Usage

Fin AI Copilot included usage allows each teammate to use Fin AI Copilot in up to 10 conversations or tickets per month.

Conversation access

Restrict teammate’s access to conversations according to assignment. Learn more

Note: Conversations a teammate does not have access to will show as redacted, but a teammate will always be able to access conversations assigned directly to them.

Can manage general and security settings

Without this, teammates cannot access some of the General settings, create Custom Objects and all of the Security settings.

This includes the following settings:

General settings

Security settings

Can manage teammates, seats and permissions

Without this, teammates cannot access the Teammates section in Workspace settings, including Roles and Activity logs.

This includes the following settings:

Can manage teams

Without this, teammates cannot access the Teams section in Help Desk settings.

Can change status

Without this, teammates cannot edit other teammate's away status

Can access Messenger settings

Without this, teammates cannot access the Messenger section in the Channels settings.

This includes the following settings:

Can access Billing settings

Without this, teammates cannot access the Billing section of a workspace and cannot delete a workspace.

This includes the following settings:

Can access Proactive Support settings

Without this, teammates cannot access Proactive Support settings.

This includes the following settings:

Can edit Default sender address

Without this, teammates cannot edit the default sender address within Email settings.

Can access workspace data

Without this, teammates cannot access Data settings, including:

Can access people, companies, and account lists

Without this, teammates cannot access workspace Contacts, restricting access to users, leads, companies, accounts, and conversations.

​Note: Some of this data can still be accessed in other product areas (e.g. Proactive Support, Reporting).

Can access lead and user profiles

Without this, teammates cannot access individual lead, user, or company profiles. They will either be blocked from moving off their current screen (Help Desk or Contacts) or redirected to their inbox if they arrive from a URL link.

Can export lead, user, company data

Without this, teammates cannot export people or company data from the Contacts List, they also cannot export most Reporting CSVs.

Can import contacts, companies and tickets

Without this, teammates cannot import new data via CSV from Contacts, or via Mixpanel or Mailchimp apps, or from Zendesk.

Can manage tags

Without this, teammates cannot create new tags via the Help Desk, or from Tags settings.

Note: They can still tag conversations.

Can access developer hub

Without this, teammates cannot access Developer Hub in the workspace.

Can install, configure and delete apps

Without this, teammates can visit the app store but must request an app be installed from an admin in a dropdown list.

Can create and update draft Help Center Articles

Without this, teammates can see Help Center Articles lists and views but cannot create or or save changes to any articles.

Can manage and publish Help Center Articles

Without this, teammates cannot manage, publish, or unpublish Help Center Articles, or manage Help Center settings and Collections.

Can manage saved views for Help Center Articles

Without this, teammates can see Help Center Articles lists and views but cannot create or modify existing views.

Can create and manage content in the Knowledge Hub

Without this, teammates can view content in the Knowledge Hub, but cannot create, import, or update content.

Note: Public articles are managed with the Help Center Articles permissions above.

Can manage Automation settings and inbound Workflows

Without this, teammates cannot create, edit, delete, duplicate, set live, or pause inbound workflows, nor can they change automation settings. However, they can still tag existing workflows.

Can manage outbound Workflows

Without this, teammates cannot create, edit, delete, duplicate, set live, or pause outbound workflows. However, they can still tag existing workflows.

Can bulk message visitors, leads and users

Without this, teammates cannot set any content-type live from Proactive Support, but they can still reach out individually from Contacts.

Note: Setting any Outbound Workflows live also requires the "Can manage Outbound Workflows" permission.

Can publish News

Without this, teammates can create and edit News Items but they cannot set any items live.

Can send outbound emails from custom email addresses

Without this, teammates can neither create an email template in Proactive Support with a custom address sender, nor start a conversation via the Help Desk composer (Help Desk > New conversation) from a custom address.

Can export Proactive Support data

Without this, teammates cannot export audiences or content performance in Proactive Support.

Has to use default rules in new messages (only available in Custom Roles)

Without this, teammates can set any audience filters for any content type.

Does not apply to 1:1 messages/chats.
​
​Note: This can only be set up in Custom Roles, not for individual teammates.

Can set Product Tours, Tooltips, and Checklists live

Without this, teammates cannot set a product tour live for end users.

They can still create and save product tours as drafts, and edit existing product tours.

Can set Surveys live

Without this, teammates cannot set a survey live.

They can still create and save surveys as drafts, and edit existing product tours.

Can manage Surveys data

Without this, teammates cannot view the Survey Responded stats, or the Survey Responses report, or export Survey data as a CSV.

Can access real-time dashboard

Without this, teammates cannot access the Help Desk dashboard.

Can reassign conversations and edit lead or user ownership

Without this, teammates cannot reassign conversations from another teammates' inbox, or edit lead ownership via the sidebar or profile.
​
​Note: They can still reassign conversations from their own inbox, the unassigned, and other team inboxes.

Can export conversation transcripts

Without this, teammates cannot export the conversation transcript from the Help Desk as a .txt file.

Can delete replies and notes from a conversation

Without this, teammates cannot delete a message/note from any conversation they can access.

Can manage shared macros

Without this, teammates can only create macros for their own use in Settings>Help Desk>Macros (Saved replies).

Can manage views

Without this, teammates can view existing Help Desk views but not create new views or edit existing ones.

Can manage rules

Without this, teammates cannot access the Settings> Help Desk > Rules

Can manage Balanced assignment and Workload management

Without this, teammates cannot access Workload management in Help Desk Assignments settings, nor select the Balanced assignment method when editing Teams settings.

Also controls the ability to edit the team reply time setting.

Can manage Round Robin assignment

Without this, teammates cannot select the Round Robin assignment method when editing Teams in settings.

Can manage auto away mode

Without this, teammates cannot access the Automatic away mode configuration in Help Desk settings. More info

Can manage teammate presence

Without this, teammates cannot access the Teammate presence configuration in Help Desk settings that controls whether the Help Desk displays any additional teammates are viewing a conversation at a given moment.

Can listen on calls

Without this, teammates cannot monitor live calls.

Can access Reports

Without this, teammates cannot access workspace Reports.

Can share Reports

Without this, teammates cannot export conversation or ticket data from the Data export section in Reports.

​Note: "Can access Reports" permission is required to access this feature.

Can export CSV

Without this, teammates cannot export conversation data from the Data export section in Reports.

Note: "Can access Reports" permission is required to access this feature.

Can access Chart drill-in

Without this, teammates cannot access drill-in data from Custom reports.

Can manage Workspace folders

Without this, teammates cannot control which folders and reports are visible in other teammates' individual workspaces.

Can view/edit/delete Custom reports

Without one of these, teammates have gradually increasing access to custom reports, ranging from; no access at all, view only access, view and edit existing reports and charts, or all of the above plus deletion permission.