How to use roles and permissions

When adding a new team member, account owners and admins also set roles that provide permissions for the member to access and/or utilize specific areas of the app. Account owners and admins will use this role information when they invite a new member or revise a member’s role.

There are three roles available:

  • Admin
  • Creator
  • Member

Note: Account owner permissions can only be adjusted by transferring ownership to another team member. Click here to switch the owner of your account. 


Permission Owner Admin Creator Member
Access all features x x x x
Save a segment x x x x
Block/unblock visitors x x x x
Delete Session Recordings x x x x
Access personal Chat ratings and feedback x x x x
Access personal Chat logs x x x x
Chat with visitors x x x x
Create Saved Replies x x x x
Create Chat Invites x x x
Create Surveys x x x
Create Announcements x x x
Create Funnels x x x
Manage teams x x x
Access team Chat ratings and feedback x x
Access team Chat logs x x
Revise member roles x x
Add member x x
Update site information x
Update account information x
Update billing information x

When setting roles, keep in mind that all roles can access:

  • Chat: Includes chatting with visitors, using saved replies and evaluating their personal Chat ratings and feedback
  • Visitors: Includes searching for, viewing and deleting Session Recordings as well as blocking or unblocking visitors 
  • Analytics: Includes analyzing Dynamic Heatmaps, Form Analytics and Funnels
  • Communication: Includes viewing Surveys, Announcements and Chat Invites and their results; some roles will also include the capability to create them. 

Admin

Top-tier permissions

  • Commonly assigned to: Management, web developers or those who need access to things such as the tracking code and team chat logs 
  • What admins can do: 
    • Access the tracking code
    • Access team and personal Chat logs
    • Invite members
    • Revise member roles
    • Manage teams 
    • Create Surveys, Announcements, Chat Invites and Funnels
    • Save replies
    • Save segments
    • Access team and personal Chat ratings and feedback
    • Delete Session Recordings
    • Block Visitors
    • Chat with visitors
  • What admins can’t do: 
    • Update billing information
    • Update account settings
    • Update site settings

Creator

Mid-tier level permissions

  • Commonly assigned to: Marketers, UX developers or those who don’t need access to billing information but need to create 
  • What creators can do: 
    • Manage teams 
    • Create Surveys, Announcements, Chat Invites and Funnels
    • Save replies
    • Save segments
    • Access personal Chat ratings and feedback
    • Delete Session Recordings
    • Block Visitors
    • Chat with visitors
  • What creators can’t do: 
    • Update account settings
    • Update site settings, including the tracking code
    • Update billing information
    • Access team Chat logs
    • Access team Chat ratings and feedback
    • Invite members
    • Revise member roles

Member

Base-level permissions

  • Commonly assigned to: Customer support, business analysts or those members who need basic access; most users are assigned to this access level. 
  • What members can do: 
    • Save replies
    • Save segments
    • Access personal Chat ratings and feedback
    • Delete Session Recordings
    • Block Visitors
    • Chat with visitors
  • What members can’t do: 
    • Update account settings
    • Update site settings, including the tracking code
    • Update billing information
    • Access team Chat logs
    • Access team Chat ratings and feedback
    • Invite members
    • Revise member roles
    • Manage teams 
    • Create Surveys, Announcements, Chat Invites and Funnels