Change a user's role

To change what a person can do, add them to the new role and remove them from the old one. The change applies at once, to them and to any agent connected as them. Only an administrator can take someone out of the Admin role, and the last administrator cannot be removed.

Requirements

• A role that can manage roles in this business.
• To take someone out of the Admin role: you are an administrator yourself.
• The new role exists. If not, create a custom role first.

Steps

1. Open the new role and add the person. A recruiter promoted to team lead joins the Team Lead role.
2. Open the old role and remove the person. Remove them from Recruiter, so that role's permissions no longer apply to them.
3. Check the result as that person. Their access changes immediately; there is nothing to re-send and no sign-in to repeat.

When someone leaves

Remove them from the roles that give them access in this business. Before you do, move what they own: entries assigned to them stay assigned until someone reassigns them, and conversations in the inbox follow the owner of the contact. Email and the inbox explains how transferring a conversation moves the contact's owner with it.

Notes and limitations

• The last administrator stays. A business cannot be left without anyone in the Admin role. Add a second administrator before removing the first.
• Only administrators change Admin membership. Someone who can manage roles but is not an administrator cannot remove a person from Admin.
• Agents follow the person. An agent connected as this person gets the new access immediately. See How an agent connects.
• One business at a time. A role belongs to one business. Changing it here does not affect the person's access in any other business.

Related

For how roles and permissions fit together, see How access works; for which permissions a role should carry, Design a role: what permissions govern.