What Can a Teammate with the Agent Role Do?

The Agent role is designed for sales reps and support agents who work directly with customers. Agents can manage contacts, leads, and chats — but cannot edit automations or AI settings.

What Agents can do

• View and reply to customer chats
• Manage contacts and contact details
• Work the leads pipeline — move leads between stages, assign leads, close deals
• Take over conversations from AI to handle customers manually
• View calendar bookings and appointments
• Use filters to find their assigned leads and chats

What Agents cannot do

• Edit or create automations, flows, or AI instructions
• Change AI settings or the AI's persona
• Access billing or account settings
• Add or remove teammates

When to use the Agent role

Assign the Agent role to team members who only need to handle customer conversations — for example, sales agents working the Selling stage or support reps responding to incoming chats. This keeps your automations safe from accidental edits while giving agents everything they need to do their job.