Built-in roles (Admin, Developer, Manager, Agent) cover most teams, but custom roles let you grant a precise set of permissions. Custom roles are available on the Business plan.
Built-in vs custom roles
- Built-in roles are fixed and read-only: Admin, Developer, Manager, and Agent. Their permissions can’t be changed.
- Custom roles are roles you create with your own name, color, description, and a tailored permission set.
A member has either one built-in role or one or more custom roles. Custom roles take precedence: when a member holds custom roles, those define their access.
Permission levels
In the role editor, each resource (Members, Inbox, Contacts, Analytics, and so on) has three access levels:
- None — no access.
- View — read-only access.
- Manage — full access (view, create, edit, delete).
Some resources have sub-resources (for example, Contact properties under Contacts). Setting a parent to Manage cascades to its sub-resources, which you can still override individually.
A few permissions are reserved for built-in admins (billing, SSO, audit logs, sub-organizations) and can’t be granted through a custom role.
Creating a custom role
Open Roles
Go to Settings → Members & Roles → Roles and select Create role.
Name and color
Give the role a name, pick a color, and add an optional description.
Set permissions
For each resource, choose None, View, or Manage.
Save
Select Save changes. The role now appears under Custom roles.
Assigning custom roles
You can assign custom roles to a member from the members list, or stage them on an invite.
Assigning a custom role drops the member to the Agent base role. They keep only the custom role’s access, and removing all of their custom roles later leaves them as an Agent, not their previous built-in role. This is a safety measure so elevated access never lingers.
Inviting with custom roles
When you invite a member, you can pick a built-in role or one or more custom roles. If you choose custom roles, the invitee joins at the Agent base plus those roles when they accept. If a staged custom role is deleted before the invite is accepted, the invite is removed.
The roles matrix
Settings → Members & Roles → Roles Matrix shows every role (built-in and custom) as a column and every resource as a row, so you can compare access at a glance.
White-label visibility
In a white-labeled workspace, members with the Manager, Agent, or a custom role can’t see Admin or Developer members. This keeps a clean, branded experience for client-side teams. 
