# Permissions Section: Tidio Features Description: Limit what each agent can see and change in your Tidio project with the three preset roles, custom permissions and your own roles (Growth plan and above). Verified against Tidio panel 12.304.0 Last updated: 2026-11-07 Source: https://help.tidio.com/articles/permissions/ As a Project Owner (or anyone who manages your team), you have the option to restrict your agents' access to some sections of the Tidio project. You can also create your own permission sets and save them as roles for quick use. **In this article, you'll learn:** - [What permissions are]() - [How to add an agent with specific permissions]() - [How to change permissions]() - [How to create your own roles]() - [What the available permission options are]() [Video]() Silent walkthrough. Block an agent's Analytics access, save the change as a new Supervisor role, find it on the Roles tab, and pick it in the Add agent window. ## Permissions 💡 **Please note:** setting up permissions is available on the **Growth** plan and above (see [Which upgrades do I need?]()). On the Free and Starter plans, every agent you add is an **Admin**, and **Edit permissions** opens the upgrade window. During your 7-day trial, you can use permissions for free. As the **Project Owner** of a Tidio project, you can set up custom permissions for each of your agents. So can anyone whose **Team** permission is set to **Able to edit** (for example, your Admins) - though nobody can change the owner's permissions or their own. To make this process easier, we created **three predefined roles** that you can pick from: #### Admin The highest permission set. With this role, the agent has access to all the options and sections. #### Moderator With this role, the agent has access to most of the options but with some slight limitations. **Moderators can't:** manage agents, delete or export contacts, delete conversations or tickets. #### Chat Agent This is the simplest role, and is dedicated for the agents who will only reply to conversations without managing any Tidio settings. The most restricted permissions apply here; access to certain sections still possible (for viewing only), but can be modified further to block access entirely (e.g. access to Analytics). Please note that you can also **create your own pre-set roles**; more on that [in this section of the article](). ## Adding agents ** ** You can manage your team of agents (and their permissions) when in the **Settings \> Team** section: ![The Settings sidebar with Team selected under General.]() Inside, you will see three tabs: **Agents**, **Departments**, and **Roles**. The **Agents** tab contains a list of any agents you've already added, including yourself. Use the **Add agent** button in the top-right to add a new agent: ![Settings \> Team, Agents tab, with the Add agent button in the top-right and the Agents, Departments and Roles tabs; two agents listed with their Role (Owner, Admin)]() In the **Add an Agent** window, you will need to **name** your new agent, provide their **email** login, and set a role under **Permissions** (and assign to any available **departments**, if that feature is available to you): ![The "Add an Agent" dialog with Name and Email fields, Permissions set to "Chat Agent", the General department selected, and an Add button.]() The **Permissions** list includes the three predefined roles and any custom role you've created earlier, so you can give the new agent the right access from the start: ![The Add an Agent window with Name and Email filled in and the Permissions dropdown open, listing Admin, Moderator, Chat Agent and a custom role named Supervisor]() For more on adding agents, see [Managing agents](). ** ** ## Changing permissions ** ** You can change each agent's permissions in the** Settings \> Team** section, in the **Agents** tab there. You will also have the option to set custom permissions for each agent, and even save them as **roles** for later use. To enter the customization panel, click on the** Edit permissions **button next to the agent's details on the right-hand side: ![The Agents tab with the "Edit permissions" button circled beside an agent's row.]() You can select from the available role presets in the **Preset permission roles** menu (the new role is saved right away), or modify the current set under **Set custom permissions**. Various permissions are organized into separate tabs, where you can decide if the given agent is able to **edit** a particular aspect of your project or just **view** the settings, or possibly have these permissions **blocked** entirely: ![An agent's permissions dialog with the Admin preset and Inbox & Contacts tab selected, and the Delete contacts menu open to "Block Permissions" and "Able to edit".]() As soon as you change a single permission, the role switches to **Custom**. Hit **Save** to keep the changes for this agent, or **Save as a new role** to turn them into a role you can reuse. ** ** ## Creating custom roles (permission sets) You can create a brand new role with your own permission settings, and use it later quickly. To create a new role, open the **Preset permission roles** menu and use the **Create a new role** option: ![The Preset permission roles menu with Admin, Moderator, and Chat Agent options, and an arrow pointing to "Create a new role".]() You'll be asked to **name** your new preset role as well: ![The permissions form with "Create a new role" selected and "Supervisor" entered in the Permission role name field.]() Once you are done with setting up the permissions, hit the **Save permission role** button to save your preset: ![The Supervisor role permits contact exports but blocks deleting conversations, tickets, and contacts, with an arrow pointing to "Save permission role".]() Any role you create will be listed in the **Roles** tab, and available to **edit** (or **delete**). You can also create a role right there: click on **Create role** in the top-right, give it a **Permission role name**, set the permissions and hit **Save permission role**: ![Settings \> Team, Roles tab, with the Create role button in the top-right and the Owner, Admin, Moderator and Chat Agent roles (Edit and delete greyed out) above a custom role named Supervisor with active Edit and delete buttons]() Please note that the default predefined roles (**Owner**, **Admin**, **Moderator**, and **Chat Agent**) cannot be edited or deleted. When you delete a custom role, the agents who had it are switched to **Custom** - they keep the same permissions until you change them. ## The available permission options While setting up custom permission sets or modifying existing one, you can see the following options: ** ** - **Block Permissions - **The agent will not see the chosen section at all, or their access to this section will be blocked entirely. ** ** ![A permission warning with a padlock states, "We are sorry, but you don't have permissions to view this section", above an OK button.]() - **Able to view - **Gives the agent a preview of the section or settings, but they will not be able to modify any settings. ![An information banner says the agent is not authorised to edit this section and should contact an administrator to request permission.]() ** ** - **Able to edit - **The agent will see and make changes in the section or settings. ### A list of available permissions Not every permission offers all three options. For example, **Macros**, **Team** or **Email** can be set to view or edit, but not blocked; the analytics permissions are either blocked or view-only; and **Billing**, **Project reports**, deleting and exporting offer only **Block Permissions** or **Able to edit**. In the **Settings tab**, you can change permissions for managing a number of important aspects of your project: - Macros - Workflows - Team - Service Level Agreements - Customer satisfaction - Fields - Tags - Project preferences - Billing - Project reports In the **Channels** tab, you can change permissions for modifying your widget appearance, as well as managing different communication channels: - Live Chat - Email - Facebook - Instagram - WhatsApp - Custom channels ** ** In the **Inbox & Contacts tab**, you can change permissions regarding messages and contacts: - Delete conversations - Delete tickets - Export contacts - Delete contacts ** ** In the **Analytics** tab, you can change permissions for accessing different metrics: - Conversation - Agents - Leads - Tickets - Customer intent (for online stores, agencies, beauty and services businesses) - Sales (for Shopify stores) In the **Sections Access tab,** you can change permissions accessing certain sections of your project: - Flows (please note: access to Lyro is included here as well) - Integrations - Help center content - Help center settings - Delete help center ![The permissions window of an agent, Sections Access tab, showing Flows, Integrations, Help center content, Help center settings and Delete help center, with the Delete help center dropdown open on Block Permissions and Able to edit]() If you use the Help Center add-on, the three Help Center permissions decide who can create and edit articles and categories, change your Help Center's settings (languages, domain, appearance and publishing), and delete the whole Help Center. Altogether, that's 29 permissions on every project, plus **Customer intent** and **Sales** where they apply. ## Further reading - [Managing agents]() - [Which upgrades do I need?]() - [Departments]()