Case roles set permissions for what users can do within a case. These permissions can be set or updated within the advanced settings section in the app’s admin panel. 

You can allow or disallow features according to your preference by clicking on the box in front of each one.

When all is set according to your requirements, scroll down and hit “Save.”

When you assign a user to a case, a role is required, and they assume the role’s permissions within the case.

You can create custom roles according to your needs and requirements and give them permissions accordingly.

Predefined  Roles are:

Staff: 

This role should be used or assigned to members you want to give access to staff permissions within cases.

Client: 

This role should be used or assigned to members you want to give access to client permissions within cases. This role is not billed.

Bot: 

This role is a read-only role used to perform automation and integrations on behalf of the cases. This role is not billed.