User Settings: Granular/Custom User Access Level (Permissions)
Panyapol Panpho
Business Problem:
The current role-based permissions structure (Agent, Manager, Admin) does not provide enough flexibility for organizations with complex operational workflows. Many businesses — especially those with multiple internal departments — require fine-grained control over what each user can view, edit, or do inside the platform.
This leads to risks such as accidental customer replies, unauthorized data edits, or exposing sensitive information to users who should not have access.
Desired Outcome
- Introduce a granular permission system that allows workspace admins to customize access levels per user or per role. This should include the ability to enable or disable specific actions, modules, or permissions, such as:
- Access to Dashboard, Contacts, Messages, Snippets, Users & Teams (but not Workflows or advanced settings)
- Read-only access to conversations
- Restricting ability to reply to contacts
- Restricting ability to send files, surveys, or voice notes
- Allowing comments only for inter-team collaboration
Use Cases
- Multi-Team Operational Workflows
Some customers (e.g., online stores) have an operations team that reviews cases internally.
The desired flow:
- Customer care assigns a contact to the operations team
- Operations team reviews history
- Leaves internal comments
- Contact is returned to the agent
However:
- The operations team should not reply directly to the customer
- Replies must be text-only for some agents
- Operations team should have limited permissions (no surveys, no attachments, no voice notes)
- Restricting Access to Sensitive Contact Fields
- Currently, contact fields marked as hidden are only collapsed behind a dropdown — but are still accessible and editable.
- Organizations need stronger control over field visibility to protect internal or confidential data.
- View-only fields: Users (at least agents) should be able to see certain fields but not edit them.
- Fully hidden fields: Some fields should be completely invisible to certain roles (not displayed anywhere in the interface).
This is important for companies storing sensitive customer data (financial info, internal IDs, CRM-synced fields, etc.), where only a subset of users should have access or edit rights.
N
Nabilah Binti Salleh
Merged in a post:
Create a Marketing role with access to Broadcast
T
Tp Agente
this role would allow marketing teams to create and send broadcasts without accessing other modules or sensitive information
N
Nabilah Binti Salleh
Merged in a post:
Access & Permissions: Let visibility-restricted Agents send templates/start conversations with any Contact
Tawfik Maged
Business Problem: Currently, when an Agent has "Restrict Contact Visibility" enabled (view assigned-only), they cannot search for, open, or message any Contact outside their assignment — even to proactively start a new conversation and send an approved WhatsApp template. The only way to let a restricted agent reach an unassigned or otherwise-inaccessible Contact today is to temporarily assign the Contact to them (or add them as a Collaborator), then automate unassignment after the conversation closes via a Workflow. This adds setup overhead (a dedicated workflow) and a delay/extra step every time an agent needs to reach out to someone outside their normal book, which teams find impractical for day-to-day outbound use.
Desired Outcome: Allow a workspace setting (or a new option under Advanced Restrictions) that lets visibility-restricted Agents search for and initiate new conversations / send templates to any Contact in the workspace, independent of their "Restrict Contact Visibility" setting — without needing to be assigned or added as a Collaborator first, and without a supporting unassign-workflow.
Use Cases:
An Agent restricted to their own assigned conversations (to avoid inbox clutter from daily inbound volume) still needs to proactively reach out to any customer with a template when they initiate contact themselves.
A sales/support team wants tight inbox hygiene (agents only see what's assigned to them) but doesn't want to build and maintain an assign/unassign workflow just to let agents send outbound templates.
N
Nabilah Binti Salleh
Merged in a post:
Feature Request: Restrict Seller Access to Specific Channels/Pages
Monyrachana Kheang
Hi respond.io team,
I’d like to submit a feature request regarding managing access to multiple channels/pages.
We have many pages connected to our respond.io account, but we don’t want every seller to have access to all of them. We would like to be able to assign specific pages/channels to each seller based on their role.
For example:
• Seller A should only be able to see and manage Page 1 and Page 2.
• Seller B should be able to see and manage Pages 1, 2, 3, and 4.
• Other sellers may have access to different pages depending on their assigned responsibilities.
• Admins should still be able to see and manage all pages/channels.
Ideally, we would like a permission setting where admins can choose which specific channels/pages each seller is allowed to access. Sellers should only be able to see and manage the conversations and contacts from the channels assigned to them.
We understand that this option may not currently be available. Could you please submit this as a feature request or let us know if there is already a planned solution for this?
This would be very useful for our team because we manage many pages and have different sellers responsible for different pages.
Thank you!
N
Nabilah Binti Salleh
Merged in a post:
Custom operational role with Inbox, Contacts and Broadcasts access across teams without admin permissions
Miguel Monteiro
We operate a multi-location organization with several teams/locations inside the same Respond.io workspace.
