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Help Center›Getting Started›Roles & permissions›Types of roles in Atlas
Table of contents
  • Overview
  • Roles at a glance
  • Role details
  • FAQs & Troubleshooting
  • Why can't I see App Configuration?
  • Why can't I reply to a customer?

    • Types of roles in Atlas

    Last updated October 21, 2026

    Who can use this feature?
    Every Atlas user has one role: Admin, Agent or Viewer. Admins assign and change roles in "Settings > Team".

    Overview

    Roles decide what each teammate can see and do in Atlas. Admins manage the workspace and its settings; the other roles work tickets and use Atlas features with fewer permissions.

    Roles build on each other: Admin includes everything an Agent can do, and an Agent everything a Viewer can do.

    Related articles:
    •  How to invite and manage team members and roles: How to assign or change a role.
    •  Atlas structure: What each menu is for.
    •  Permissions by role in Atlas: See exactly what each role can do.

    Roles at a glance

    RoleBest forReply to customersApp ConfigurationSettings
    AdminSupport leads and workspace ownersYesYesAll: Profile, Team, Notifications, Schedule, Organization, Security
    AgentSupport agentsYesNoProfile, Team (view only), Notifications, Schedule
    ViewerStakeholders who only need to lookNoNoProfile, Team (view only)

    Role details

    Admin

    Full access to every Atlas feature and complete control over configuration and settings.

    Menus: "Inbox", "Session Recording", "Help Center", "Zeus AI", "Chatbots", "Reports", "Customers", "Accounts", "Broadcast", "App Configuration" and "Settings".

    Agent

    Works tickets and uses Atlas features, without access to "App Configuration".

    Menus: "Inbox", "Session Recording", "Help Center", "Zeus AI", "Chatbots", "Reports", "Customers", "Accounts", "Broadcast" and "Settings" (limited to "Profile", "Team" (view only), "Notifications" and "Schedule").

    Viewer

    View-only access. In tickets, Viewers can read conversations, copy a ticket link and export a ticket as PDF, but they can't reply or change ticket details.

    Menus: "Inbox" (view only), "Session Recording", "Help Center" (view only), "Chatbots" (view only), "Customers" (view only), "Accounts" (view only) and "Settings" (limited to "Profile" and "Team" (view only)).

    Important:
    The features you see also depend on your plan.

    FAQs & Troubleshooting

    Why can't I see App Configuration?

    Only Admins can open  "App Configuration" . Ask an Admin to make the change or to update your role.

    Why can't I reply to a customer?

    You may be a Viewer. Viewers can't write in tickets. Ask an Admin to change your role to Agent.

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