---
title: "What Can a Teammate with the Agent Role Do?"
description: "The Agent role is designed for sales reps and support agents who work directly with customers."
canonical_url: https://chatfuel.com/docs/account/what-can-agent-role-do
markdown_url: https://chatfuel.com/docs/account/what-can-agent-role-do.md
last_updated: 2026-08-12
lang: en
site: https://chatfuel.com/docs
llms_txt: https://chatfuel.com/llms.txt
---

# 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.

The Agent role is designed for sales reps and support agents who work directly with customers. Agents can manage contacts, [leads](https://chatfuel.com/docs/leads/leads), and chats — but cannot edit automations or AI settings.

## What Agents can do [#what-agents-can-do]

* View and reply to customer chats
* Manage contacts and contact details
* Work the [leads pipeline](https://chatfuel.com/docs/leads/leads) — move leads between stages, assign leads, close deals
* [Take over conversations from AI](https://chatfuel.com/docs/ai-features/how-to-stop-ai-during-active-conversations) to handle customers manually
* View [calendar](https://chatfuel.com/docs/calendar/calendar) bookings and appointments
* Use filters to find their assigned leads and chats

## What Agents cannot do [#what-agents-cannot-do]

* Edit or create [automations](https://chatfuel.com/docs/ai-features/automations), flows, or AI instructions
* Change AI settings or the [AI's persona](https://chatfuel.com/docs/ai-features/how-to-set-up-fuely-ai-profile)
* Access billing or account settings
* [Add or remove teammates](https://chatfuel.com/docs/account/how-to-add-teammates)

## When to use the Agent role [#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](https://chatfuel.com/docs/leads/leads) 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.