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const container = document.getElementById("headerModule"); const props = { profileLink, darkModeSetting, localeSetting, settings, signedIn }; renderHeader(props, container); </script> <main role="main"> <div id='articlePage'></div> <div id='article-body' style="display: none;"> <div class="body"> <div class="docs-wmp-link" style="text-align: right; font-size: 0.8em;"><a href="https://support.zendesk.com/hc/en-us/articles/5411234991258-plan" target="_blank">What's my plan?</a></div> <p><img alt="Available on all Suite plans" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/plan_available_suite_all.png"/><img alt="Available on all Chat plans" class="image image" id="topic_af1_42k_4fb__image_v4n_42k_4fb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/plan_available_chat_all.png"/></p> <p class="p">All administrators and agents using Zendesk Chat are assigned roles that allow or restrict the Chat-related tasks they can perform.</p> <p class="p">There are two types of roles:</p> <ul class="ul" id="topic_af1_42k_4fb__ul_ls3_5dk_4fb"> <li class="li" dir="ltr"> <strong class="ph b">Default roles</strong>, which are defined by Zendesk, and discussed in this article.</li> <li class="li"> <strong class="ph b">Custom roles</strong>, which are defined by your account administrator. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408893917338" rel="noopener" target="_blank">Creating custom Chat roles and assigning users</a> for more information.</li> </ul> <p class="p">This article contains the following topics:</p> <div class="p"> <ul class="ul" id="topic_af1_42k_4fb__ul_ubf_mnk_4fb"> <li class="li"><a class="xref" href="#topic_f2k_pnk_4fb">About Chat default roles</a></li> <li class="li"><a class="xref" href="#topic_avg_gfk_4fb">Using Chat default roles</a></li> </ul> </div> </div> <div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_f2k_pnk_4fb"> <h2 class="title topictitle2" id="ariaid-title2">About Chat default roles</h2> <div class="body"> <p class="p">By default, your Chat account includes three roles: Agent, Administrator, and Account owner. Each of these roles by default has standard permissions and abilities.</p> <ul class="ul"> <li class="li"> <strong class="ph b">Agents</strong> can: <div class="p"> <ul class="ul" id="topic_f2k_pnk_4fb__ul_wzn_kt2_qmb"> <li class="li">Chat with customers</li> <li class="li">Create shortcuts</li> <li class="li">Ban visitors</li> <li class="li">View past chats</li> <li class="li">Configure personal settings</li> </ul> </div> <p class="p">See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408831559834" rel="noopener" target="_blank">Getting started for Chat agents</a> for more information on Agent permissions.</p> </li> <li class="li"> <strong class="ph b">Administrators</strong> have all of the default agent privileges. In addition, an administrator can: <div class="p"> <ul class="ul" id="topic_f2k_pnk_4fb__ul_bfc_vs2_qmb"> <li class="li">Configure global and personal settings</li> <li class="li">Manage agents, triggers, and departments</li> <li class="li">Delete chats</li> <li class="li">Use <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408828193562" rel="noopener" target="_blank">Chat Analytics</a> </li> </ul> </div> <div class="p"> <div class="note note"> <span class="notetitle">Note:</span> Administrator permissions cannot be modified</div> </div> <p class="p">See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408820663322" rel="noopener" target="_blank">Getting started for Chat admins</a> for more information on Administrator tasks.