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Roles define which actions a person can perform and which records they can access. Module availability, permission and scope are separate controls: permission does not activate an add-on.

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Actions and scopes

A key such as contacts.read allows reading contacts. Its scope determines which contacts the person can access. Read permissions do not automatically allow creation, editing or deletion. Options vary by feature. Every permission does not offer every scope. The meaning of “own” also depends on the entity.

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Review a role

  1. Open Roles and Permissions and select a role.
  2. Review enabled modules and actions.
  3. Check scopes and dependencies shown by the editor.
  4. Editing a custom role requires roles.update. Save and check a specific case with an affected person.
System roles are distinguished from custom roles. Editing a role affects its users; change one person’s assigned role in Team Members.

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Conversation access

Viewing a conversation, claiming an unassigned conversation and taking one from AI are different actions. Assignment protection can also restrict who changes the assignee.

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Diagnose missing access

Check, in order: active organization, enabled module, assigned role, permitted action and scope. If the scope uses teams, check current team membership.

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Frequently asked questions

Team scopes are resolved per person. Users with the same role can belong to different teams and see different records.
No. Team membership or leadership does not replace the individual role. See Teams.
No. The organization must also have that module enabled. Contact support if it is unavailable.

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See also