Team
Roles and permissions
What owners, admins, agents and viewers can do in ShopAssist, and how store-restricted memberships work.
Every member of an organization has one role. A role applies to all stores of the organization, or only to some stores if the membership is store-restricted.
| Role | For |
|---|---|
| Owner | billing, deleting the organization, managing other owners |
| Admin | setting up stores, integrations, API keys, webhooks and members |
| Agent | answering shoppers in the inbox and using the playground |
| Viewer | reading conversations and analytics |
Permission table
| Permission | Owner | Admin | Agent | Viewer |
|---|---|---|---|---|
| View the organization, members, stores and settings | ✓ | ✓ | ✓ | ✓ |
| Edit organization details, grant support access, view the audit log | ✓ | ✓ | — | — |
| Accept legal terms (DPA) | ✓ | — | — | — |
| Delete the organization, transfer ownership | ✓ | — | — | — |
| Invite and manage members (not owners) | ✓ | ✓ | — | — |
| Promote or demote owners | ✓ | — | — | — |
| Create stores | ✓ | ✓ | — | — |
| Configure stores, catalog, knowledge, AI and the widget | ✓ | ✓ | — | — |
| Connect and disconnect stores, rotate keys and secrets | ✓ | ✓ | — | — |
| Run syncs | ✓ | ✓ | — | — |
| Manage handoff integrations | ✓ | ✓ | — | — |
| Read conversations | ✓ | ✓ | ✓ | ✓ |
| Search message text | ✓ | ✓ | ✓ | — |
| See shopper names and emails in conversation details | ✓ | ✓ | ✓ | — |
| See shopper emails in lists (conversations, leads) | ✓ | ✓ | — | — |
| Take over, reply, add notes, assign to self, close | ✓ | ✓ | ✓ | — |
| Assign conversations to others | ✓ | ✓ | — | — |
| Delete conversations | ✓ | ✓ | — | — |
| Use the playground | ✓ | ✓ | ✓ | — |
| Simulate a signed-in customer in the playground | ✓ | ✓ | — | — |
| Handle privacy requests | ✓ | ✓ | — | — |
| Read leads (masked) | ✓ | ✓ | ✓ | ✓ |
| Lead details with consent evidence, delete, export | ✓ | ✓ | — | — |
| Read analytics | ✓ | ✓ | ✓ | ✓ |
| Export analytics | ✓ | ✓ | — | — |
| API keys and webhooks | ✓ | ✓ | — | — |
| View billing | ✓ | ✓ | — | — |
| Change plans, payment methods, overage budget | ✓ | — | — | — |
| Export all organization data | ✓ | — | — | — |
Masked values look like j***@example.dk and J. B..
Store-restricted memberships
When you invite someone, you can limit the membership to some stores. A store-restricted member:
- sees only those stores and the members who share at least one of them;
- never gets organization-level permissions, whatever the role: a restricted admin cannot manage billing, members, API keys or webhooks.
Deleting a store removes it from every restricted membership; a membership left with no stores is removed.
Rules
- An organization always has at least one owner. Admins cannot change owners, and nobody can change their own role.
- Role and store changes take effect within a minute, including for open dashboards.
- Sensitive actions (API keys, webhooks, destination changes, exports) ask you to sign in again if your last sign-in is older than a few minutes.
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