</p> </li> <li class="li"> <strong class="ph b">Account owner</strong> has all the default administrator and agent privileges. In addition, the account owner can: <div class="p"> <ul class="ul" id="topic_f2k_pnk_4fb__ul_bzt_ws2_qmb"> <li class="li">Upgrade or downgrade the account's plan</li> <li class="li">Change billing information</li> <li class="li">Access invoices</li> <li class="li">Cancel the account</li> </ul> </div> <div class="p"> <div class="note note"> <span class="notetitle">Note:</span> Account owner permissions cannot be modified</div> </div> </li> </ul> <p class="p">How these roles are assigned and used is determined by how you use Zendesk Chat:</p> <ul class="ul" id="topic_f2k_pnk_4fb__ul_vdj_wnk_4fb"> <li class="li" dir="ltr"> <p class="p" dir="ltr"><strong class="ph b">Integrated Chat accounts </strong>(those that are using both Zendesk Chat and Support) need to consider their agents’ Support roles when assigning Chat roles: An agent must be an administrator in both Chat and Support, or an administrator in neither. However, accounts on some plans can create custom roles with certain administrative privileges in the respective products, and assign them to non-admin agents. For information on roles in integrated accounts, see <a href="https://support.zendesk.com/hc/en-us/articles/4408824425626" rel="noopener" target="_blank">Setting up Zendesk live chat in Zendesk Support</a>. </p> </li> <li class="li" dir="ltr"> <p class="p" dir="ltr"><strong class="ph b">Chat-only accounts</strong> can assign roles as needed, even if they are also Zendesk Support customers , as long as their Chat and Support accounts are not linked together.</p> </li> </ul> <p class="p">See <a class="xref" href="#topic_avg_gfk_4fb">Using Chat default roles</a>, below, for information on working with default roles based on your Chat account version.</p> </div> </div> <div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_avg_gfk_4fb"> <h2 class="title topictitle2" id="ariaid-title3">Using Chat default roles</h2> <div class="body"> <p class="p">You can view the details of a default role on the Roles page in the Chat dashboard.</p> <p class="p"><strong class="ph b">To view default roles</strong></p> <div class="p"> <ol class="ol" id="topic_avg_gfk_4fb__ol_gcb_nw2_qmb"> <li class="li">In the Chat dashboard, go to <strong class="ph b">Settings > Roles</strong>.</li> <li class="li">Click the role you want to view.</li> </ol> </div> <p class="p">See the following articles for more information:</p> <div class="p"> <ul class="ul"> <li class="li"> <strong class="ph b">To change an agent's or administrator's role</strong>, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408894143898" rel="noopener" target="_blank">Creating and updating agents</a>.</li> <li class="li"> <strong class="ph b">To change the account owner</strong>, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408824174490" rel="noopener" target="_blank">Changing your Zendesk Chat account owner</a>.</li> </ul> </div> </div> </div> </div> <div id="articleCommentsWrapper" style="display: none"> </div> <div id="commentFormZ2" style="display: none"> </div> <script type='module'> import { renderArticlePage } from 'articlePage'; 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const title = "Understanding default roles in Zendesk Chat"; const internal = false; const body = "\u003cdiv class=\"body\"\u003e\n\u003cdiv class=\"docs-wmp-link\" style=\"text-align: right; font-size: 0.8em;\"\u003e\u003ca href=\"https://support.zendesk.com/hc/en-us/articles/5411234991258-plan\" target=\"_blank\"\u003eWhat's my plan?\u003c/a\u003e\u003c/div\u003e\n\u003cp\u003e\u003cimg alt=\"Available on all Suite plans\" src=\"https://zen-marketing-documentation.s3.amazonaws.com/docs/en/plan_available_suite_all.png\"/\u003e\u003cimg alt=\"Available on all Chat plans\" class=\"image image\" id=\"topic_af1_42k_4fb__image_v4n_42k_4fb\" src=\"https://zen-marketing-documentation.s3.amazonaws.com/docs/en/plan_available_chat_all.png\"/\u003e\u003c/p\u003e\n\u003cp class=\"p\"\u003eAll administrators and agents using Zendesk Chat are assigned roles that allow or restrict the Chat-related tasks they can perform.