Our operational teams need a role that allows them to:
Access the Inbox across all teams/locations
View and manage conversations regardless of team assignment
Access Contacts
Create and send Broadcasts
However, for security and workspace management reasons, this role should not have access to configuration or automation modules, including:
AI Agents
Workflows
Reports
Settings
Other workspace configuration areas
Currently, the available roles do not fully support this use case:
Agent role: too limited because it does not provide the required access to Contacts/Broadcasts and is restricted by team assignment.
Manager role: provides the required operational access, but also exposes sensitive configuration modules that should only be available to administrators.
For organizations operating multiple locations, franchises, or business units, a custom operational role between Agent and Manager would be extremely valuable.
Suggested solution:
Allow custom roles with module-level permissions, for example:
✅ Inbox
✅ Contacts
✅ Broadcasts
❌ AI Agents
❌ Workflows
❌ Reports
❌ Settings
And allow the administrator to define whether the user can access:
Only assigned teams
Specific teams
All teams/workspaces
This would allow companies to scale their operations while maintaining proper access control and preventing accidental changes to critical configurations.
Thank you.
Nahla Mortada
This is a critical requirement. Successfully targeting sales organizations requires granular permissions, the capacity to isolate teams within a single workspace, and dynamic role creation. Without these capabilities, it is a dealbreaker.
M
Mercadeo
As customers, we would like to request the option to configure restrictions on the visibility of chat history depending on the agent's role or department.
In areas such as Sales or Operations, customers often share sensitive and confidential data. Currently, the fact that any agent with access to the platform can see the entire conversation history represents an information security risk. We would like to prevent unauthorized or malicious personnel from misusing this sensitive information.
Having detailed permissions to limit who can see certain customer histories or data would be a key improvement in terms of cybersecurity and data protection for all your users.
Thank you in advance for your attention to this request and we look forward to your comments.
O
Opiet
This is very important. Custom roles are required to create users with access to specific modules in the menu or settings area, not all of them. For example, you can hide Workflows and AI agents from the menu, but you can see the others. Or in workspace settings, where you can only see the selected modules.
A
Alyaa See
Merged in a post:
Add dedicated access control for technical settings
M
Millat Hossin
Description
We need more granular permission control in Respond.io so we can restrict technical settings to a dedicated role. Right now, it would be helpful to separate access for: - Workflows - AI Agent configuration - Organisation settings - Channel settings. This would let us give day-to-day users access only to their operational tools, while keeping technical/admin settings limited to a small trusted team. It would improve security, reduce mistakes, and make role management easier for larger teams.
Use case:
We want managers or operators to handle broadcasts, inbox work, or reporting, without giving them access to workflow or technical configuration areas.
DEALIT Solutions
As a reseller, this restriction for specific role on each part of the system is important to prevent accidental change.
Please expedite this feature.
Thanks.
A
Alyaa See
Hi DEALIT Solutions , thanks for sharing your input.
We understand how important more granular role restrictions are for preventing accidental changes, especially for reseller use cases. We’ll continue tracking this request and keep you updated on any progress.
DEALIT Solutions
Alyaa SeeIt would be good if there's an interim solution while waiting for proper enhancement as business needs to go on. Security issue and accidental changes could cause business big loss if the ticket size is big.
DEALIT Solutions
Moreover, access control is pretty much a common things in today's world and I don't see the reason to work backwards with such an advance system in terms of UI and UX.
Hope this can be solved soonest. TQVM.
A
Alyaa See
Hi DEALIT Solutions, thanks for the context!
We’ll continue tracking granular permissions in this request. In the meantime, here are a few ways to reduce risk today:
- Restrict settings access: Assign users the Manager role with the Access to Workspace Settings restriction so they can work normally but can’t change settings, channels or integrations. You can also add the Contact Deletion restriction to prevent accidental contact removal.
- Use conversation-only access: For users who only need to handle conversations, assign the Agent role and scope Contact Visibility to their team or themselves.
- Separate clients by Workspace: If you manage multiple clients, placing each client in a separate Workspace helps limit the impact of accidental changes.
Our support team can help review the best setup for your account.
If these options don’t cover a specific scenario not already mentioned in the request, do let us know so we can factor it into the improvements.
A
Alyaa See
Merged in a post:
Access Management
Arshad Badul
Im looking to give my client access to inbox, contacts and reports only.
Current access levels work like this:
•
Agent
: Inbox/Messages only•
Manager
: Inbox, Contacts, Reports, and more•
Owner
: full access except billingIm looking for:
Manager: Inbox, Contacts, Reports ONLY.
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