Roles and permissions

The eight built-in roles, what each is for, and a full table of what each role can see and do.

Every member of an organisation has one role. The role decides which menu items they see and what they can change. You choose a role when you invite someone and can change it at any time in Members.

The roles

Role	Best for
Owner	Full control of the organisation, including billing and other Owners. Whoever creates the organisation is its first Owner, and there is always at least one.
Admin	Running the organisation day to day: settings, members, roles, the audit log and WhatsApp. Everything except billing.
Supervisor	Leading agents: works the inbox, sees team workload, the audit log and WhatsApp connection health.
Agent	Handling conversations: replies, assigns, notes and resolves, and edits the contacts they talk to.
Marketing Manager	Templates, campaigns, automation and AI agents, WhatsApp links and the business profile customers see.
Developer	Integrations, API keys and event webhooks; sees the audit log, WhatsApp settings and the webhook log. Can read conversations but not send messages.
Billing Administrator	The plan, payments, WhatsApp credits and invoices. Sees who is on the team.
Read Only	Sees most areas but changes nothing.

Note: IconEngage has these eight built-in roles. You can't create custom roles or change what a role includes from the app.

What each role can do

In the table, Marketing means Marketing Manager and Billing means Billing Administrator. "Yes" means the role has that capability; "–" means it doesn't.

Some features also depend on your plan. For example, catalogs and orders need the Pro or Enterprise plan whatever your role.

Inbox and conversations

Capability	Owner	Admin	Supervisor	Agent	Marketing	Developer	Billing	Read Only
See conversations, messages and delivery status	Yes	Yes	Yes	Yes	Yes	Yes	–	Yes
See the Inbox (views, assignment, notes, tags, SLA timers)	Yes	Yes	Yes	Yes	–	–	–	Yes
Send WhatsApp messages and retry failed sends	Yes	Yes	Yes	Yes	Yes	–	–	–
Claim, release and transfer conversations	Yes	Yes	Yes	Yes	–	–	–	–
Write internal notes	Yes	Yes	Yes	Yes	–	–	–	–
Tag conversations and manage conversation tags	Yes	Yes	Yes	Yes	–	–	–	–
Resolve conversations	Yes	Yes	Yes	Yes	–	–	–	–
Use the AI copilot in the inbox	Yes	Yes	Yes	Yes	–	–	–	–
Set your own status (Available, Busy, Away, Offline)	Yes	Yes	Yes	Yes	–	–	–	–
Create, edit and delete saved replies	Yes	Yes	–	–	–	–	–	–
See teams, queues, business hours and team workload	Yes	Yes	Yes	Yes	–	–	–	Yes
Manage teams, queues, business hours, SLA targets and capacity	Yes	Yes	–	–	–	–	–	–

Contacts

Capability	Owner	Admin	Supervisor	Agent	Marketing	Developer	Billing	Read Only
See contacts, tags, fields, segments and consent	Yes	Yes	Yes	Yes	Yes	Yes	–	Yes
Edit contacts, tags, fields, segments and consent	Yes	Yes	Yes	Yes	Yes	–	–	–
Add contacts and run imports	Yes	Yes	–	–	Yes	–	–	–
Export contacts	Yes	Yes	–	–	Yes	–	–	–
Delete contacts	Yes	Yes	–	–	–	–	–	–

Campaigns

Capability	Owner	Admin	Supervisor	Agent	Marketing	Developer	Billing	Read Only
See broadcasts, audiences, results and opt-outs	Yes	Yes	Yes	Yes	Yes	Yes	–	Yes
Create audiences and compose broadcasts	Yes	Yes	–	–	Yes	–	–	–
Edit drafts and audiences, and record manual opt-outs	Yes	Yes	–	–	Yes	–	–	–
Send, test-send, pause and resume broadcasts	Yes	Yes	–	–	Yes	–	–	–
Delete audiences and broadcasts that haven't been sent	Yes	Yes	–	–	–	–	–	–

