User Roles & Permissions
Understand the three user roles in Replyn — Admin, Member, and Agent — and the specific permissions granted to each.
Replyn uses a role-based access control system to ensure every team member has the right level of access. There are three built-in roles, each with a distinct set of permissions.
Role Overview
Admin
Full, unrestricted access to every feature and setting in the organization. Admins can manage billing, invite or remove users, configure channels, and access all data.
Member
Standard access to day-to-day CRM and messaging features. Members can manage contacts, handle conversations, create tickets, and send broadcasts, but cannot change organization settings or manage team members.
Agent
Limited access, focused on handling assigned work. Agents can only view and respond to conversations and contacts that are assigned to them. They cannot access broadcasts, reports, or settings.
Permissions Table
The following table provides a detailed breakdown of what each role can and cannot do.
| Permission | Admin | Member | Agent |
|---|---|---|---|
| Inbox — View all conversations | Yes | Yes | No (assigned only) |
| Inbox — Respond to conversations | Yes | Yes | Yes (assigned only) |
| Inbox — Assign / reassign conversations | Yes | Yes | No |
| Contacts — View all contacts | Yes | Yes | No (assigned only) |
| Contacts — Create and edit contacts | Yes | Yes | No |
| Contacts — Delete contacts | Yes | No | No |
| Contacts — Import / export contacts | Yes | No | No |
| Leads — View and manage leads | Yes | Yes | No |
| Tickets — View all tickets | Yes | Yes | No (assigned only) |
| Tickets — Create and edit tickets | Yes | Yes | Yes (assigned only) |
| Tickets — Delete tickets | Yes | No | No |
| Broadcasts — Create and send | Yes | Yes | No |
| Broadcasts — View broadcast reports | Yes | Yes | No |
| Channels — Connect and configure | Yes | No | No |
| Ecommerce — Manage products | Yes | Yes | No |
| Ecommerce — Manage orders | Yes | Yes | No |
| Clinic — Manage appointments | Yes | Yes | No |
| Reports — View all reports | Yes | Yes | No |
| Settings — Organization settings | Yes | No | No |
| Settings — Team members (invite / remove) | Yes | No | No |
| Settings — Billing and subscription | Yes | No | No |
| Settings — Integrations | Yes | No | No |
Role Details
Admin
Admins have complete control over the organization. This role is intended for business owners, managers, or IT administrators who need to configure the platform and oversee all operations.
Key capabilities exclusive to Admins:
- Invite, remove, and change roles of team members
- Connect and configure messaging channels (WhatsApp, Instagram, etc.)
- Manage billing, subscription plans, and payment methods
- Access and configure integrations with third-party services
- Delete contacts, tickets, and other records
- Import and export data
Admin-only actions are irreversible
Some actions available only to Admins — such as deleting contacts, removing team members, or disconnecting channels — cannot be undone. Exercise caution when performing these operations, and ensure you have appropriate backups or exports before making destructive changes.
Member
Members are your core operational team. They have access to all the tools needed for daily customer engagement — messaging, CRM, ticketing, and broadcasts — without the ability to alter organizational settings.
This role is well-suited for:
- Sales representatives managing leads and conversations
- Support staff handling tickets and customer inquiries
- Marketing team members creating and sending broadcasts
Agent
Agents have the most restricted access. They can only see and interact with conversations and contacts that have been explicitly assigned to them. This makes the Agent role ideal for:
- External contractors or part-time staff
- Junior team members who should only handle specific accounts
- Large teams where conversation routing and assignment are managed by Admins or Members
Changing a user's role
Only Admins can change user roles. To update a team member's role, go to Settings > Team Members, find the user, and select a new role from the dropdown. The change takes effect immediately.
Best Practices
- Start with the principle of least privilege. Assign the Agent role by default and elevate to Member or Admin only when broader access is needed.
- Maintain at least two Admins. This ensures continuity if one Admin is unavailable or their account is locked.
- Review roles periodically. As your team grows or changes, audit role assignments in Settings > Team Members to make sure permissions still match responsibilities.
Next Steps
With your team roles configured, you are ready to start connecting channels and engaging with customers. Head over to Channels to link WhatsApp, Instagram, or another messaging platform.