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Permissions: how to restrict access for some teammates
Permissions: how to restrict access for some teammates

Control if teammates can export data, reassign conversations, delete replies and more.

Beth-Ann Sher avatar
Written by Beth-Ann Sher
Updated yesterday

Sometimes you don't want your entire team to have access to everything within Intercom— that's why we've made it easy to give certain members of your team access to certain data and features in Intercom.

In the teammates section of your workspace's General settings, you can edit the permissions of each teammate.


Permissions explained

For each teammate you can choose different permissions depending on their needs in the workspace. Below are the available permissions, and what they allow you to do.

Section

Permission

Description

Conversations

Conversation access

Restrict teammate’s access to conversations according to assignment. Learn more

Note: Conversations a teammate does not have access to will show as redacted, but a teammate will always be able to access conversations assigned directly to them.

Settings

Can access general and security settings

Without this, teammates cannot access some of the General pages, create Custom Objects and all of the Security pages of Settings.

This includes the following settings:

General settings

Security settings

Can manage teammates, seats and permissions

Without this, teammates cannot access the Teammates page, Roles tab of the Teams & roles page, and Teammate activity logs page in General settings.

This includes the following settings:

  • Allows teammates to add or remove teammates

  • Edit teammate permissions

  • Change Away and Reassignment for teammates

  • Edit teammate role-based permissions

Can manage teams

Without this, teammates cannot access the Teams tab of the Team & Roles page in General settings.

Can change status

Without this, teammates cannot edit other teammate's away status

Can access Messenger settings

Without this, teammates cannot access the messenger section in sidebar nav.

This includes the following settings:

  • Edit Messenger intro and localisation

  • Set default office hours and reply times

  • Add Messenger Home apps

  • Style your Messenger

  • Control inbound and outbound conversations (eg: who can see your Messenger)

  • Security settings for Messenger (whitelisting domains, identity verification)

  • Add or edit office hours for workspace

  • Add or edit team-level (custom) office hours for workspace

Can access Billing settings

Without this, teammates cannot access the Billing section of a workspace and cannot delete a workspace.

This includes the following settings:

  • Change subscription (products)

  • Edit credit card details

  • Edit billing contact and address

  • Access and download invoices

Can access Proactive Support settings

Without this, teammates cannot access the settings page within Proactive Support.

This includes the following settings:

Can edit Default sender address

Without this, teammates cannot edit the default sender address section within Email settings.

Data and security

Can manage workspace data

Without this, teammates cannot access a host of pages related to workspace setup and data management.

Can access people, companies, and account lists

Without this, teammates cannot access the Contacts section of the platform, restricting Contacts, Companies, Accounts, and Conversations in this section.


Note: Some of this data can still be accessed in other product areas (e.g. Proactive Support, Reporting).

Can access lead and user profile pages

Without this, teammates cannot access individual user or company profile pages. They will either be blocked from moving off their current screen (Help Desk or Contacts) or redirected to their inbox if they arrive from a URL link.

Can export lead, user, company data

Without this, teammates cannot export people or company data from the Contacts List, they also cannot export most Reporting CSVs.

Can import leads and users

Without this, teammates cannot import new users via CSV on Contacts section, or via Mixpanel or Mailchimp apps.

Can manage tags

Without this, teammates cannot create new tags in via the Help Desk, or access the 'Manage tags' settings page.

Note: They can still tag conversations.

Apps and integrations

Can access developer hub

Without this, teammates cannot access Developer Hub section in sidebar navigation.

Can install, configure and delete apps

Without this, teammates can visit the app store but must request an app be installed from an admin in a dropdown list.

Help Center Articles

Can create and update draft Help Center Articles

Without this, teammates can see Help Center Articles lists and views but cannot create or or save changes to any articles.

Can manage and publish Help Center Articles

Without this, teammates cannot manage, publish, or unpublish Help Center Articles, or manage Help Center settings and Collections.

Can manage saved views for Help Center Articles

Without this, teammates can see Help Center Articles lists and views but cannot create or modify existing views.

Knowledge Hub

Can create and manage content in the Knowledge Hub

Without this, teammates can view content in the Knowledge Hub, but cannot create, import, or update content.

Note: Permissions for public articles are managed in the Help Center Articles section above.

Automation

Can manage Automation settings and inbound Workflows

Without this, teammates cannot create/edit/delete inbound Workflows.

They can still tag existing Workflows.

This restriction is respected in the Automation and Proactive Support sections settings.

