Roles and Personas
Who does what on the platform, and which role grants which access.
Access is controlled by roles assigned in Administration → User management. A user can hold several roles at once.
| Role | What it grants |
|---|---|
| Enterprise Admin | Full control of the enterprise: apps, agents, knowledge, integrations, administration, and user management |
| Platform User | View-only access to the Solutions workspace — can see apps, agents, knowledge, and integrations, but cannot create or change them |
| Cc Agent | Human support agent: handles conversations and calls in Control Center |
| Control Center Admin | Manages Control Center operations — agents, teams, and skills |
Using a published app is not a role. Anyone who has the app's channel link — and passes whatever authentication that channel requires — can chat with its agents and open its dashboards, without being assigned a platform role.
How the personas map to the product
Builders (Enterprise Admin) work in Solutions: they create applications, configure agents, upload knowledge, connect integrations, and publish channels. Platform Users work in the same workspace but read-only — they can review everything a builder has set up, while every mutation control (create, edit, toggle, delete, publish) stays hidden.
End users open a published app URL and interact with agents — they never see the builder workspace.
Support agents (Cc Agent) work in Control Center, picking up conversations that need a human — chat or voice.
Administrators (Enterprise Admin / Control Center Admin) invite and manage users, assign roles, and monitor activity in Observability.
Guides in this documentation are organized by these personas — Builder, End User, Operator, and Admin.