Capability	Owner	Admin	Supervisor	Agent	Marketing	Developer	Billing	Read Only
See numbers and accounts, quality and connection health	Yes	Yes	Yes	–	Yes	Yes	–	–
Connect a WhatsApp Business Account	Yes	Yes	–	–	–	–	–	–
Sync, replace the access token and disconnect	Yes	Yes	–	–	–	–	–	–
Edit the business profile	Yes	Yes	–	–	Yes	–	–	–
See the raw webhook log and replay events	Yes	Yes	–	–	–	Yes	–	–
See message templates	Yes	Yes	Yes	Yes	Yes	Yes	–	Yes
Create template drafts	Yes	Yes	–	–	Yes	–	–	–
Edit drafts and sync templates from Meta	Yes	Yes	–	–	Yes	–	–	–
Submit templates to Meta for review	Yes	Yes	–	–	Yes	–	–	–
Delete templates	Yes	Yes	–	–	–	–	–	–
See WhatsApp links, leads and attribution	Yes	Yes	Yes	Yes	Yes	Yes	–	Yes
Create, edit and delete WhatsApp links	Yes	Yes	–	–	Yes	–	–	–
Mark leads and conversions, and enter ad spend	Yes	Yes	Yes	Yes	Yes	–	–	–
See catalogs and orders	Yes	Yes	Yes	Yes	Yes	Yes	–	Yes
Accept carts, update and cancel orders, send payment links	Yes	Yes	Yes	Yes	Yes	–	–	–
Sync a catalog from Meta ahead of schedule	Yes	Yes	–	–	–	–	–	–

Automation and AI agents

Capability	Owner	Admin	Supervisor	Agent	Marketing	Developer	Billing	Read Only
See flows, runs, inbound webhooks and credentials	Yes	Yes	Yes	Yes	Yes	Yes	–	Yes
Create flows, inbound webhooks and credentials	Yes	Yes	–	–	Yes	–	–	–
Edit flow drafts and run tests	Yes	Yes	–	–	Yes	–	–	–
Publish and unpublish flows, start and cancel runs	Yes	Yes	–	–	Yes	–	–	–
Delete flows, inbound webhooks and credentials	Yes	Yes	–	–	–	–	–	–
See AI agents, knowledge and intents	Yes	Yes	Yes	Yes	Yes	Yes	–	Yes
Edit AI agents, knowledge and intents, and test drafts	Yes	Yes	Yes	–	Yes	–	–	–
Publish and unpublish AI agents	Yes	Yes	–	–	Yes	–	–	–

Analytics

Capability	Owner	Admin	Supervisor	Agent	Marketing	Developer	Billing	Read Only
See the Dashboard	Yes	Yes	–	–	–	–	–	–
See the API usage report	Yes	Yes	–	–	–	Yes	–	–

Other reports follow the area they report on. For example, the Messaging report needs access to conversations, the Campaigns report needs access to campaigns, and the Agents report needs access to teams and routing.

Organisation, team and billing

Capability	Owner	Admin	Supervisor	Agent	Marketing	Developer	Billing	Read Only
Change the organisation's name, day boundary and setup checklist	Yes	Yes	–	–	–	–	–	–
See members, invitations and roles	Yes	Yes	Yes	Yes	Yes	Yes	Yes	Yes
Invite people and revoke invitations	Yes	Yes	–	–	–	–	–	–
Change a member's role	Yes	Yes	–	–	–	–	–	–
Remove members	Yes	Yes	–	–	–	–	–	–
See the audit log	Yes	Yes	Yes	–	–	Yes	–	–
See the plan, usage, WhatsApp credits and invoices	Yes	–	–	–	–	–	Yes	–
Change the plan and payment method, add credits, cancel	Yes	–	–	–	–	–	Yes	–

Integrations and developers

Capability	Owner	Admin	Supervisor	Agent	Marketing	Developer	Billing	Read Only
See integrations, their health and delivery log	Yes	Yes	–	–	Yes	Yes	–	Yes
Create, edit, test and delete integrations, and set up Contact lookup	Yes	Yes	–	–	–	Yes	–	–
Set and rotate integration credentials	Yes	Yes	–	–	–	Yes	–	–
See API keys	Yes	Yes	–	–	–	Yes	–	–
Create, change and revoke API keys	Yes	Yes	–	–	–	Yes	–	–
Manage event webhooks and replay deliveries	Yes	Yes	–	–	–	Yes	–	–

Things to know

Admins can't see billing. Only Owners and Billing Administrators see the Billing pages.
Developers can read but not send. They can see conversations for integration work but can't send messages to customers.
Some actions ask you to confirm it's you. Making someone an Owner (or changing an Owner's role) asks for your password or authenticator code first.
If something is missing from your menu, your role doesn't include it. Ask an Owner or Admin to change your role.

Still need help?

Write to us at [email protected] and tell us what you were trying to do. Already a customer? Sign in to IconEngage — the same articles are under Help in the app.