Human Agent

Roles & Permissions

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Not everyone on your team needs access to everything. Chatmo uses a role-based access control system that gives each team member exactly the level of access they need. More importantly, Owners can customize access rights for Manager and Agent roles to match your organization's specific requirements.

Understanding Roles

Chatmo provides three built-in system roles, each with a different level of access:

Owner

The Owner is the organization account holder with unrestricted access. This role cannot be edited — all resources are permanently set to Full.

• Has complete access to every feature without exception.
• The only role that can edit permissions for Manager and Agent roles.
• Can manage subscriptions, billing, and organization settings.
• Can change any team member's role.

Manager

The Manager is the Owner's right hand for day-to-day operations. By default, Managers have Full access to almost everything, except Analytic and Settings which are set to Read.

• Suitable for supervisors, team leads, or department heads.
• Can access and manage most features.
• Can invite and remove team members.
• Access rights can be customized by the Owner.

Agent

The Agent role is for team members focused on operations — handling conversations and tickets. By default, Agents have limited access and several menu items are hidden from their sidebar.

• Can handle conversations and tickets (Full access).
• Can view the dashboard, devices, contacts, orders, and settings in Read mode.
• Cannot access AI Agent, Broadcast, Human Agent, Channel, Analytic, and Affiliate by default.
• Access rights can be customized by the Owner.

Default Permission Levels

Chatmo uses three access levels for each resource:

Access Level	Description
Full	Complete access — can view, create, edit, and delete
Read	View-only — menu is visible in the sidebar but no changes can be made
No Access	Cannot access — menu is hidden from the sidebar

Below are the default permissions for each role. Owners can modify Manager and Agent permissions at any time through the Roles Management page.

Resource	Owner	Manager	Agent
Onboarding	Full	Full	Read
Dashboard	Full	Full	Read
Chat	Full	Full	Full
Tickets	Full	Full	Full
WA Devices	Full	Full	Read
AI Agent	Full	Full	No Access
Contact	Full	Full	Read
Broadcast	Full	Full	No Access
Orders	Full	Full	Read
Human Agent	Full	Full	No Access
Channel	Full	Full	No Access
Analytic	Full	Read	No Access
Affiliate	Full	Full	No Access
Settings	Full	Read	Read

Managing Permissions (Roles Management)

Owners can customize access rights for Manager and Agent roles through the Roles tab on the Human Agent page. This tab is only visible to users with the Owner role.

Accessing Roles Management

1. Navigate to Human Agent in the sidebar.
2. Click the Roles tab.
3. Select the role you want to manage (Agent or Manager) from the left panel.

Page Layout

The Roles page uses a two-panel layout:

• Left panel — A list of roles (Agent, Manager, Owner) with icons, names, and user counts.
• Right panel — The permission matrix table showing all resources with toggle switches and radio buttons.

Editing Role Permissions

1. Select the Manager or Agent role from the left panel.
2. The permission matrix appears in the right panel, listing all resources.
3. For each resource, you can set:
   • Menu toggle — Enable or disable menu visibility in the sidebar. Turning it off automatically sets the level to No Access.
   • No Access — The resource cannot be accessed and the menu is hidden.
   • Read — The resource can be viewed but not modified.
   • Full — Complete access to view and manage.
4. After making changes, click Save Changes to save.

Owner Permissions Are Read-Only

When you select the Owner role in the left panel, the permission matrix is displayed in read-only mode with all controls disabled. An amber warning banner appears:

"Owner role has full access to all resources. Permissions cannot be modified."

This ensures the Owner role always has full access to the entire system.

How Menu Toggle and Access Level Interact

The menu toggle and access level radio buttons are tightly coupled:

• Selecting No Access automatically turns the menu toggle OFF.
• Selecting Read or Full automatically turns the menu toggle ON.
• Turning the menu toggle OFF automatically sets the level to No Access.
• Turning the menu toggle ON automatically sets the level to Read (as a safe default).

Permission Enforcement Across the App

Chatmo enforces permissions at three levels:

1. Sidebar — Menu items the user cannot access are hidden from the sidebar navigation.
2. Route — If a user tries to access a URL they don't have permission for, they are redirected to the Dashboard.
3. Component — Specific features within pages are also controlled based on access level (for example, the Settings page hides the billing section if the user only has Read access).

Permission Scenarios in Practice

Scenario 1: A new agent joins An Owner or Manager invites an agent with the Agent role. The new agent can handle conversations and tickets, view the dashboard and contacts, but menus like AI Agent, Broadcast, and Analytic don't appear in their sidebar.

Scenario 2: Agents need Broadcast access The Owner goes to the Roles tab, selects the Agent role, changes the Broadcast resource from No Access to Read or Full, and clicks Save Changes. All Agents can now access the Broadcast feature.

Scenario 3: Managers should not manage Human Agent The Owner goes to the Roles tab, selects the Manager role, changes the Human Agent resource from Full to No Access or Read, and saves. Managers can no longer add or remove team members.

Scenario 4: Restoring default permissions The Owner selects the role to reset, clicks Reset Default, then Save Changes. All permissions return to the original system defaults.

Best Practices for Role Structure

1. Start with defaults, then customize. Default permissions are designed for common use cases. Only change them when there is a specific need.

2. Limit the number of Owners. One or two Owners is usually sufficient. Too many people with unrestricted access increases the risk of accidental changes.

3. Use Manager for team leads. If someone needs to see reports, manage agents, or configure channels, Manager is the right fit.

4. Default to Agent for new hires. Start with minimal access, then add as the need is proven.

5. Review permissions regularly. People change roles within companies. A quarterly permission audit keeps your access structure clean.

What's Next?

• Team Management — Learn how to invite agents, create teams, and manage your team members.