Roles and Permissions

Timely.ai’s access control is based on Roles assigned per Workspace. Each member receives a single Role that determines what they can view and perform in the Inbox and other areas of the platform.

Available Roles

Role	Access level	Description
`owner`	Unrestricted	Full Workspace access, including billing, data deletion, and ownership transfer
`manager`	High	Visibility of all Conversations, Team creation, SLA reports, and member invitations
`trainer`	Intermediate	`attendant` support capabilities plus Agent editing and review of all Conversations for audit purposes
`attendant`	Operational	Front-line support on Conversations assigned to their Team; no access to settings or reports
`member`	Minimal	View explicitly assigned Conversations; no action capability

Role behavior in the Inbox

Action	owner / manager	trainer	attendant	member
View all Workspace Conversations	Yes	Yes	—	—
View unassigned Team Conversations	Yes	Yes	Yes	—
Claim Conversation (self-assign)	Yes	Yes	Yes	—
Activate Takeover (pause AI)	Yes	Yes	Yes	—
Transfer Conversation	Yes	Yes	Yes	—
Assign Conversation to another member	Yes	—	—	—
Create and edit Teams	Yes	—	—	—
View SLA reports	Yes	—	—	—

Operational Role: attendant

The attendant has scope restricted to their Team and assigned Conversations:

Views Conversations assigned to them and unassigned Conversations from the Team(s) they belong to.
Can claim, reply, transfer, close, and add Notes on Conversations within their scope.

Administrative Roles in the Inbox

Managers and owners have global visibility and control over Teams and members:

Access and interact with any Workspace Conversation, regardless of assignment.

Owners are the only ones with manage_billing. Managers have manage_team, view_reports, invite_users, and manage_company — enough to operate the Workspace without needing billing access.

Usage examples

Scenario	Ideal Role
Support attendant responding to customers on WhatsApp	`attendant`
Quality analyst reviewing Conversations and adjusting prompts	`trainer`
Team manager creating Teams and monitoring SLA	`manager`
Founder with access to plan and billing	`owner`
External stakeholder following a specific case	`member`

Summary

Category	owner	manager	trainer	attendant	member
Billing	Yes	—	—	—	—
Company configuration	Yes	Yes	—	—	—
Manage Agents	Yes	Yes	Yes	—	—
Access Conversations	Yes	Yes	Yes	Yes	Yes
Invite members	Yes	Yes	—	—	—
View reports	Yes	Yes	—	—	—
Manage Teams	Yes	Yes	—	—	—

​Available Roles

​Role behavior in the Inbox

​Operational Role: attendant

​Administrative Roles in the Inbox

​Usage examples

​Summary