Clomni

Create a custom role

Last updated: 26 September 2026 · 3 min read

A custom role gives an agent more permissions than a regular agent and fewer than an administrator. For example, a manager can see reports but can't change channel settings. This feature is only in the largest plan.

Steps

  1. 1

    Open Custom Roles

    In the sidebar, open Settings › Organization settings › Custom Roles and click “Add custom role”.

  2. 2

    Choose the permissions

    Enter the “Name” and “Description”. Choose what you need from the “Permissions” list:

    • “Manage all conversations”
    • “Manage unassigned conversations and those assigned to them”
    • “Manage participating conversations and those assigned to them”
    • “Manage contacts”
    • “Manage reports”
    • “Manage knowledge base”

    Then click “Submit”.

  3. 3

    Give the role to an agent

    In the list in Settings › Organization settings › Agents, click the agent's “Edit” button, choose the role you created in the “Role” field and click “Edit Agent”.