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Roles and Permissions

Rulebase provides several role types to help you control access and permissions across your organization. Each role gives team members the right level of access—from full administrative control to limited read-only visibility.

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Overview

Rulebase uses a role-based access control (RBAC) system where each user is assigned a role, and each role has a specific set of permissions that determine what actions they can perform. Administrative roles can manage organization members and their roles from the Settings page. This allows you to control who has access to which features and data within your organization.

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How it works

1. Roles define a user’s position or function within the organization (e.g., Administrator, Quality Analyst, Manager)
2. Permissions are granular actions that can be performed (e.g., Create evaluations, View reports)
3. Each role is linked to a specific combination of platform permissions
4. Each user is assigned one or more roles, which grants them the permissions linked to their assigned roles

Permissions give you flexibility to define exactly which specific functions, features, and data each user can access.

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Role types

Rulebase provides system roles that are pre-defined and available in all organizations. These roles are designed to cover common use cases and can be assigned to users based on their responsibilities.

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Administrator

Administrators have full access to all features and settings in Rulebase. This role is typically assigned to organization owners and administrators who need complete control over the platform. Administrators can:

• Access all evaluations
• Manage all knowledge base content
• Manage evaluation scorecards
• Configure organization settings
• View all organization-wide reports and analytics
• Manage teams and their members
• Configure and manage external system integrations (Zendesk, Intercom, etc.)
• Invite new members to the organization
• Perform QA evaluations on tickets and agents
• Assign tickets for evaluations
• Manage evaluation workloads

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Quality Analyst (QA)

Quality Analysts are responsible for evaluating conversations and ensuring quality standards are met. They have access to evaluation tools and can view evaluations to assess conversation quality. Quality Analysts can:

• Access all evaluations
• Manage knowledge base content
• View organization-wide reports and analytics
• View agents and performance reports
• Perform new QA evaluations on tickets and agents
• Assign tickets for evaluations

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Compliance Analyst

Compliance Analysts focus on ensuring regulatory compliance and reviewing evaluations. They have limited access focused on viewing reports and creating evaluations to support compliance efforts. Compliance Analysts can:

• View organization-wide reports and analytics
• View agents and performance reports
• Perform new QA evaluations on tickets and agents
• Assign tickets for evaluations

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Manager

Managers oversee teams and have access to management features including scorecard management, team management, and evaluation workload management. This role is well-suited for managers, team leads, and operations-focused members. Managers can:

• Manage evaluation scorecards
• Perform new QA evaluations on tickets and agents
• Assign tickets for evaluations
• Manage evaluation workloads
• View organization-wide reports and analytics
• Manage teams and their members
• Manage knowledge base content
• View agents and performance reports

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Team Leader

Team Leaders manage their teams and have access to team management features, reports, and evaluation capabilities. This role provides team-level management without full administrative access. Team Leaders can:

• View organization-wide reports and analytics
• Manage teams and their members
• Manage knowledge base content
• View agents and performance reports
• Perform new QA evaluations on tickets and agents
• Assign tickets for evaluations

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Agent

Agents are the front-line staff who interact with customers. They have the most limited access, primarily focused on viewing scorecards to understand quality standards and expectations. Agents can:

• View their own evaluations and performance reports

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Member

Members have basic read-only access to view reports and agent information. This role is ideal for stakeholders who need visibility into performance but don’t need to perform evaluations or manage content. Members can:

• View organization-wide reports and analytics
• View agents and performance reports

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Permission types

Permissions in Rulebase follow a consistent naming pattern that makes it easy to understand what each permission allows:

• View permissions provide read-only access to view content
• Manage permissions provide full create, read, update, and delete access
• Create permissions allow creating new records or performing actions
• Update permissions allow modifying existing records

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Managing user roles

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Changing a member’s role

To update a user’s role:

1. Go to Settings > Administration > Members
2. Find the member you want to update
3. Click on their role or use the overflow menu (⋯)
4. Select the new role from the available options
5. The change takes effect immediately

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Viewing role assignments

You can view all members and their role assignments from Settings > Administration > Members. This page lists all active members and allows you to see which role each member has been assigned.

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Best practices

1. Principle of least privilege: Assign users the minimum permissions necessary for their role. Start with limited access and expand as needed.
2. Regular audits: Periodically review role assignments to ensure they align with current responsibilities. Remove access when roles change.
3. Role clarity: Ensure team members understand what their role allows them to do. Clear role definitions help prevent confusion and support requests.
4. Documentation: Document any organization-specific role usage patterns or custom workflows that depend on specific permissions.

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Custom roles

Custom roles are coming soon.