Skip to main content

Roles & Permissions

Roles decide what each user can see and do in ScaleFlow. Permissions are the individual access rules inside a role.

Simple example: A support staff member may need Inbox and Tickets. A manager may also need Analytics and User Management. An owner may need everything.

What Roles & Permissions are used for​

In Organization -> Roles & Permissions, you can:

  • View all roles
  • Search roles by name
  • Create new roles
  • Copy permissions from an existing role
  • Edit a role description
  • Configure role permissions by feature group
  • Delete custom roles that are no longer needed

Before you start​

  • If you cannot see this page, ask your admin to grant role view access.
  • If you can open the page but cannot save or delete, your account may be view-only.
  • Plan roles based on real job responsibilities, not individual preferences.

Open Roles & Permissions​

Open role

  1. In the left sidebar, open Organization.
  2. Select Roles & Permissions.
  3. You will see role cards (for example: Owner, Administrator, Supervisor, Member, Guest, and custom roles).

Understand a role card​

Each role card shows:

  • Role name
  • Role description (if available)
  • Permission badges
  • Last modified time

Important behavior in the current UI:

  • Owner role has full permissions and cannot be edited or deleted.
  • Roles with the System badge are protected:
    • Cannot be deleted
    • Permission updates are read-only
  • Custom roles can be managed from the 3-dot menu: Edit / Delete.

Create a new role​

Create a role when a group of users needs the same access.

Create role button

  1. Click Create new role.

  2. In Role details:

    • Enter Role name (required)
    • Enter Description (optional)
    • Optional: choose Copy permissions from role to copy a permission set from another role

    Create role dialog

  3. Click Continue.

  4. In Add permissions, select the permissions you want.

Add permissions

  1. Click Create role to finish.

Notes:

  • Role name cannot be changed after creation.
  • Copying permissions from an existing role helps speed up setup.

Example roles:

  • Support Agent: Inbox, Contacts, and Tickets.
  • Support Lead: Support Agent access plus Analytics and team assignment.
  • AI Manager: AI Assistant, AI Agent, Knowledge, and Models.

Edit an existing role​

You can edit custom roles (not Owner, not System):

Edit role

  1. Click the role card, or open the 3-dot menu and select Edit.
  2. Update the description in Edit role.
  3. Click Continue to move to permissions.
  4. Update the permissions.
  5. Click Save changes.

Configure permissions (simple view)​

In the permissions step, you can:

  • Use the search box to filter quickly
  • Use Select all for all currently visible permissions
  • Select by feature group (Inbox, Contacts, Tickets, Organization, ...)
  • Select individual permissions

Automatic add/remove behavior​

When you select or unselect some permissions, ScaleFlow may automatically add or remove related permissions.

This is expected behavior to prevent incomplete or conflicting access setups.

Storage permissions note​

Storage permissions stay disabled until the role has at least one permission from a core feature group (such as Inbox, Contacts, Tickets, AI, Channels, Integrations, or Organization).

Delete a role​

Delete role dialog

  1. Open the 3-dot menu on a role card.
  2. Select Delete.
  3. Confirm in the dialog.

Check carefully before deleting, because users assigned to that role may lose access.

Assign roles to users​

Creating roles and assigning roles are two separate steps:

Assign role user

  1. Create or update roles in Roles & Permissions.
  2. Open Organization -> User Management.
  3. On the target user row, click Assign Role (shield icon).

Assign role dialog

  1. Select one or more roles, then save.

Notes:

  • Users in the Owner role cannot be reassigned from the user list.
  • If you do not see Assign Role, ask your admin for role assignment access.

Suggested setup for non-technical teams​

  • Keep default system roles unchanged.
  • Create custom roles based on real job responsibilities (for example: Support Agent, Team Lead, QA).
  • Start by copying a similar role, then remove unnecessary permissions.
  • Test with one user before applying to the full team.

Real-world setup example​

  1. Admin creates a Support Agent role.
  2. Admin gives access to Inbox, Contacts, and Tickets.
  3. Admin assigns the role to five support staff in User Management.
  4. Admin creates a separate AI Manager role for the person who manages AI Assistant, AI Agent, and Knowledge.
  5. Staff only see the pages they need for their work.

Troubleshooting​

I cannot see the Roles & Permissions page​

  • Your account may not have role view access.
  • Contact your admin to request access.

I can open the page but cannot save changes​

  • You may have view-only access.
  • Or you may be editing a protected System role (read-only).
  • Ask your admin to grant role management access if updates are needed.

I cannot select some Storage permissions​

  • Select at least one permission from a core feature group first.
  • Then return to select Storage permissions.

I deleted a role by mistake​

  • Recreate the role with the same or equivalent permissions.
  • Go to User Management and reassign the role to affected users.