Create and manage roles

A role is the bundle of permissions someone carries around Rulebase. The system roles that ship with every organization cover the usual shapes (an administrator who owns everything, an agent who only sees their own work), but real teams have people in between: a validator who reviews manual evaluations without touching member settings, or a knowledge owner who maintains scorecards. Build a custom role for those.

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Before you start

• Roles live on the Roles tab of Settings > People, alongside Members, Invitations, Agents, Teams, and Partners.
• You need the Manage organization members and their roles permission to create, edit, clone, or delete roles. Without it, the management controls are hidden.
• A custom role needs a name and at least one permission. Rulebase blocks the save otherwise.
• For what each permission grants, keep Roles and permissions open in a second tab.

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System roles and custom roles

The Type column tells you which kind of role you have and what you can do to it. System roles are Rulebase’s defaults, shared by every organization and read-only. Open one and the dialog shows System roles cannot be modified with every field greyed out. Custom roles belong to your organization alone. Most custom roles are a system role plus or minus one thing, so cloning Quality Analyst and unchecking a box beats building a permission set from scratch.

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Create a custom role

1. Go to Settings > People > Roles.
2. Click Create role.
3. Enter a Name, like Evaluation validator or Scorecard editor. This is what people pick from when assigning roles later.
4. Add a Description. Optional, but it becomes the Description column and the only hint colleagues get about why the role exists.
5. Under Permissions, check what the role should be able to do.
6. Click Create role.

The role appears immediately with a Custom badge and zero members. It affects access only once you assign it to someone.

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Choose permissions deliberately

The Permissions checklist is grouped by area:

• People: inviting members, managing members and their roles, and managing teams. Grant only to people who should be able to change who has access.
• Evaluations & calibrations: performing evaluations, submitting manual feedback for approval, training the model with feedback, assigning tickets, viewing calibrations, and accessing all conversation risk snapshots. That last one is the only permission separating the Quality Analyst and Compliance Analyst system roles.
• Knowledge & scorecards: maintaining scorecards and knowledge base content.
• Insights: organization-wide reports and analytics, and viewing agents with their performance reports.
• Settings & integrations: organization settings and connections to systems like Zendesk and Intercom.
• Agents: viewing, running, and building AI agents.
• Instruct: reading and using Instruct chat.

Build the role around the narrowest job it has to do. A reviewer who approves submitted evaluations wants Evaluations & calibrations, and probably Insights to see trends. Do not add People; that group lets someone change roles, including their own.

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Assign the role to people

Assignment happens on a different tab, Settings > People > Members. Two ways to apply it:

• One person: click their row to open Edit membership, choose the role from the Role dropdown, and click Save changes.
• A group: select their row checkboxes, click Update role in the floating action bar, then pick the role once and apply it to everyone selected.

New hires can skip this. The invite dialog assigns a role in the invitation. The Members count on the roles table confirms it landed; filtering the Members tab by Role shows exactly who carries a role before you change or delete it.

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Edit, clone, and delete roles

Management happens from the roles table. Clicking a row opens the role for editing; the overflow menu at the end of each row holds Clone and Delete.

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Edit a role

1. Click the role’s row to open Edit role.
2. Change the Name, Description, or any permission checkbox.
3. Click Save changes.

Save changes stays disabled until you change something. Removing a permission takes it from every member at once, so check the Members count first if the role is widely used.

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Clone a role

Open the overflow menu on the role to copy and choose Clone. The Create role dialog opens prefilled with the original’s permissions and a name ending in (Copy). Rename it, adjust the checkboxes, and save; the original is untouched. This is the fastest way to build a variant of a system role, which cannot be edited directly.

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Delete a role

1. Open the overflow menu on a custom role.
2. Click Delete.
3. Read the confirmation, then click Delete.

Deleting cannot be undone, and Rulebase will not stop you deleting a role that still has members. Move those people first: check the Members count and reassign anyone on the Members tab. The Delete option does not appear for system roles.

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Confirm the role does what you intended

Before handing a new role to a group:

• The Type column shows Custom.
• The description reads like something someone else could act on.
• Reopening the role shows exactly the permissions you meant to grant.
• The Members count matches the number you assigned.
• A holder can reach the screens they need. If something is missing, the permission that covers it is named in Roles and permissions.

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Related

• Roles and permissions
• Invite members
• Create and manage teams
• Manage the QA agent roster
• Identity provider role assignment
• Rulebase glossary