Before you invite teammates/agents to Intercom, you can create custom roles to easily manage permissions. Here are some best practices for setting up roles and permissions for a Support team...
Support team roles
When using Intercom for support, we recommend creating the following custom roles when first getting started:
Super admin role
Support agent role (limited or standard)
Support manager role
Specialty team roles
Super admin role
You should always have at least one "Admin" on your team with Complete access to every available permission. They'll be responsible for controlling the permissions the rest of the team has access to. Permissions to toggle:
All permissions
Support agent role (limited)
Many teams often require individual contributors to have a limited set of permissions that allow them to work from the Help Desk and not much else. Depending on your business, you may want to limit them to only some conversations (e.g. their team only, not all conversations).
Conversations Access
Conversations assigned to them only
Help Desk
Can reassign conversations and edit lead or user ownership
Support agent role (standard)
If you'd like to give you agents more responsibility, we can grant them the following additional permissions:
Conversation access:
Can access all conversations
Data and security
Can access people, companies, and account lists
Can access lead and user profile pages
Help Center Articles
Can create and update draft Help Center Articles
Can manage and publish Help Center Articles (optional)
Can manage saved views for Help Center Articles (optional)
Help Desk
Can access real-time dashboard
Can reassign conversations and edit lead or user ownership
Can manage shared Macros
Reports
Can access Reports
Support manager role
Conversation Access:
Can access all conversations
Settings
Can manage teammates, seats and permissions
Can manage teams
Can change status
Can manage Messenger settings
Can edit Default sender address
Data and security
Can manage workspace data
Can access people, companies, and account lists
Can access lead and user profile pages
Can export Lead, User, Company data
Can import leads and users
Can manage tags
Help Center Articles
Can create and update draft Help Center Articles
Can manage and publish Help Center Articles
Can manage saved views for Help Center Articles
Automation
Can manage Operator settings and Inbound Bots
Can manage outbound Workflows
Proactive Support
Can bulk message visitors, leads and users
Can publish News
Can send emails from custom addresses
Can export Proactive Support data
Help Desk
Can access real-time dashboard
Can reassign conversations and edit lead or user ownership
Can export conversation transcripts
Can delete replies and notes from a conversation
Can manage shared Macros
Can manage Views
Can manage Rules
Can manage Balanced assignment and Workload management
Can manage Round Robin assignment
Can manage Auto Away mode
Can manage teammate presence
Reports
Can access Reports
Can share Reports
Can export CSV
Speciality team roles
Outside of the roles listed above, you may have people on your team who need access to other specific areas of Intercom. For example, you could create the following custom roles depending on the teams you have:
Marketing team:
Conversations Access
Conversations assigned to them only
Settings
Can manage Messenger settings
Help Center Articles
Can create and update draft Help Center Articles
Can manage and publish Help Center Articles
Automation
Can manage outbound Workflows
Proactive Support
Can bulk message visitors, leads and users
Can publish News
Can send emails from custom addresses
Can export Proactive Support data
Has to use default rules in new messages
Add-ons
Can set Product Tours, Tooltips and Checklists live
Can set Surveys live
Developers:
Apps and Integrations
Can access Developer Hub
Can install, configure and delete apps
Messenger settings
Accounting:
Settings
Can manage Billing settings
The above roles and permissions are only suggestions and can be changed to suit your needs. Custom roles allow you to decide exactly which permissions each role has in your team.
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