Agent Studio offers granular permission control, allowing you to mix access levels across different areas for each user.
Account roles
Admin
Admins have full access to all workspace features:
- Manage all projects and configurations
- Invite and remove users
- Modify user permissions
- Access billing and account settings
- Full edit access to all navigation areas
Member
Members have permission-based access determined by their assigned settings:
- Access controlled per navigation area
- Can have different permission levels for different sections
- Cannot manage other users or account settings
Permission levels
Each navigation area supports three access levels:
| Level | Capabilities |
|---|
| None | Area is hidden; user cannot view or access any content |
| Read | User can view all content but cannot create, edit, or delete |
| Edit | User can view, create, modify, and delete content |
Navigation areas and sub-sections
Analytics
Control access to conversation data and analysis tools.
| Sub-section | Controls |
|---|
| Smart analyst | AI-powered conversation insights |
| Conversations | Call transcripts, recordings, and review |
| Agent analysis | Performance metrics and trends |
Build
Control access to agent configuration and development.
| Sub-section | Controls |
|---|
| Agent | Agent persona, rules, and settings |
| Knowledge | Managed topics and connected knowledge |
| Flows | Conversation flow design |
| Tools | Functions, secrets, and integrations |
| Variant management | Multi-site configurations |
| Call handoffs | Transfer destinations and routing |
| SMS | Text messaging configuration |
| Configuration builder | Real-time config tools |
| Test suite | Automated testing |
Channels
Control access to voice and chat channel settings.
| Sub-section | Controls |
|---|
| Voice | Agent voice, response control, audio management, speech recognition, voice configuration |
| Chat | Chat configuration, widget settings |
| Sub-section | Controls |
|---|
| General | Project-wide settings |
| Numbers | Phone number management |
| APIs | API keys and configuration |
| Integrations | Third-party service connections |
| Metrics | Custom metrics definition |
| Dashboards | Analytics dashboards |
| CSAT | Customer satisfaction surveys |
Deployments
Control access to environment and version management.
| Sub-section | Controls |
|---|
| Environments | Sandbox, Pre-release, Live promotion |
| Project history | Version history and comparisons |
Setting permissions
- Go to Configure > User Management.
- Select a user or click Invite for new users.
- For each navigation area, select None, Read, or Edit.
- Expand sections for more granular control.
- Save changes.
Start with broad area permissions, then expand sections to fine-tune access where needed.
Common configurations
Read-only reviewer
Analytics: Read
Build: Read
Channels: Read
Configure: Read
Deployments: Read
Knowledge base editor
Analytics: Read
Build > Knowledge: Edit
Build > (other): Read
Channels: Read
Configure: None
Deployments: None
Full developer
Analytics: Edit
Build: Edit
Channels: Edit
Configure: Read
Deployments: Edit
Operations manager
Analytics: Edit
Build: Read
Channels: Read
Configure: Edit
Deployments: Edit
Permission inheritance
- If a parent area is set to None, all sub-sections are inaccessible
- Setting a parent area to Edit grants edit access to all sub-sections unless overridden
- Sub-section permissions can be more restrictive than the parent, but not less restrictive
Related pages