\u003c/p\u003e\n\u003cp class=\"p\"\u003eThere are two types of roles:\u003c/p\u003e\n\u003cul class=\"ul\" id=\"topic_af1_42k_4fb__ul_ls3_5dk_4fb\"\u003e\n\u003cli class=\"li\" dir=\"ltr\"\u003e\n\u003cstrong class=\"ph b\"\u003eDefault roles\u003c/strong\u003e, which are defined by Zendesk, and discussed in this article.\u003c/li\u003e\n\u003cli class=\"li\"\u003e\n\u003cstrong class=\"ph b\"\u003eCustom roles\u003c/strong\u003e, which are defined by your account administrator. See \u003ca class=\"xref\" href=\"https://support.zendesk.com/hc/en-us/articles/4408893917338\" rel=\"noopener\" target=\"_blank\"\u003eCreating custom Chat roles and assigning users\u003c/a\u003e for more information.\u003c/li\u003e\n\u003c/ul\u003e\n\u003cp class=\"p\"\u003eThis article contains the following topics:\u003c/p\u003e\n\u003cdiv class=\"p\"\u003e\n\u003cul class=\"ul\" id=\"topic_af1_42k_4fb__ul_ubf_mnk_4fb\"\u003e\n\u003cli class=\"li\"\u003e\u003ca class=\"xref\" href=\"#topic_f2k_pnk_4fb\"\u003eAbout Chat default roles\u003c/a\u003e\u003c/li\u003e\n\u003cli class=\"li\"\u003e\u003ca class=\"xref\" href=\"#topic_avg_gfk_4fb\"\u003eUsing Chat default roles\u003c/a\u003e\u003c/li\u003e\n\u003c/ul\u003e\n\u003c/div\u003e\n\u003c/div\u003e\n\u003cdiv aria-labelledby=\"ariaid-title2\" class=\"topic nested1\" id=\"topic_f2k_pnk_4fb\"\u003e\n\u003ch2 class=\"title topictitle2\" id=\"ariaid-title2\"\u003eAbout Chat default roles\u003c/h2\u003e\n\u003cdiv class=\"body\"\u003e\n\u003cp class=\"p\"\u003eBy default, your Chat account includes three roles: Agent, Administrator, and Account owner. Each of these roles by default has standard permissions and abilities.\u003c/p\u003e\n\u003cul class=\"ul\"\u003e\n\u003cli class=\"li\"\u003e\n\u003cstrong class=\"ph b\"\u003eAgents\u003c/strong\u003e can:\n\u003cdiv class=\"p\"\u003e\n\u003cul class=\"ul\" id=\"topic_f2k_pnk_4fb__ul_wzn_kt2_qmb\"\u003e\n\u003cli class=\"li\"\u003eChat with customers\u003c/li\u003e\n\u003cli class=\"li\"\u003eCreate shortcuts\u003c/li\u003e\n\u003cli class=\"li\"\u003eBan visitors\u003c/li\u003e\n\u003cli class=\"li\"\u003eView past chats\u003c/li\u003e\n\u003cli class=\"li\"\u003eConfigure personal settings\u003c/li\u003e\n\u003c/ul\u003e\n\u003c/div\u003e\n\u003cp class=\"p\"\u003eSee \u003ca class=\"xref\" href=\"https://support.zendesk.com/hc/en-us/articles/4408831559834\" rel=\"noopener\" target=\"_blank\"\u003eGetting started for Chat agents\u003c/a\u003e for more information on Agent permissions.\u003c/p\u003e\n\u003c/li\u003e\n\u003cli class=\"li\"\u003e\n\u003cstrong class=\"ph b\"\u003eAdministrators\u003c/strong\u003e have all of the default agent privileges. In addition, an administrator can:\n\u003cdiv class=\"p\"\u003e\n\u003cul class=\"ul\" id=\"topic_f2k_pnk_4fb__ul_bfc_vs2_qmb\"\u003e\n\u003cli class=\"li\"\u003eConfigure global and personal settings\u003c/li\u003e\n\u003cli class=\"li\"\u003eManage agents, triggers, and departments\u003c/li\u003e\n\u003cli class=\"li\"\u003eDelete chats\u003c/li\u003e\n\u003cli class=\"li\"\u003eUse \u003ca class=\"xref\" href=\"https://support.zendesk.com/hc/en-us/articles/4408828193562\" rel=\"noopener\" target=\"_blank\"\u003eChat Analytics\u003c/a\u003e\n\u003c/li\u003e\n\u003c/ul\u003e\n\u003c/div\u003e\n\u003cdiv class=\"p\"\u003e\n\u003cdiv class=\"note note\"\u003e\n\u003cspan class=\"notetitle\"\u003eNote:\u003c/span\u003e Administrator permissions cannot be modified\u003c/div\u003e\n\u003c/div\u003e\n\u003cp class=\"p\"\u003eSee \u003ca class=\"xref\" href=\"https://support.zendesk.com/hc/en-us/articles/4408820663322\" rel=\"noopener\" target=\"_blank\"\u003eGetting started for Chat admins\u003c/a\u003e for more information on Administrator tasks.