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A user gets exactly one role, and the role carries a set of permissions. There is no per-user override: to give someone a different set, make a role for it.

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The roles that ship

All three are marked System. They exist on every tenant and are the sensible starting point: assign one of them before inventing your own. New Role creates a custom role, and Edit opens any role’s permission set.

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How permissions are grouped

The role editor arranges permissions into seven groups, each with Select all and Deselect all so a whole area can be granted or withheld at once. Two distinctions recur across the groups and are worth noticing, because they are what makes a useful role possible: Viewing is separate from managing. The media library, contacts and conversations each split read access from write access, so someone can be given what they need to look at without the ability to change it. Drafting is separate from publishing. Working on a flow and putting it in front of contacts are different permissions. That separation is the point of the Content group — see Manage flows (legacy) below.

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The five that warrant a pause

The editor marks certain permissions Sensitive — review carefully before assigning and explains each one in place. They are worth repeating, because what they do is not obvious from the name.
Rotate channel webhook hash reissues the webhook URL. Existing webhook configuration becomes invalid until re-configured on the provider side — meaning the assistant stops receiving messages until someone fixes it.Publish flow to live promotes a draft. It takes effect immediately for every incoming session; there is no staging step between the click and the contacts.Manage roles lets its holder create roles and choose their permissions — including a role more powerful than their own. Granting it is granting the ability to grant.View conversations opens full transcripts between contacts and the assistant, including media. Whatever people have said to the bot, the holder can read.Reply in conversations sends messages to a contact from the operator inbox under the assistant’s identity. The contact sees the assistant, not the person typing.
The last two are the ones most often handed out without thinking, because “answer customer questions” sounds routine. It means reading everything anyone ever told the bot, and speaking as the company.

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Manage flows (legacy)

This permission is marked legacy in the interface itself: it covers every flow operation in one switch, from editing a draft to publishing it live.
Use the granular permissions for new roles. Reach for Create / edit flow drafts on its own where someone should build flows without being able to publish them — a separation the legacy permission cannot express.

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Choosing a set

Start from the role closest to the person’s job and remove what they do not need, rather than starting from nothing and adding. The shipped roles encode a working division already:
  • Someone writing conversations needs flow drafts, translations, media, and contacts — not settings, users, or publishing
  • Someone answering customers needs conversations and contacts — not flows
  • Someone reporting needs analytics, and nothing else