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Roles in your Organization & Workspace
Roles in your Organization & Workspace

Define what your support team can do, see and manage.

Mathilde Paraire avatar
Written by Mathilde Paraire
Updated over a week ago

With Clevy, we aimed to make answering employees' requests as easy as possible - as such, we wanted agents to have a very simple interface to do so.

But sometimes, you also need to have more advanced options for security concerns, document management, and such.

That's why we created Roles (Administrator, Manager, or Agent) that you can attribute to your team members. Each role has a different level of governance, and with that comes more - or fewer - options over the interface.

Let's dive in!

Administrators (Organization level)

Administrators are the users who can:

  • set up security protocols across all workspaces (e.g. SSO login)

  • create and delete workspaces

  • manage subscription payment

  • access, create, and delete resources across all workspaces

  • manage the Organization settings

  • respond to requests (inbox) in any workspaces

By default, the administrator is the one who created the account to which others are added.

Managers (Workspace level)

A Manager can do the following, but only in the workspace they were added to:

  • access and manage settings

  • add members to their team

  • set team settings (SLA, availability, agents' view)

  • access, create and delete resources

  • respond to requests (inbox)

Agent (Workspace level)

An Agent can do the following, but only in the workspace they were added to:

  • access, create and delete resources

  • respond to requests (inbox)

To change your team member status between Agent or Manager, simply click on the dropdown Role and select the role you would like to attribute to them. Your changes are automatically saved.

💡 Pro Tips:

In a single organization, Administrators can create more than one Workspace* (*available only in the Enterprise plan). In each workspace, you can have different Managers & Agents.

For instance, for a given company you could have the following setup:

Organization: Clevy

  • Administrator (the CEO)

    • Workspace #1: Customer Success:

      • Manager A (the Head of CS)

      • Manager B (a Senior CSM)

      • Agent A (a CSM)

      • Agent B (another CSM)

    • Workspace #2: HR & Internal Policy

      • Manager C (the Head of HR)

      • Agent C (an HR rep)

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