\u003c/p\u003e\n\u003c/li\u003e\n\u003cli class=\"li\"\u003e\n\u003cstrong class=\"ph b\"\u003eAccount owner\u003c/strong\u003e has all the default administrator and agent privileges. In addition, the account owner can:\n\u003cdiv class=\"p\"\u003e\n\u003cul class=\"ul\" id=\"topic_f2k_pnk_4fb__ul_bzt_ws2_qmb\"\u003e\n\u003cli class=\"li\"\u003eUpgrade or downgrade the account's plan\u003c/li\u003e\n\u003cli class=\"li\"\u003eChange billing information\u003c/li\u003e\n\u003cli class=\"li\"\u003eAccess invoices\u003c/li\u003e\n\u003cli class=\"li\"\u003eCancel the account\u003c/li\u003e\n\u003c/ul\u003e\n\u003c/div\u003e\n\u003cdiv class=\"p\"\u003e\n\u003cdiv class=\"note note\"\u003e\n\u003cspan class=\"notetitle\"\u003eNote:\u003c/span\u003e Account owner permissions cannot be modified\u003c/div\u003e\n\u003c/div\u003e\n\u003c/li\u003e\n\u003c/ul\u003e\n\u003cp class=\"p\"\u003eHow these roles are assigned and used is determined by how you use Zendesk Chat:\u003c/p\u003e\n\u003cul class=\"ul\" id=\"topic_f2k_pnk_4fb__ul_vdj_wnk_4fb\"\u003e\n\u003cli class=\"li\" dir=\"ltr\"\u003e\n\u003cp class=\"p\" dir=\"ltr\"\u003e\u003cstrong class=\"ph b\"\u003eIntegrated Chat accounts \u003c/strong\u003e(those that are using both Zendesk Chat and Support) need to consider their agents’ Support roles when assigning Chat roles: An agent must be an administrator in both Chat and Support, or an administrator in neither. However, accounts on some plans can create custom roles with certain administrative privileges in the respective products, and assign them to non-admin agents. For information on roles in integrated accounts, see \u003ca href=\"https://support.zendesk.com/hc/en-us/articles/4408824425626\" rel=\"noopener\" target=\"_blank\"\u003eSetting up Zendesk live chat in Zendesk Support\u003c/a\u003e. \u003c/p\u003e\n\u003c/li\u003e\n\u003cli class=\"li\" dir=\"ltr\"\u003e\n\u003cp class=\"p\" dir=\"ltr\"\u003e\u003cstrong class=\"ph b\"\u003eChat-only accounts\u003c/strong\u003e can assign roles as needed, even if they are also Zendesk Support customers , as long as their Chat and Support accounts are not linked together.\u003c/p\u003e\n\u003c/li\u003e\n\u003c/ul\u003e\n\u003cp class=\"p\"\u003eSee \u003ca class=\"xref\" href=\"#topic_avg_gfk_4fb\"\u003eUsing Chat default roles\u003c/a\u003e, below, for information on working with default roles based on your Chat account version.\u003c/p\u003e\n\u003c/div\u003e\n\u003c/div\u003e\n\u003cdiv aria-labelledby=\"ariaid-title3\" class=\"topic nested1\" id=\"topic_avg_gfk_4fb\"\u003e\n\u003ch2 class=\"title topictitle2\" id=\"ariaid-title3\"\u003eUsing Chat default roles\u003c/h2\u003e\n\u003cdiv class=\"body\"\u003e\n\u003cp class=\"p\"\u003eYou can view the details of a default role on the Roles page in the Chat dashboard.\u003c/p\u003e\n\u003cp class=\"p\"\u003e\u003cstrong class=\"ph b\"\u003eTo view default roles\u003c/strong\u003e\u003c/p\u003e\n\u003cdiv class=\"p\"\u003e\n\u003col class=\"ol\" id=\"topic_avg_gfk_4fb__ol_gcb_nw2_qmb\"\u003e\n\u003cli class=\"li\"\u003eIn the Chat dashboard, go to \u003cstrong class=\"ph b\"\u003eSettings \u0026gt; Roles\u003c/strong\u003e.\u003c/li\u003e\n\u003cli class=\"li\"\u003eClick the role you want to view.\u003c/li\u003e\n\u003c/ol\u003e\n\u003c/div\u003e\n\u003cp class=\"p\"\u003eSee the following articles for more information:\u003c/p\u003e\n\u003cdiv class=\"p\"\u003e\n\u003cul class=\"ul\"\u003e\n\u003cli class=\"li\"\u003e\n\u003cstrong class=\"ph b\"\u003eTo change an agent's or administrator's role\u003c/strong\u003e, see \u003ca class=\"xref\" href=\"https://support.zendesk.com/hc/en-us/articles/4408894143898\" rel=\"noopener\" target=\"_blank\"\u003eCreating and updating agents\u003c/a\u003e.\u003c/li\u003e\n\u003cli class=\"li\"\u003e\n\u003cstrong class=\"ph b\"\u003eTo change the account owner\u003c/strong\u003e, see \u003ca class=\"xref\" href=\"https://support.zendesk.com/hc/en-us/articles/4408824174490\" rel=\"noopener\" target=\"_blank\"\u003eChanging your Zendesk Chat account owner\u003c/a\u003e.\u003c/li\u003e\n\u003c/ul\u003e\n\u003c/div\u003e\n\u003c/div\u003e\n\u003c/div\u003e"; 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