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Users and Permissions

Users and Permissions help admins control who can read, reply, configure, and manage the workspace.

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Users

The Users page shows:
  • Member identity.
  • Role.
  • Whether access is inherited from the role or customized for that user.
  • Status.
  • Current viewing target where available.
  • Links to jump to the item a user is viewing.

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Permissions

Woes uses section-specific permissions. This keeps broad settings access from becoming a single all-or-nothing control.

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Roles And Per-User Access

Most users should inherit permissions from a role. Roles are easier to audit and make access predictable across the workspace. Admins can also customize access for a specific user when one person needs a temporary or exceptional permission set. Per-user access overrides the selected role’s permissions for that member until the override is removed. Use per-user access for cases like:
  • Temporarily giving an operator billing or keys access.
  • Letting a support lead configure surveys without changing every Admin.
  • Removing a sensitive write permission from one user while keeping their role.
  • Testing a new permission profile before creating a new role.
Per-user access is powerful. Prefer role defaults for normal team structure and reserve direct overrides for exceptions that are reviewed regularly.

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Customize A User

1

Open Users

Go to Settings → Users.
2

Open the user menu

Choose Customize user access or Edit user access from the row menu.
3

Copy role access

If the user inherits role permissions, copy the role access first to start from the current role defaults.
4

Adjust permissions

Expand permission categories, toggle read/write/execute/delete permissions, or bulk enable and disable a category.
5

Return to role defaults

Use Use role defaults when the user should inherit the role again.
Changing per-user access requires permission to manage both users and roles. The workspace owner profile cannot be stripped through per-user overrides.

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Current Viewing State

Woes can show what a user is currently viewing across conversations, issues, and supported platform areas. This helps admins coordinate live work and jump directly to the relevant item. Viewing state updates in real time and naturally expires when a tab stops heartbeat updates. The visible state can include:
  • Conversation pages.
  • Issue detail views.
  • Supported workspace pages.
When a user is viewing a conversation or issue, admins can click the target from the Users table to open the same item.
  • Give Owners full setup and permission access.
  • Give Admins channel, agent, billing, automation, and workspace configuration access.
  • Give Members inbox and issue workflow access.
  • Give Viewers read-mostly access for audits or leadership visibility. The default Viewer role can still send Team Chat messages.
  • Review direct user overrides during security and billing reviews.

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Runtime Gating

The access matrix controls actual product behavior, not just navigation. For example, Inbox read access lets a user inspect conversations, while inbox.reply, inbox.archive, inbox.delete, and customers.write control the composer, takeover, archive/delete actions, tags, notes, and customer-field edits. Users without a required action permission see a read-only or disabled state instead of a working control. Team Chat uses chat.read to open internal conversations, chat.send to send messages, reactions, attachments, and read receipts, and chat.channels.manage to create or administer channels where membership rules allow it. Security uses security.read for Settings → Security and Logs and history. security.write protects security and redaction configuration changes.
Last modified on July 3, 2026