Roles and permissions
Informly has four organization roles — Owner, Admin, Editor, and Viewer — that determine what each teammate can see and do.
Every member of an organization has exactly one role, and that role decides what they can do across the org. There are four roles, ranked from most to least powerful: Owner, Admin, Editor, Viewer. Pick the lowest role that lets a teammate do their job — it's the simplest way to keep your org's data tidy.
The four roles
| Role | Can do | Cannot do |
|---|---|---|
| Owner | Everything, including billing, team management, and deleting the organization. | — |
| Admin | Manage team, projects, widgets, documents, conversations, most settings, departments. | Billing, delete org. |
| Editor | Create and edit projects, widgets, documents. Manage conversations, contacts, campaigns. | Team, billing, organization settings. |
| Viewer | Read-only access to projects, widgets, documents, conversations, analytics. | Any write action. |
Each role applies at the org level — a user has one role per org they're in. Switch orgs and your role may be different. See Switching organizations.
When to use each role
A practical guide for who gets what:
Owner
Reserve Owner for the one or two people responsible for the org as a business — the founder, the head of operations, the person on the credit card. Owners can delete the entire org, so the role should be rare.
Admin
Give Admin to anyone who needs to manage the team or change most settings — heads of support, ops leads, project managers running large rollouts. They can do almost everything an Owner can, except touch billing and delete the org.
Editor
Editor is the default for hands-on contributors — agents, writers, support engineers. They can create and edit the day-to-day stuff (projects, widgets, documents, conversations, contacts, campaigns) without seeing or changing team or billing.
Viewer
Viewer is for stakeholders who need visibility but shouldn't change anything — execs reading analytics, auditors reviewing conversations, partners observing a launch.
Department roles are separate
Org roles cover org-wide permissions. The handoff workspace has its own set of department roles — member, lead, supervisor — that control what someone can do inside a department (claim chats, reassign chats, see the queue dashboard).
The two role systems stack:
- An Editor at the org level can also be a department lead with elevated handoff powers
- A Viewer at the org level can be a department member who actively handles chats
This split lets a single person have read-only access to most of the org while still being a working agent on one team.
CRM access
CRM access is a separate gate, based on your plan rather than your role. On a plan that includes CRM:
- Editors and Admins can use every CRM feature
- Viewers can read CRM records but not change them
On a plan without CRM, the module simply isn't visible to anyone, regardless of role. See CRM for details.
Trying to give a Viewer write access to one specific module? That's not supported — roles apply across the whole org. The closest workaround is to bump them to Editor and rely on the audit log to track changes.
Changing someone's role
Roles are managed from Team. Open a teammate's row and pick a new role from the dropdown. The change is immediate. See Team invites for the full team management flow.
A few rules to know:
- Only an Owner can promote someone to Owner
- An org always has at least one Owner — you can't demote yourself if you're the only one
- You can't change your own role above what you currently have