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 typeDescriptionRecommended use
Workspace AdminFull access to all workspace settings, users, departments, channels, and chatbot flows.For system owners or internal admins who need full operational control.
Department AdminManages users, settings, and conversations within assigned departments.For team leads or department managers.
Department UserCan handle conversations in assigned departments. No access to admin settings.For agents, sales, or support reps.
Chatbot EditorCan access and edit chatbot scripts and flows but cannot manage users or conversations.For bot managers or automation leads.
Read OnlyView-only access to conversations, without the ability to reply or edit.For auditors, legal staff, or supervisors who only need visibility.
Reports and Dashboard AccessAllows access to analytics and reports. Can be added on top of other roles.For business analysts or managers tracking performance.

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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.


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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.

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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

WhatsApp

Instagram

Inbound Instagram DM Tickets

Inbound Viber DM Tickets

Inbound Apple Messages for Business Tickets

Inbound Twitter Tickets

Inbound Google Business Reviews Tickets

TikTok