In Papo Global (papo.global), custom roles define exactly what an agent can see and do: which conversations they access, whether they manage contacts and reports, whether they can delete sent messages and which modules (Kanban, Broadcast, Flows, Radar and others) appear in their sidebar. An administrator creates the role under Settings → Custom Roles and assigns it to the agent.
Where it is and what's in the form
| Item | Detail |
|---|---|
| Path | Settings → Custom Roles |
| Who can access | Only users with the Administrator role |
| Button to create | Add custom role |
| Required fields | Name (at least 2 characters), Description and at least one permission |
| Permission groups | Permissions, Extra Modules and Calls (the last one only appears if a calls module is turned on for the account) |
| Actions in the list | Edit and Delete |
The permissions, one by one
Permissions (conversations and data):
| Permission | What it grants |
|---|---|
| Manage all conversations | All conversations in the inboxes the agent has access to. Checking it also checks the next two options. |
| Manage unassigned conversations and those assigned to them | Conversations with no owner and those assigned to the agent |
| Manage participating conversations and those assigned to them | Conversations the agent participates in and those assigned to them |
| Manage contacts | The contacts screen |
| Manage reports | Reports |
| Manage knowledge base | Help Center (articles) |
| See only my conversations (hide All and Unassigned tabs) | Leaves only the Mine tab in the conversation list |
| Delete a sent message | Shows the delete option for sent messages to people with this role |
Extra Modules (what appears in the sidebar): Kanban, Projects, Appointments, Broadcast, Email Marketing, Internal Chat, Flows / Chatbot, Sequences, Connections, CRM Reports, Calls Report, Synapse, Lead Extractor, Prompt & AI, Google Calendar, Super Chat and Radar.
Calls: Receive Wavoip calls, Receive PapoCall calls and Receive WhatsApp calls (360Dialog). Each one only appears if the matching module is enabled for your company.
Step by step: create and assign a role
- Click Settings, then Custom Roles.
- Click Add custom role.
- Fill in Name (e.g. "Field sales") and Description (e.g. "Sees only their own conversations and Kanban").
- Tick the conversation Permissions and, under Extra Modules, the modules this person should see.
- Click Submit. The role appears in the list with its permissions.
- Go to Settings → Agents, click Edit on the agent and, in the Role field, choose the new role. Save with Edit Agent. When adding a new agent, the role also shows up in the Role list.
How the role changes what the agent sees
- Regular agent (role Agent, no custom role): sees every module turned on for the company and keeps the option to delete sent messages.
- Agent with a custom role: sees only the modules ticked under Extra Modules and can delete a sent message only if Delete a sent message is ticked. Unticked modules disappear from their sidebar.
- A module turned off for the company is hidden from everyone, even if it's ticked in the role.
Edit and delete
Edit opens the same form; save with Update. Delete asks for confirmation. Before deleting, change the role of the agents who use it.
Tips
- Start small: tick only what the person needs and add more later.
- For sales reps who shouldn't see the general queue, combine Manage participating conversations and those assigned to them with See only my conversations.
- Use the Description to say who the role is for; it helps once you have several.
- If the screen shows an upgrade notice instead of the list, the feature isn't enabled for your account; contact Papo Global support.
Frequently asked questions
An agent with a custom role can't see Kanban. Why?
Kanban isn't ticked under Extra Modules, or the module is turned off for the company.
What's the difference between "Manage all conversations" and "See only my conversations"?
The first grants all conversations in the agent's inboxes. The second hides the All and Unassigned tabs, leaving only Mine.
Can a custom role give access to Settings?
There's no such permission in the list. Anyone who needs Settings must have the Administrator role.
Where can I see an agent's permissions?
Under Settings → Agents, hover over the role name in the agent's row.
Read also: How to add agents to your account · How to create teams and distribute conversations
First user $0, no credit card. Learn more at papo.global.