Owners have full tenant access. Use this role for the primary tenant operators who can manage users, settings, teams, channels, assistants, and customer work.
Admins can manage tenant configuration and normal support operations. This role is appropriate for administrators who do not need a distinct owner designation.
Team leads focus on operational support work. They can handle conversations, manage assignment workflows, and use team-level operational tools, but they do not manage all tenant settings.
Agents handle customer conversations. They can read conversations, reply, create manual conversations, update conversation details, and work with contacts and organizations when enabled.
Users have limited app access. Use this role when a person needs access to supported non-support workflows but should not handle customer conversations.
