Before you invite teammates/agents to Intercom, you can create custom roles to easily manage permissions. Here are some best practices for setting up roles and permissions...
Support team roles
When using Intercom for support, we recommend creating the following custom roles when first getting started:
Super admin role
Support agent role (limited or standard)
Support manager role
Specialty team roles
Super admin role
You should always have at least one "Admin" on your team with Complete Access to every available permission. They'll be responsible for controlling the permissions the rest of the team has access to.
Make sure you've selected Allow all permissions for this teammate.
Support agent role (limited)
Many teams often require individual contributors to have a limited set of permissions that allow them to work from the Inbox and not much else. Depending on your business, you may want to limit them to only some conversations (e.g. their team only, not all conversations).
Conversations Access
Conversations assigned to them only
Inbox
Can reassign conversations and edit lead or user ownership
Support agent role (standard)
If you'd like to give you agents more responsibility, we can grant them the following additional permissions:
Conversation access:
Can access all conversations
Data and security
Can access people, companies, and account lists
Can access lead and user profile pages
Can manage tags (optional)
Knowledge
Knowledge Access (all permissions)
Inbox
Can access real-time dashboard
Can reassign conversations and edit lead or user ownership
Can manage shared Macros
Can use personal macros
Reports
Can access Reports
Can access Chart drill-in
Can delete Reports
Can create, edit and internally share Reports
Can schedule and download PDFs of Reports
Can export CSV
Can access Chart drill-in
Can manage Workspace folders
Support manager role
Conversation Access:
Can access all conversations
Settings
Can manage teammates, seats and permissions
Can manage teams
Can change status
Can manage Messenger settings
Can edit sender domain
Data and security
Data and security Access (all permissions)
Knowledge
Knowledge Access (all permissions)
Automation
Automation Access (all permissions)
Outbound
Can publish News
Can send outbound emails from custom addresses
Can export Proactive Support data
Can set Product Tours, Tooltips and Checklists live
Can set Surveys live
Can manage Surveys data
Inbox
Inbox Access (all permissions)
Reports
Can access Reports (all permissions)
Speciality team roles
Outside of the roles listed above, you may have people in your company who need access to other specific areas of Intercom. For example, you could create the following custom roles depending on the teams you have:
Marketing team:
Conversations Access
Conversations assigned to them only
Settings
Can manage Messenger settings
Knowledge
Knowledge Access (all permissions)
Automation
Can manage outbound Workflows
Outbound
Outbound Access (all permissions – except last permission "Has to use default rules in new messages")
Developers:
Below are the essential permissions for anyone connecting an integration, but most people just give their developer the equivalent permissions to a "Super Admin" role – especially if they're running tests.
Apps and Integrations
Apps and Integrations Access (all permissions)
Accounting:
Settings
Can manage Billing settings
The above roles and permissions are only suggestions and can be changed to suit your needs. Custom roles allow you to decide exactly which permissions each role has in your team.
Only one role can be assigned to a teammate at a time. A teammate can not be assigned multiple roles at once.
Need more help? Get support from our Community Forum
Find answers and get help from Intercom Support and Community Experts