Extending roles

CXGear ships three system roles — Admin, Agent, and Supervisor. They are the safe defaults for most teams. You cannot edit or delete them, but you can extend them into custom roles when someone needs “almost Agent, plus one more permission.”

Why extend instead of editing?

System roles are shared across every organization and stay consistent as CXGear adds features. If anyone could change Admin’s permissions, support and security reviews would become guesswork.

Extending creates a new custom role that starts with the same permission set as the system role you chose. You then tick or untick capabilities for your team’s job titles (for example “Ops lead” or “Dialler coach”).

System roles (starting points)

Role	Purpose
Admin	Full access: projects, billing, users, integrations, everything
Agent	Take live voice calls and (when enabled) chat sessions; view projects and light analytics
Supervisor	Everything an Agent can do, plus dialler desk tools, chat supervision, and broader analytics

Screenshot needed

Roles tab showing Admin, Agent, Supervisor with system badges and Extend actions.

Where: Manage users → Roles

Save as: src/assets/screenshots/12-roles-list.png

What you cannot edit

On a system role you cannot:

• Rename it
• Change its permission list in place
• Delete it

If you open a system role, the UI explains that it is read-only and offers Extend as new role instead.

Custom roles can be renamed, permission-edited, and deleted (as long as you are not removing the last way someone can administer the org — always keep at least one Admin).

How to extend a role

You need permission to manage roles (typically an Admin).

1. Open Manage users from the account menu.
2. Open the Roles tab.
3. Click Extend on the system role that is closest to what you need (or View → Extend as new role).
4. Give the custom role a clear name (for example “Outreach editor” or “QA supervisor”).
5. Tick or untick permissions. Start from the copied set; only change what the job requires.
6. Save.

Assign the new role when you invite or edit a user. People can hold more than one role; permissions combine.

Screenshot needed

Extend role drawer with name field and permission checkboxes pre-filled from Agent.

Where: Manage users → Roles → Extend

Save as: src/assets/screenshots/31-extend-role.png

Full Admin access

The Admin system role has full access (every capability). You cannot grant that full-access wildcard through a custom role’s checkbox list. If someone truly needs unrestricted control, assign the Admin system role.

Custom roles are for narrower or slightly wider day-to-day jobs — not for inventing a second super-admin with a different name.

Practical examples

Need	Approach
Agent who can also run spinners	Extend Agent, add spinner run / write permissions
Supervisor without live calls	Extend Supervisor, remove dialler agent if your policy requires it
Billing viewer only	Extend a minimal role or create a custom role with billing read only
Full platform control	Use Admin (do not try to recreate it)

For what each permission key means, see Permissions.

Success looks like

• System roles still show as system and remain unchanged
• Custom roles appear in the invite and edit-user role lists
• Users with the custom role see only the menus and actions you intended
• Attempts to edit a system role are blocked with a clear message

Common problems

Symptom	Likely cause	What to do
No Extend button	Your account lacks roles management	Ask an Admin
“System roles cannot be edited”	Tried to save changes on Admin/Agent/Supervisor	Use Extend as new role
User still cannot open a page	Missing permission on the custom role	Edit the custom role and add the key
User has too much access	Extra role still assigned	Remove unused roles from the user

Next

• Permissions
• Users and seats
• Users & roles