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Assigning user roles to your team and customers

In Kayako, each user account is assigned to a particular role, which controls their level of access. Customer user accounts, for example, have only limited access to some Help Center features. Administrator accounts, on the other hand, have free rein of Kayako's settings and configurations.

In this article we'll go over the five out-of-the-box user roles in Kayako, the individual permissions that each role has, and the steps necessary for changing the role for a particular user.

Understanding the different user roles available

In order to control which users have access to specific features, Kayako has five standard user roles, each with different permissions:

  • Customer — All new users are customers by default. They can sign in to the Help Center to start and keep and eye on their conversations with your support team.
  • Collaborator — This role allows users other than your agents to view conversations and leave private notes on conversation timelines. Collaborators let you loop internal stakeholders into important conversations, without having to buy each one a seat on your account.  Learn more in our article on collaborators. 
  • Agent — This role allows users to manage and respond to conversations and Help Center content, without giving them access to Kayako's configuration options.
  • Administrator — More power, more responsibility. This role grants support managers and other power users access to broad range of permissions for customizing and configuring Kayako.
  • Owner — The most powerful of all the user roles in Kayako (don't let it go to your head). When your organization signs up for Kayako, the initial user account that's created will automatically be assigned to the owner role. You can also assign the owner role to additional users.

NOTE: When calculating pricing, by the way, any user in the 'Agent', 'Admin', or 'Owner' role counts as one agent. Each plan allows for a set number of 'Collaborator' users, as well, and there's no limit on your 'Customer' users — we know you'll have loads!

Below is a table that describes which permissions each user role has.

Log in to the help center
Submit & reply to conversations
View help center articles
Edit their user profile
Edit existing help center articles

Publish help center articles

Manage the Help Center

Access the agent area

Be assigned to conversations

Post private notes to conversations

Reply publicly to conversations

Split and merge conversations

Trash conversations

Sign in to messenger

Accept new messenger requests and invitations

Create and update users and organizations

Delete customer users and organizations

Manage teams

Delete staff users and teams

Change user roles

Access the admin area

Manage endpoints

Manage channels

Manage brands

Manage conversation views

Manage conversation macros

Manage localization

Manage automations

Manage SLAs and business hours

Manage conversation fields

Manage custom user and organization fields

Manage system configuration

Access account management

Change subscription plan

Update billing information


NOTE: If you're on the Scale or Enterprise plan, you can not only make changes to the 'Administrator' and 'Agent' user roles, but you can also add custom roles. Learn more in our article about customizing user roles.

Now that you have a good idea of what the different user roles do, let's look at how to change the role for a particular user.

Changing the role of a user

Each user account is assigned to a particular user role. You can change this assignment at anytime by editing their user profile.

NOTE: To edit user roles in Kayako, you will need an agent account with the 'Create and update users and organizations' permission.

To change the role for a user account:

  1. Sign in to Kayako and go to the agent area.
  2. Search for and open the user profile you want to edit.
  3. From the Role field, select the user role you want to assign them.
  4. Click the Submit button to save your changes.
    NOTE: If you're assigning a user to a more powerful role — from collaborator to agent, for example — a warning dialog box will pop up and ask you confirm the change.

And that's all there is to it. If you're on the Enterprise plan and you're interested in learning more about customizing user roles, you can learn more here.

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  1. Kelly O'Brien

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