[youtube](https://www.youtube.com/watch?v=YT3RbNycwkE)

Custom roles are essential tools for account administrators who want to create specific access levels for their agents, making sure each agent can only access the modules and conversations relevant to their responsibilities.

## Step by Step to Create a Custom Role

### 1. Open Settings
In the left sidebar, go to the "Settings" section.

### 2. Select Custom Roles
Inside the settings, scroll down and click "Custom Roles".

### 3. Add a New Custom Role
Click the "Add custom role" button to start creating a new role.

### 4. Set the Name and Description
- **Name:** Enter a name for the role, for example, "Sales access only".
- **Description:** Add a short description to give the role some context.

### 5. Configure Conversation Permissions
In this section, you define the permissions related to conversations. For example, you can allow the agent to:
- Manage conversations assigned to them.
- Manage contacts.
- Manage reports.

### 6. Select Access Modules
Choose which modules the agent can access. Examples of modules you can select:
- Kanban
- Email Marketing
- Flows / Chatbot
- Projects
- Internal Chat

### 7. Configure Call Permissions (Optional)
Decide whether the agent can receive calls (for example, via WappUp or PapCall) or WhatsApp calls. If you don't want the agent to receive calls, leave these options unchecked.

### 8. Save the Custom Role
After configuring all permissions and modules, click the save button. The custom role will be added to the list.

### 9. Assign the Role to Agents
Once the custom role is created and saved, you can assign it to the agents you want, making sure they have the access levels you defined. To do this, go to the "Agents" section in the sidebar and make the assignment.

## Key takeaways
- Custom roles let you create specific access levels for different types of agents.
- You can control access to conversations (assigned, contacts, reports) and to modules (Kanban, Email Marketing, Flows, Projects, Internal Chat, etc.).
- You can decide whether agents can receive calls or not.
- After creating them, roles must be assigned to agents in the "Agents" section.

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