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) invite and manage users, assign roles, configure guardrails, and monitor activity in Observability. Control Center Admins manage Control Center operations separately.
Guides in this documentation are organized by these personas — Builder, End User, Operator, and Admin.