With Textline's Standard plan and above, members can have particular roles, which each have certain sets of permissions. On the Standard plan, your members can be set as an Agent or an Admin. On the Pro plan or above, you can create custom roles to suit your needs.
To view and edit roles, click Settings > Agent Settings > Roles.
By default, Agents in Textline can:
Access any Conversation History in the Conversation Lists of their assigned Departments
Transfer Conversations (messages) to other Agents
Send Whispers (internal notes)
Add and edit Contact Details
Send Announcements (mass text messages) from their assigned Departments
Add contacts to the Address Book - individually or via CSV upload
Archive and block contacts
View organization metrics
Create personal Shortcuts
By default, Admins in Textline can do all of the above, plus:
On Textline’s Pro plan, you can edit the permissions of the Agent or Admin roles by clicking the Manage button next to the role you’d like to update. You can also create custom roles from scratch. More on custom roles and the individual permissions within can be found here.