**In Papo (https://papo.global/), custom roles allow administrators to create detailed access profiles, defining exactly what an agent can see and do on the platform.** With them, you control which conversations each user can access, whether they can manage contacts and reports, whether they have permission to delete sent messages, and which modules appear in their menu. This granularity is essential for organizing teams with different responsibilities, ensuring each member has the right tools for the job without accessing sensitive information or irrelevant features.

## Overview of Custom Roles

Custom roles are the foundation for secure and organized team management in Papo. Only users with the **Administrator** role can create, edit, and assign roles.

| Item | Detail |
| :--- | :--- |
| **Menu Location** | **Settings → Custom Roles** |
| **Who Can Access** | Only users with the **Administrator** role |
| **Creation Button** | **Add custom role** |
| **Required Fields** | **Name** (minimum 2 characters), **Description**, and at least one checked permission |
| **Permission Groups** | **Permissions**, **Extra Modules**, and **Calls** |
| **Available Actions** | **Edit** and **Delete** an existing role |

## Detailing the Available Permissions

When creating or editing a role, you find three main permission sections.

### Service and Data Permissions

This group controls access to conversations and customer data in the CRM.

| Permission | What it unlocks for the agent |
| :--- | :--- |
| **Manage all conversations** | Access to all conversations in the inboxes the agent belongs to. |
| **Manage unassigned conversations and those assigned to them** | Access to conversations without a defined owner and those already assigned to the agent. |
| **Manage conversations they participate in and those assigned to them** | Access only to conversations where the agent is a participant or owner. |
| **Manage contacts** | Access to the CRM contact management screen. |
| **Manage reports** | Access to the platform's reports section. |
| **Manage knowledge base** | Permission to create and edit articles in the Help Center. |
| **View only my conversations** | Hides the "All" and "Unassigned" tabs in the inbox, showing only the "Mine" tab. |
| **Delete an already sent message** | Shows the option for the agent to delete a message that has already been sent to the contact. |

### Extra Modules

This section defines which Papo modules will appear in the agent's left sidebar menu. If a module is not checked, it simply will not be visible. Available modules include: **Kanban**, **Projects**, **Tickets**, **Broadcaster**, **Email Marketing**, **Internal Chat**, **Flows / Chatbot**, **Sequences**, **Connections**, **CRM Reports**, **Call Report**, **Synapse**, **Lead Extractor**, **Prompt and AI**, **Google Calendar**, **Super Chat**, and **Radar**.

### Calls

This permission group only appears if your account has a voice calling module enabled. You can define whether the agent with this role can receive calls via **Wavoip**, **PapoCall**, or **WhatsApp** calls (via 360Dialog).

## Step by Step to Create and Assign a Role

1.  In the sidebar, click **Settings**, then **Custom Roles**.
2.  Click the **Add custom role** button.
3.  Fill in the role **Name** (e.g., "Junior Salesperson") and a **Description** that helps identify its purpose (e.g., "Accesses only their own conversations and the sales Kanban").
4.  In the **Permissions** section, check the conversation and data access options the profile should have.
5.  Scroll down to **Extra Modules** and select all modules that should be visible for this profile.
6.  If applicable, configure the **Calls** permissions.
7.  Click **Submit** to save the new role. It will appear in the list.
8.  To apply the role, go to **Settings → Agents**. Find the desired agent, click **Edit**, select the new role in the **Role** field, and save.

## Tips for Creating Effective Roles

- **Start with the minimum:** It is safer to create a role with the minimum necessary permissions and add more later if needed.
- **Use clear descriptions:** When creating multiple roles, a good description helps other administrators understand who each profile is intended for.
- **Create roles by team or position:** Instead of generic roles, think of roles for "Salesperson", "Support Analyst", "Supervisor", etc., each with the specific permissions for that activity.

## Custom Roles and White Label Reseller

In Papo's white label reseller, custom roles become even more important. You can create an isolated environment for each client, preventing one company's data from mixing with another's. The combination of teams, inboxes, and custom permissions turns your reseller into a professional hub.

| Resource | How to use it in the reseller | Result |
| :--- | :--- | :--- |
| **Teams** | Create a team for each client and add the users who will manage it | Each client has their own group of administrators and agents |
| **Inboxes** | Configure exclusive channels for each client (WhatsApp, email, etc.) | Each company's conversations remain separate, with no crossover |
| **Custom permissions** | Define what each user can see and do, limiting access to specific teams and inboxes | One client never accesses another's data, and each agent sees only what is relevant |

### How to structure users and permissions for your white label clients

1.  **Create a team for each client:** In the Papo panel, create a team for each company you serve. For example: "Clínica Vida", "Loja Bella", "Consultoria Norte".
2.  **Add the client as team administrator:** Invite the client's responsible person and associate them with the created team, setting them as an administrator. This gives the client autonomy to manage their own agents.
3.  **Configure exclusive inboxes:** Create separate inboxes for each client (one for WhatsApp, another for email, etc.) and associate them with the client's team. This way, all conversations that come through these channels are restricted to that team.
4.  **Apply custom permissions to isolate data:** Use permissions to control access. An agent on the "Clínica Vida" team only sees that team's inboxes. The client administrator sees all agents and conversations in their company, but does not have access to any data from other clients in your reseller.
5.  **Allow the client to add their own agents:** With the administrator account configured, the client can invite new agents to their team, limiting access only to the inboxes you defined.

## Frequently asked questions

### Can I create an administrator account for each client in the white label reseller?
Yes. By creating a team and adding the client's responsible person as an administrator, you give them their own environment to manage agents, channels, and conversations for their company.

### How can I ensure one client does not see another's data?
Custom permissions restrict each user's access to authorized teams and inboxes. A client only sees what is linked to their team — other clients' data is completely invisible to them.

### Can the client add their own agents without my intervention?
Yes. With the appropriate permission, the client administrator can invite new agents to their team, limiting access only to that company's inboxes.

### Who can create custom roles in Papo?
Only users with the **Administrator** role can create, edit, and delete custom roles. Regular agents do not have access to this settings area.

### Can an agent have access to only part of the reports?
Yes. The **Manage reports** permission is a general access control. You can create a role for salespeople that does not include this permission, for example, while a role for supervisors includes it.

### What happens if a module is not checked in Extra Modules?
The module simply does not appear in the agent's left sidebar menu. This helps keep the interface clean and focused on the activities that user actually performs.

## See also

- [How to manage your white label clients' access to the settings panel](/hc/papo/articles/manage-white-label-client-access-settings-panel)
- [How to use Internal Chat to create private channels per team](/hc/papo/articles/how-to-use-internal-chat-to-create-private-channels-per-team)

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