Roles & Permissions

SynapsAI uses role-based access control to manage what each team member can see and do. Every person on your account is assigned one of three roles: Admin, Supervisor (coming soon), or Operator.

Role comparison

Permission	Admin	Supervisor (future)	Operator
View conversations	Yes	Yes	Yes
Respond in live chat	Yes	Yes	Yes
Take over from AI	Yes	Yes	Yes
Add internal notes	Yes	Yes	Yes
View dashboard analytics	Yes	Yes	No
Manage knowledge base	Yes	Yes	No
Manage FAQ	Yes	Yes	No
Configure agent behavior	Yes	No	No
Manage extensions	Yes	No	No
Manage triggers	Yes	No	No
Manage catalog	Yes	Yes	No
Invite and manage operators	Yes	No	No
Create and delete agents	Yes	No	No
Access account settings	Yes	No	No
Manage plans and billing	Yes	No	No

Admin role

Admins have full access to every section of the SynapsAI console. This role is intended for:

• Account owners who set up and configure agents.
• Team leads who manage operators, knowledge bases, and integrations.
• Technical staff who configure behavior, triggers, and extensions.

Every account has at least one Admin — the person who created the account. You can have multiple Admins.

What Admins can do

• Create, configure, and delete agents.
• Upload documents and manage the knowledge base.
• Configure the system prompt, model, and agent settings.
• Set up extensions (WhatsApp, Stripe, Cal.com, Live Chat).
• Create and manage triggers and automation rules.
• Invite, enable, disable, and remove operators.
• View billing, upgrade plans, and manage payment methods.
• Everything an Operator can do (conversations, live chat).

Supervisor role (coming soon)

Note

The Supervisor role is planned for a future release. It will provide a middle ground between Admin and Operator.

Supervisors will have content management access without full administrative privileges. This role is intended for:

• Team leads who need to update the knowledge base and FAQ but shouldn’t manage billing or agent configuration.
• Content managers who maintain catalog items and review analytics.
• Senior support agents who need visibility into dashboards and content without full admin control.

What Supervisors will be able to do

• Everything an Operator can do (conversations, live chat, internal notes).
• View dashboard analytics and performance metrics.
• Manage the knowledge base — add, edit, and remove documents.
• Manage FAQ pairs.
• Manage catalog items.

What Supervisors will not be able to do

• Configure agent behavior, system prompt, or model settings.
• Manage extensions or triggers.
• Invite or manage other operators.
• Create or delete agents.
• Access account settings or billing.

Operator role

Operators have limited access focused on conversations and live support. This role is intended for:

• Customer support agents who handle live chats.
• Sales representatives who engage with leads.
• External contractors who need conversation access without administrative privileges.

What Operators can do

• View the conversation list (active and historical).
• Read full conversation transcripts.
• Take over conversations from the AI agent.
• Respond to users in real time via live chat.
• Hand conversations back to the AI.
• Add internal notes visible only to other operators.

What Operators cannot do

• Access or modify the knowledge base, FAQ, or file inventory.
• Change agent settings, system prompt, or model configuration.
• Manage extensions, triggers, or the catalog.
• Invite or manage other operators.
• View dashboard analytics or billing information.

Changing a role

Only Admins can change roles:

1. Go to Operators in the agent sidebar.
2. Find the team member in the list.
3. Click their current role and select the new one.
4. Click Save.

The change takes effect immediately — the operator will see their updated permissions on their next page load.

Best practices

• Limit Admin access — only give Admin to people who genuinely need to configure agents and manage billing. Most support staff only need the Operator role.
• Use Operator for external contractors — if you work with freelancers or outsourced support, the Operator role ensures they can handle conversations without accessing sensitive settings.
• Audit regularly — review the operators list periodically. Remove people who no longer need access and disable inactive accounts.

Next steps

• Operators overview — learn how to invite and manage team members.
• Operator Handoff — configure when conversations transfer to a human.