How to Manage Custom Permissions in Inbox

Updated October 27, 2026 11:29

The Custom Permission in Inbox feature allows companies to manage access rights for each role through the Users page. With this feature, you can determine the actions that can be performed and the scope of conversations that can be accessed by each role.

Access rights can be configured based on two aspects: Action Permission, which determines whether an action can only be viewed (View) or also performed (Manage), and Data Access Level, which determines the scope of conversations that can be accessed, such as All Access, Team Only, or Ownership.

With Custom Permission, you can configure access rights in greater detail according to your company's needs. This helps protect conversation data while ensuring that each role has access appropriate to its responsibilities.

Learn more about Custom Permission here.

Here is how to manage Custom Permission in Inbox.

A. Role Access

A suitable subheading, in my opinion, is Impact and Actions Based on User Role because this table explains the impact of permission changes on each role and the required actions.

Impact and Actions Based on User Role

Role	Impact	Required Action
Owner	Access to the room list is always allowed. Other access, such as chat input and contact information, depends on whether the Owner role has the required permission keys.	Make sure the Owner role has all required permission keys.
Admin	Manages roles through the User Management menu and is responsible for ensuring that the data access level and division mapping are configured correctly.	Configure the role before the feature is enabled.
Supervisor	Can be set to view-only mode for auditing purposes. In this mode, a banner is displayed instead of the reply field.	Inform the Supervisor about view-only mode.
Agent	Some buttons cannot be clicked or become inactive and display information. The number of rooms that can be viewed may also decrease, according to the Team Only or Ownership access level.	Reload the page after changing the role and make sure the Agent knows whom to contact if they experience issues.
End Customer	There are no immediately visible changes. However, customer data can only be viewed by staff members with permission.	No action is required.

B. How to Access Custom Permission - Inbox

Log in to your Qontak account, then select the “Settings” menu.
Select the “Account” submenu, then click the “Roles” tab.
Then fill in the Role name and Description fields, and determine the Access.
Next, in the Feature permission section, select the “Inbox” tab.
You will then see Feature permission - Inbox.

B. Custom Permission Inbox - Agent can Assign Agent

In the Feature permission section, select “Agent can Assign Agent” and enable “Can manage”.
You can also configure Agent permissions on the Agent Management page in the Agent permissions section.
Next, determine the data access scope according to your needs by selecting one of the following options:

All Access (Everything): can manage assign Agent on the Agent allocation page.
Disabled: cannot assign an Agent.

C. Custom Permission Inbox - Commerce

In the Feature permission section, select Commerce and check “Can view”.
Next, determine the data access scope according to your needs by selecting one of the following options:

All Access (Everything): can view the Commerce catalog in the conversation room.
Disabled: cannot view the Commerce catalog in the conversation room.

D. Custom Permission Inbox - Customer Profiles

d1. Customer Profiles - Can Manage

In the Feature permission section, select Customer profiles and check “Can manage”.
Next, determine the data access scope according to your needs by selecting one of the following options:

All Access (Everything): can edit the Customer profile.

(Customer Profiles view in Inbox)

Ownership (Own): can only view notes assigned to them.
Disabled: cannot edit the Customer profile. In this condition, the toggle ‘Can manage’ is unchecked, while the toggle ‘Can view’ remains checked on the Feature Permission page. Therefore, you can still view the Customer Profile, but cannot make changes to the data in it.
The following is the view when the view permission for Customer profile - Can manage is hidden, so the “Edit” button is not displayed:

d2. Customer Profiles - Can view

In the Feature permission - Inbox section, select Customer Profiles and check “Can view”.
Next, determine the data access scope according to your needs by selecting one of the following options:

All Access (Everything): can edit the Customer profile.

(Customer Profiles view in Inbox)

Ownership (Own): can only view the Customer Profile assigned to them.
Team only: Customer Profile can only be viewed by assigned teams.
Disabled: cannot view data in the Customer profile. In this condition, the toggle ‘Can view’ is unchecked, while the toggle ‘Can manage’ remains checked on the Feature Permission page. Therefore, you cannot view data in the Customer Profile, but can make changes to the data in it.
The following is the view when the view permission for Customer profile - Can manage is hidden, so the “Edit” button is not displayed:

The following is the view when “Can manage” and “Can view” are disabled:

E. Custom Permission Inbox - General

e1. General - Can view

In the Feature permission section, select General and check “Can view”.
Next, determine the data access scope according to your needs by selecting one of the following options:

All Access (Everything): can determine which conversation room to view. In this case, you can always open the room, except when an Agent/Member tries to open a room with an Unassigned status.

(Inbox page view)

Ownership (Own): displays only the chat rooms where the user is assigned as an Agent or as a participant (Supervisor/Admin). In this case, you can open the chat room if the user is an active participant in it.
Team only: only displays chat rooms on channels mapped to the user's division. In this case, you can open the room if the channel is included in the user's division, except for the General division. Agent/Member still cannot open rooms with an Unassigned status.
Disabled: cannot view data in General. In this condition, the toggle ‘Can view’ and ‘Can manage’ are unchecked.

The following is the view when the view permission for General - Can view is hidden:

The following is the condition when the toggle ‘Can view’ is checked and ‘Can manage’ is unchecked.

e2. General - Can manage

In the Feature permission section, select General and check “Can manage”.
Next, determine the data access scope according to your needs by selecting one of the following options:

All Access (Everything): can reply to messages, attach files, assign a person in charge, resolve chats, block contacts, pause auto-resolve, and perform bulk actions.