The difference between an administrator and an agent

Last updated: 27 September 2026 · 5 min read

Steps

1. 1

   Administrator

   Sees and changes everything: conversations in all channels, channel settings, agents and teams, automation, campaigns, Clomni AI, reports, contact export, subscription and invoices.

2. 2

   Agent

   Sees and replies only to conversations in the channels they are a member of. Views contacts, uses canned responses and macros, and changes their own profile. Does not see channel settings, agents, reports, campaigns, the Clomni AI section or billing.

3. 3

   Custom role

   Created in Settings › Organization settings › Custom Roles. The permissions you can choose: 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.

   
4. 4

   Which role to choose

   Give the Agent role to people who reply to conversations. Give a manager who needs to see reports a custom role with the “Manage reports” permission. Give the Administrator role only to people who manage channels, the team and billing.

5. 5

   Change a role

   In Settings › Organization settings › Agents, click the agent's edit button and change the role.