Roles in Textline
Jenny avatar
Written by Jenny
Updated over a week ago

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.

Standard 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

  • View previously recorded NPS and CSAT results

  • Create personal Shortcuts

By default, Admins in Textline can do all of the above, plus:

Custom Roles

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.

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