Roles & permissions matrix
The complete grid of what each role can do. Legend: ✅ full · 👁️ view only · — no access.
The six roles
| Role | One-liner |
|---|---|
| Owner | The account holder — full control, including billing and deletion. |
| Admin | A manager — everything operational, but not billing or deletion. |
| Supervisor | A team lead — oversee, assign, and view; no authoring or settings. |
| Agent | Front-line — handle own chats and contacts. |
| Auditor | Read-only reviewer — can view and export, never send or change. |
| Viewer | Quiet stakeholder — read a limited set, nothing more. |
The full matrix
| Capability | Owner | Admin | Supervisor | Agent | Auditor | Viewer |
|---|---|---|---|---|---|---|
| View conversations | ✅ | ✅ | ✅ | ✅ | 👁️ | 👁️ |
| Send messages / reply | ✅ | ✅ | ✅ | ✅ | — | — |
| Claim own conversations | ✅ | ✅ | ✅ | ✅ | — | — |
| Assign chats to others | ✅ | ✅ | ✅ | — | — | — |
| View contacts | ✅ | ✅ | ✅ | ✅ | 👁️ | 👁️ |
| Create / edit contacts | ✅ | ✅ | ✅ | ✅ | — | — |
| Import contacts | ✅ | ✅ | — | — | — | — |
| Export contacts | ✅ | ✅ | — | — | ✅ | — |
| View templates | ✅ | ✅ | ✅ | 👁️ | 👁️ | — |
| Author / approve templates | ✅ | ✅ | — | — | — | — |
| Run campaigns | ✅ | ✅ | — | — | — | — |
| View commerce | ✅ | ✅ | ✅ | ✅ | 👁️ | — |
| Manage commerce (connect/sync) | ✅ | ✅ | — | — | — | — |
| View analytics | ✅ | ✅ | ✅ | — | 👁️ | — |
| Export analytics | ✅ | ✅ | — | — | ✅ | — |
| Manage tasks | ✅ | ✅ | ✅ | ✅ | 👁️ | 👁️ |
| View team members | ✅ | ✅ | 👁️ | — | 👁️ | — |
| Manage team / roles | ✅ | ✅ | — | — | — | — |
| Change workspace settings | ✅ | ✅ | — | — | — | — |
| Manage automations | ✅ | ✅ | — | — | — | — |
| View usage | ✅ | ✅ | — | — | — | — |
| Billing | ✅ | — | — | — | — | — |
| Delete / archive workspace | ✅ | — | — | — | — | — |
When a role lacks access, MsgBuddy usually hides the feature entirely rather than showing a locked button — so an Agent simply won’t see Campaigns or Settings in their sidebar. “I can’t find X” is nearly always a role limit, not a bug.
Choosing the right role
Give the smallest role that lets someone do their job. Most people who answer chats should be Agents; reserve Owner/Admin for the few who genuinely run the account. It’s the simplest way to keep settings and billing safe.
Related: Invite your team.