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. It's possible to control which conversations they access, whether they can manage contacts and reports, if they have permission to delete sent messages, and which modules (such as Kanban, Sender, Flows, and Radar) appear in their menu. An administrator creates the role in Settings → Custom Roles and then assigns it to the desired agent.
Custom roles are essential for organizing teams with different responsibilities. For example, a salesperson might only need access to their own conversations and the CRM Kanban, while a support analyst might require access to all unassigned conversations and service reports. This granularity ensures that each team member has the right tools for their job, without accessing sensitive information or irrelevant functionalities.
Role Tool Overview
To start creating access profiles, it's important to know where to find the tool and what to expect from the creation form. Only users with the Administrator role can create and manage roles.
| Item | Detail |
|---|---|
| Location in Menu | 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 permission checked |
| Permission Groups | Permissions, Extra Modules, and Calls |
| Available Actions | Edit and Delete an existing role |
Detailing Available Permissions
When creating or editing a role, you will find three main permission sections.
Service and Data Permissions
This group controls access to conversations and customer data.
| Permission | What it grants 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 themselves. |
| Manage conversations they participate in and those assigned to them | Access only to conversations in which 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 "My" tab. |
| Delete already sent message | Displays 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 left sidebar menu for the agent. If a module is not checked, it simply won't be visible. Available modules include: Kanban, Projects, Services, Sender, 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 any voice call 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
- In the sidebar menu, click Settings and then Custom Roles.
- Click the Add custom role button.
- Fill in the role's Name (e.g., "Junior Salesperson") and a Description that helps identify its purpose (e.g., "Accesses only their own conversations and the Sales Kanban").
- In the Permissions section, check the conversation and data access options that the profile should have.
- Scroll down to Extra Modules and select all modules that should be visible for this profile.
- If applicable, configure Calls permissions.
- Click Submit to save the new role. It will appear in the list.
- To apply the role, go to Settings → Agents. Find the desired agent, click Edit, select the new role in the Role field, and save by clicking Edit agent.
Tips for Creating Effective Roles
- Start with the minimum: It's 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 for.
- Create roles by team: For sales teams that shouldn't see the general support queue, combine the permission Manage conversations they participate in and those assigned to them with the View only my conversations option.
- Edit when necessary: If a process changes, you can click Edit in the role list to adjust permissions. Before deleting a role, make sure to assign a new role to all agents who were using it.
Frequently Asked Questions
An agent with a custom role cannot see the Kanban. Why?
Most likely, the Kanban module was not checked in the Extra Modules section when creating or editing the custom role. Check the role settings. Another possibility is that the Kanban module is not enabled for your Papo account.
What is the difference between "Manage all conversations" and "View only my conversations"?
"Manage all conversations" is an access permission that grants viewing of all conversations in the agent's inboxes. "View only my conversations" is an interface restriction that hides the "All" and "Unassigned" tabs from the inbox, forcing the agent to focus only on the services under their responsibility.
Can I grant access to the Settings area via a custom role?
No. Access to the Settings area is restricted to users with the default Administrator role. Custom roles do not include permissions to manage account settings, inboxes, or other agents.
How can I quickly see an agent's permissions?
Go to Settings → Agents. In the list of agents, locate the "Role" column. When you hover over the name of the role assigned to an agent, an information box will appear, listing all the permissions and modules that profile has.
Read also
- How to create and customize your sales pipeline in CRM Kanban
- How to associate inboxes with specific teams?
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