Can manage outbound Workflows

Without this, teammates cannot create/edit/set live outbound Workflows.

Proactive Support

Can bulk message visitors, leads and users

Without this, teammates cannot set any content-type live from Proactive Support, but they can still reach out individually through the Contacts section.

Can publish News

Without this, teammates can create and edit News Items but they cannot set any items live.

Can send outbound emails from custom email addresses

Without this, teammates can neither create an email template in Proactive Support with a custom address sender, nor start a conversation via the Helpp Desk composer (Help Desk > New conversation) from a custom address.

Can export Proactive Support data

Without this, teammates cannot export audiences or content performance in Proactive Support.

Has to use default rules in new messages (only available in Custom Roles)

Without this, teammates can set any audience filters for any content type.


Does not apply to 1:1 messages/chats.

Note: This can only be set up in Custom Roles, not for individual teammates.

Can set Product Tours, Tooltips, and Checklists live

Without this, teammates cannot set a product tour live for end users.

They can still create and save product tours as drafts, and edit existing product tours.

Can set Surveys live

Without this, teammates cannot set a survey live.

They can still create and save surveys as drafts, and edit existing product tours.

Can manage Surveys data

Without this, teammates cannot view the Survey Responded stats, or the Survey Responses report, or export Survey data as a CSV.

Help Desk

Can access real-time dashboard

Without this, teammates cannot access the dashboard section within the Help Desk.

Can reassign conversations and edit lead or user ownership

Without this, teammates cannot reassign conversations from another teammates' inbox, or edit lead ownership via the sidebar or person profile page.

Note: They can still reassign conversations from their own inbox, the unassigned, and other team inboxes.

Can export conversation transcripts

Without this, teammates cannot export the conversation transcript from the Help Desk as a .txt file.

Can delete replies and notes from a conversation

Without this, teammates cannot delete a message/note from any conversation they can access.

Can manage shared macros

Without this, teammates can only create macros for their own use in Settings>[Workspace] Data>Macros (Saved replies).

Can manage views

Without this, teammates can view existing Help Desk views but not create new views or edit existing ones.

Can manage rules

Without this, teammates cannot access the Settings> Help Desk > Rules

Can manage Balanced assignment and Workload management

Without this, teammates can't access the Automation>Workload Management section, nor select the Balanced assignment method when editing Teams in settings.

Also controls the ability to edit the team reply time setting.

Can manage Round Robin assignment

Without this, teammates cannot select the Round Robin assignment method when editing Teams in settings.

Can manage auto away mode

Without this, teammates cannot access the Automatic away mode configuration page in Help Desk settings page. More info

Can manage teammate presence

Without this, teammates cannot access the Teammate presence configuration page in Help Desk settings page that controls whether the Help Desk displays any additional teammates are viewing a conversation at a given moment.

Reports

Can access Reports

Without this, teammates cannot access the Reports section in sidebar navigation.

Can share Reports

Without this, teammates cannot export conversation data from the Customer Support>Export page.


Note: "Can access Reports" permission is required to access this feature.

Can export CSV

Without this, teammates cannot export conversation data from the Customer Support>Export page.

Note: "Can access Reports" permission is required to access this feature.

Can view/edit/delete Custom reports

Without one of these, teammates have gradually increasing access to custom reports, ranging from; no access at all to the section, view only access, view and edit existing reports and charts, or all of the above plus deletion permission.

If a teammate lacks access to Rules but has access to Workload Management, when the teammate clicks Automation they will be automatically redirected to Workload Management. If a teammate lacks access to both Rules and Workload Management, they will see a permissions restricted pop up.

Teammates without any Proactive Support permissions will still be able to access the Proactive Support page but won't be able to set Content live.

In order to add apps to Messenger Home teammates need 'Can manage workspace data and workload management' as well as 'Can access Messenger settings'.


How to Edit Permissions

Edit your own permissions

You cannot manage your own permissions or edit your own permissions access. This is a security measure to ensure every workspace has at least one teammate with admin permissions.

Edit permissions for another teammate

Under Teammates Settings, simply click on the teammate's name you want to update, then toggle their individual permissions 👇

Edit permissions for multiple teammates in bulk

To edit the permissions for multiple teammates, hover over their profile picture and check the box that appears 👇

After selecting the teammates to edit, click Edit permissions.

Now, choose the correct permissions for these teammates, just like you would for an individual teammate and save changes once you're done.

The teammates to whom these permissions will apply will be listed at the top of the page throughout this process, as shown in the screenshot below👇


💡Tip

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