Team roles and permissions

When you invite people to your workspace, each one gets a role. The role decides what they can see and do, so you can hand a front-desk person the inbox without also handing them your billing and team settings. This guide explains the five roles and who can do what.

The five roles, highest to lowest

• Workspace Owner — the highest authority for this workspace, with full control including billing and workspace deletion. A workspace may have more than one Workspace Owner.
• Admin — a trusted second-in-command. Can manage almost everything: team settings, branding, channels, the marketplace listing, and the referral program. Cannot delete the workspace or take over ownership.
• Manager — runs the day-to-day. Everything an Agent can do, plus assigning cases to teammates, seeing the whole team's performance, and (where enabled) approving replies before they send.
• Agent — front line. Handles conversations: reply, log a customer's response, add internal notes, and close cases. Does not see invoices or administrative workspace settings.
• Viewer — read-only. Can look but not reply or change anything. Useful for an accountant, a partner, or someone in training.

What each role can touch

Capability	Workspace Owner	Admin	Manager	Agent	Viewer
Reply to customers, handle cases	✅	✅	✅	✅	—
Quotes & invoices	✅	✅	—	—	—
Assign or reassign cases	✅	✅	✅	—	—
View workspace-wide performance	✅	✅	✅	—	—
View personal performance	✅	✅	✅	✅	✅
Team settings, branding, channels, referrals	✅	✅	—	—	—
Billing, delete workspace	✅	—	—	—	—

(Agents and Viewers see only their own row on the Performance dashboard, never the whole team's.)

Setting and changing roles

From Settings → Team, a Workspace Owner can invite an Admin, Manager, Agent, or Viewer directly. An Admin can invite a Manager, Agent, or Viewer, but cannot invite or create another Admin or Workspace Owner. Managers supervise operational work but cannot invite people or change another person's authority. Full name, work email, and role are required; job title and international work phone are optional. The recipient confirms their profile details before the role becomes active.

Role controls never allow self-promotion. Workspace Owners can manage any non-owner teammate. Admins can manage only Managers, Agents, and Viewers. Managers, Agents, and Viewers cannot change roles.

An Admin who needs another active Manager, Agent, or Viewer to become an Admin can choose Request Admin access from that teammate's menu. Route the request to a Workspace Owner for the fastest internal decision, or to Yesoma Support when no owner is available. Owner-routed requests appear on each active Workspace Owner's Dashboard and notification bell and are also sent by email and push. Any current Workspace Owner may approve or decline; the first decision closes the request. Support-routed requests can be decided only by a Yesoma Platform Admin. Requests expire after seven days, never change access at submission, and cannot target the requester, an existing Admin, or a Workspace Owner. Workspace Owners retain the ability to assign Admin directly.

Adding a Workspace Owner uses a separate signed process. A current Workspace Owner opens the teammate menu, chooses Request Workspace Owner access, downloads the prefilled Workspace Owner Addition Authorization, signs it, and uploads it with the business reason. The teammate's access remains unchanged while Yesoma Support reviews the request. Only a Yesoma Platform Admin can approve and apply it. Approval adds a co-owner; existing Workspace Owners keep their access. The signed authorization is retained privately in Yesoma's support record. Yesoma also prevents removal or demotion of the final active Workspace Owner.

A note on "Yesoma staff"

You may occasionally hear about Yesoma Staff or Platform Admin. Those are separate, internal access tiers for authorized people who operate Yesoma—not roles in your customer workspace. A Workspace Owner controls one customer workspace; a Platform Admin operates restricted internal tooling. Yesoma staff can open a customer workspace only through the controlled support-access process described in Yesoma Support Access.

See also

• Invite team members
• Assign cases to teammates
• Review replies before they send