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Every member holds exactly one role, a bundle of permissions. This is the reference for the roles Rulebase ships with and what each can do. To build or change a role, see Create and manage roles.

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How roles work

  • One role per member. Roles don’t stack. To widen someone’s access, switch their role or edit the role. Editing a role changes it for everyone who holds it.
  • Roles set what someone can do. What they see is a separate setting, the membership’s Scope. Scope defaults to the whole organization and can be narrowed to groups, teams, or partners; the picker appears once partners are configured. See Invite members.
  • Seven system roles ship with every organization, identical everywhere and not editable. Anything else is a custom role you build.

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System roles

Quality Analyst and Compliance Analyst differ by one permission (Quality Analysts can open conversation risk snapshots). Manager and Team Leader differ by one too (only Manager manages scorecards).

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Permissions by role

This mirrors the Permissions checklist in the role dialog: same groups, order, and wording. Administrator holds everything (no column); Agent holds nothing. A dashed row is Administrator-only. The table does not show:
  • Anyone with Perform new evaluations on tickets and agents can submit a manual evaluation. Without Can provide evaluation feedback and train the model, that evaluation counts immediately and also enters validation. Granting the feedback permission lets the member publish directly and makes their feedback eligible for model training.
  • Settings & integrations and Agents are Administrator-only in every system role. To let someone else configure integrations or build AI agents, use a custom role.
  • The Agents permission group is the AI agents you build under Home > Agents. It has nothing to do with the Agent role or the reps on your QA roster.

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The Agent role

Agent has no permissions by design. Agents don’t use the main workspace. Signing in lands them on their own performance portal, where they can:
  • read their own performance overview and weekly reports
  • open evaluations of their own tickets
  • contest an evaluation within your organization’s dispute window
  • complete coaching simulations assigned to them
The portal is scoped to their own records in code, so no permission checkbox widens it. For a hard data boundary, such as an outsourced reviewer who must never load another partner’s conversations, use a scoped membership. Scope is enforced on every conversation query. See Set up partners. A few Agent-specific quirks: the Scope picker is disabled for Agent (and for Administrator); neither can be cloned as the basis for a custom role; and a new member given the Agent role is added to the QA roster as evaluable. Their tickets start flowing into QA automatically.

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Custom roles

When none of the seven fits, build a custom role from the same permissions. Common cases are a validator who reviews evaluations but can’t touch member settings, or a knowledge owner who maintains scorecards and nothing else. Most custom roles are a system role plus or minus one permission, so cloning Quality Analyst or Manager and toggling a checkbox is usually faster than building from scratch. Viewing roles needs no special access; creating, editing, cloning, or deleting one needs Manage organization members and their roles.