On Textline’s Pro plan, you can edit the permissions of the Agent or Admin roles by clicking the Manage/View button next to the role you’d like to update. By default, this permission is given only to Admins, but is also controlled by the "Update agent roles" permission. Once the roles are created or edited, you will need the Update Agent permission to assign the roles.

You can also create unlimited additional roles with the permissions of your choice by selecting the Add Role button.

Below is a full breakdown of each setting and what the permission controls

This permission allows agents to change settings for the organization, including the name and security settings.

This permission allows agents to connect, edit, or remove any integrations in your account.

This permission allows agents to authenticate with the API and make API calls. It also allows agents to create, edit, or remove webhooks.

This permission allows agents to export data, through CSVs, for your organization. Without this permission, agents cannot export Contact lists from the Address Book or a Contact's Conversation History from the Conversation Dashboard.

This permission allows agents to make changes to the plan for your organization. This includes the level (limited, standard, or pro), editing the credit card information, and seeing past bills.

This permission allows agents to set a contact's consent via a CSV import, through the API, or using manual override. More on importing consent can be found here.

This permission allows the agent to un-redact sensitive information in messages. Only available when the permission is turned on here. More on the setting can be found here.

This permission allows agents to create new Departments in your account. This includes SMS, Smart SMS, and Facebook Messenger Departments.

This permission allows agents to view other Departments. You can limit them to only see Departments they are assigned to or all Departments.

This permission allows Agents to update features that are tied to Departments. This includes Shortcuts, Automations, and Dispositions. You can prevent Agents from updating them, update them for Departments they are assigned to, or all Departments.

This allows the Agent to delete departments and all associated info within them. You can prevent agents from deleting them at all (none), delete Departments they are assigned to, or allow them to delete any Department (all departments).

This permission allows Agents to add Agents to your Textline organization.

This permission allows agents to view other agents in their Departments or all Departments.

This permission allows agents to edit other Agents in their Departments, all Departments, or none.

This permission allows agents to create or edit custom roles. Agents will need the update command to assign roles to other agents.

This permission sets which Conversations an Agent can see. It can be set to only Conversations assigned to them, new and theirs, or all Conversations. This permission will also affect the filters that an Agent will see on the Conversation dashboard, based on the permission given to them.

This permission allows Agents to send attachments with their messages or send MMS messages. This includes regular messages and Announcements.

This permission allows for Agents to create Scheduled Messages. This includes scheduling a message even when a contact does not have an open Conversation in the Department.

This permission allows Agents to start new Conversations with contacts. This also prevents Agents from re-opening past Conversations.

This permission sets which Announcements an Agent can see. It can be set to allow them to see Announcements in their Departments, all Departments, or none at all.

This permission allows Agents to send Announcements. It will allow them to send Announcements in their Departments, all Departments, or none at all.

This permission allows Agents to create and edit custom fields in the Address Book. This only pertains to the settings, not the actual contact data within the fields.

This permission allows agents to see metrics for the whole organization.

This permission allows Agents to filter metrics down to individual Departments. It can be set to their Departments, all Departments, or none at all.

This permission allows Agents to filter metrics down to individual agents. It can be set to filter metrics down only to themself, Agents in their Departments, all Departments, or none at all.

This permission allows Agents to view the results of all surveys.

This permission allows Agents to send any survey.

This permission allows Agents to update the settings for all surveys.

This permission allows Agents to find and interact with Contacts that are archived. The default setting is on, but you can uncheck the box to restrict contacts that an Agent can see.

This permission allows Agents to find and interact with Contacts that have not had a conversation with Departments they are in. The default setting is on, but you can uncheck the box to restrict contacts that an Agent can see.

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