Understanding Roles: Owners vs Agents

Roles in Helpium

Every team member in a Helpium workspace has one of two roles: Owner or Agent. Understanding the difference helps you set up your team correctly.

Owner Role

Owners have full access to everything in the workspace:

• Conversations: View and respond to all conversations
• Customers: Browse and manage customer profiles
• Knowledge Base: Create, edit, and delete articles and categories
• Analytics: View all performance metrics and agent reports
• Settings: Access all settings including billing, team management, channels, widget, and help center customization
• Integrations: Connect GitHub, email, WhatsApp, Instagram, and Messenger
• Billing: Manage subscription plans, view invoices, and update payment methods

Agent Role

Agents can manage day-to-day support without access to sensitive settings:

• Conversations: View and respond to all conversations
• Customers: Browse and manage customer profiles
• Knowledge Base: Create, edit, and delete articles and categories
• Analytics: View performance metrics
• Leaderboard: View agent performance rankings
• Profile Settings: Update their own name, email, password, and avatar
• Notification Preferences: Configure personal notification settings

Changing a Team Member's Role

Only owners can change roles. Go to Settings → Team, find the member, and select the new role from the dropdown.