Roles and permissions

Everyone in your organisation has a role, and the role decides what they see and what they can change.

The three built-in roles

They're cumulative — each has everything below it, plus more.

• Agent — works the inbox. Reads and answers tickets, uses the board, applies tags, sees contacts. Can run workflows but not build them; uses AI agents but doesn't configure them.

• Manager — runs the product. Everything an Agent has, plus building workflows and AI agents, writing help center content, outbound messages, surveys, tours, reports, project settings, teams and pipelines.

• Administrator — everything a Manager has, plus organisation-level control: billing, users, roles, and access to every ticket board regardless of who it belongs to.

Everyone you invite joins as a Manager unless you change it afterwards. The invite form has no role picker, so someone hired to answer tickets can reconfigure your AI on their first day. Set roles after people accept.

What separates Manager from Administrator

Two things only: organisation management — billing, users, roles — and access to all ticket boards, including ones scoped to specific teams.

That makes Manager the right default for most people who do the work, and Administrator something to keep to a handful.

Custom roles

Under Roles & permissions in your organisation settings, Create role builds one from permission groups rather than individual switches. The areas you compose from:

Core, Tickets, Workflow, AI agent, Reports, Help center, Contact, Outreach, Project settings, Organisation, and Kai Code.

Most areas offer a view group and a manage group, so “can see reports, can't change anything” is a role you can build in a minute — useful for a stakeholder who wants numbers without touching the product.

Always include Core. It's the baseline everyone needs for the dashboard to work at all.

Pipelines aren't among the areas a custom role can grant — access to them comes with the built-in Manager and Administrator roles. If someone needs pipelines, give them one of those.

What a role doesn't control

Ticket boards have their own visibility, and teams decide who's assigned what. A role says which parts of Gleap someone can use; those two say which work they see inside it.

Choosing well

Start people at the lowest role that lets them do the job and promote when they hit a wall. It's a friendlier conversation than the one after someone deletes a workflow, and it costs nothing to reverse.

Review the list occasionally. Roles accumulate quietly — people move teams, contractors finish, and nobody demotes anyone.