---
title: "Roles and access for the agency team"
description: "Give the client's sales team the Agent role: they answer chats in Leads without seeing billing, automations or other client companies in your workspace."
canonical_url: https://chatfuel.com/docs/for-agencies/roles-and-access-for-the-agency-team
markdown_url: https://chatfuel.com/docs/for-agencies/roles-and-access-for-the-agency-team.md
last_updated: 2026-09-09
lang: en
site: https://chatfuel.com/docs
llms_txt: https://chatfuel.com/llms.txt
---

# Roles and access for the agency team

Give the client's sales team the Agent role: they answer chats in Leads without seeing billing, automations or other client companies in your workspace.

Sooner or later the client asks the question you should be hoping for: "Can my sales guys answer the chats themselves?" The answer is yes — and it's safe, because Chatfuel's roles let you put the client's people *inside* their company without giving them any way to break what you built. This page is how to set that up, and how to slice access inside your own agency while you're at it.

## The three roles [#the-three-roles]

Every teammate in a company has one of three roles:

| Role       | Can do                                                                                                                     | Can't do                                                     |
| ---------- | -------------------------------------------------------------------------------------------------------------------------- | ------------------------------------------------------------ |
| **Admin**  | Everything — automations, chats, teammates, account settings, billing                                                      | —                                                            |
| **Editor** | Build and edit the bot: automations, AI setup, flows                                                                       | Account settings, billing, managing teammates                |
| **Agent**  | Work with customers: reply in chats, manage contacts, move leads through the pipeline, take over conversations from the AI | Edit automations or AI settings, see billing, touch the team |

The pattern to notice: the roles split along the line between **building the machine** and **operating inside it**. Admins and Editors build; Agents work the output. That line is exactly where agency work and client work divide.

## How to map roles to real people [#how-to-map-roles-to-real-people]

**Admin — you, and almost nobody else.** The agency owner or the account lead. Admin sees billing and can change anything, so keep it to one or two people on your side. The client doesn't need it, and neither does most of your team.

**Editor — whoever builds the bots.** Your automation person gets Editor in every client company they work on: full power over the AI and the flows, no access to account settings or billing. If something needs changing in the client's funnel, this is the role that changes it.

**Agent — the client's team.** This is the role that makes the client relationship work. Their sales reps and support staff get Agent in *their* company: they answer handoffs from the AI, work the [leads pipeline](https://chatfuel.com/docs/for-agencies/how-the-agency-funnel-works), manage contacts — and they physically cannot edit an automation, reword an AI instruction, or wander into settings. Your build stays yours; their customers stay theirs. It's also the right role for a project manager on the client's side who wants to watch the pipeline.

Combined with the [one-client-one-company structure](https://chatfuel.com/docs/for-agencies/agency-clients-model), this gives you the full grid: your core team exists in every client's company, the client's people exist only in their own, and every one of them sees exactly [the interface their role allows](https://chatfuel.com/docs/for-agencies/interface-tour-for-agencies).

## Inviting a teammate [#inviting-a-teammate]

Invites work through role-specific links, and they take a minute:

1. **Open Teammates.** In the [client's company](https://chatfuel.com/docs/for-agencies/create-a-client-company), go to **Settings → Teammates**. Make sure you're in the right company first — invites are per company.
2. **Generate a link for the role.** Click **Generate link** and pick the role: Admin, Editor, or Agent. The link *is* the role — whoever clicks it joins with that access level.
3. **Send it to the right person.** Share the link with your teammate or the client's staff member. They click, they're in — no manual approval step on your side.

> **Note:** Each generated link is tied to the role you picked. Inviting an Editor and two Agents means generating two different links — don't reuse the Agent link for someone who needs to build. And note this is one of the few jobs the AI Co-Worker won't do for you: invites and role changes happen in Settings, by hand, though the Co-Worker can tell you who's already on the team.

Teammates are **unlimited on every plan**, so there's no cost math to do before adding the client's entire sales floor. If access ever needs to end — someone leaves your agency, or the client's — remove them from the same Teammates screen, company by company. Roles cover the Chatfuel side of client onboarding; the Meta side — ad accounts, WhatsApp, Instagram — is covered in [What to ask the client for](https://chatfuel.com/docs/for-agencies/what-to-ask-the-client-for).

## The habit that keeps this clean [#the-habit-that-keeps-this-clean]

Decide the role from the job, not from seniority or trust. The client's CEO who "just wants to see everything" gets Agent, not Admin — they can watch every chat and every lead, which is what they actually wanted. The freelancer helping you build one funnel gets Editor in one company, not three. Access that matches the job is easy to grant, easy to explain, and easy to revoke.