The built-in roles and what they can do.
Understand Zurvo's four built-in roles — Owner, Admin, Agent, and Viewer — and the owner-only actions that can never be delegated to anyone else.
Zurvo has four built-in roles. You assign a role to each person per organization when you invite them or from Manage access on the Team page. Built-in roles are fixed — you can’t edit what they grant — but you can create custom roles when you need something in between.
Owner
The account owner has full access to everything: every conversation, lead, knowledge document, setting, plus billing, the team, and roles. There is one owner per account — the person who created it. Some capabilities belong to the owner alone and can’t be handed to anyone else (see below).
Admin
An Admin can do everything except the three owner-only actions. That means they can work conversations, manage leads, edit the knowledge base and business profile, configure the chatbot and widget, manage handoff settings and saved replies, and view analytics. What they can’t do: manage billing, delete the organization, or manage the team and roles.
Agent
An Agent is built for day-to-day customer work. They can view and reply to conversations, assign conversations to teammates, view and manage leads, view the knowledge base, use and manage saved replies, and view analytics. Agents don’t edit chatbot or widget settings, the knowledge base, or the business profile.
Viewer
A Viewer is read-only: they can view conversations, browse the knowledge base, view analytics, and see saved replies. Viewers deliberately cannot see lead contact details, because those are personal information. If you need someone who can view leads but not much else, create a custom role.
The three owner-only actions
Three capabilities are non-delegable — they stay with the account owner forever and can never be added to an Admin or a custom role:
- Manage billing — changing the plan and payment method.
- Delete the organization — permanently removing it.
- Manage the team — inviting, removing, and re-granting teammates, and editing roles.
In the roles matrix, these rows show a lock for every column except Owner, so it’s clear at a glance that only the owner holds them.
Ready to build a role that fits your team exactly? See Create custom roles with the permission matrix, or look up any single capability in the permissions reference.