
Inbound Viber DM Tickets
Inbound Apple Messages for Business Tickets
Inbound Twitter Tickets
Inbound Google Business Reviews Tickets
TikTok
Updated 2 days ago