This page outlines how roles and permissions are created and managed within the EdgeTier platform.

EdgeTier allows you to create completely customisable roles within our permissions page. This is ideal for bespoke roles in your organisation, but the granularity of these permissions can sometimes cause confusion.

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There are 2 main steps to take to get your permissions right:

1. Defining the roles you need, and
2. Assigning the right users to each role. </aside>

Setting up roles and permissions

Your roles and permissions are managed in settings. Permissions fall under two key types: VIEW and MANAGE.

• VIEW allows a user to see that page, but make no specific edits. It’s most important to note these permissions could allow the user to see certain interaction or agent data.
• MANAGE allows a user to make changes on that page. These should only be assigned to users with caution, as certain changes such as applying tags can be difficult to undo.

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Permissions can be interconnected, so having one permission enabled can allow the user to view information on a different page.

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Our Integrations team will work with you to set up some common use case roles when you first integrate with EdgeTier. These will be generic, but you can edit these any time you wish.

New EdgeTier workspaces now come with five default roles already in place — Admin, Manager, Team Lead, Analyst, and Agent Access — so you can start assigning users right away without needing to build a role structure from scratch. These defaults are a starting point: you can rename them, adjust their permissions, or create additional roles at any time.

To create and edit roles, navigate to Settings → Roles & Permissions