Members & roles
Add teammates to your Bookbag workspace and control what they can do with built-in roles — Owner, Admin, Editor, Viewer, and the Help-Desk-only Support Associate — plus Enterprise custom roles. Learn what each role can access and how to change them.
View as MarkdownA workspace is the shared home for your agents, data, channels, and billing. Everyone you work with joins the same workspace, and their role decides what they can see and change. Manage your team from the workspace Members (Team) page.
The four roles
Roles are ranked from least to most access: Viewer → Editor → Admin → Owner. Higher roles include everything a lower role can do.
| Role | Can do |
|---|---|
| Owner | Full control, including billing, deleting the workspace, and managing all members. Every workspace has at least one owner. |
| Admin | Manage members and invitations, change workspace settings and billing, and build agents — everything except owner-only destructive actions. |
| Editor | Build and edit agents, data sources, actions, and widgets, and work the help desk. The day-to-day builder role. |
| Viewer | Read-only access — view agents, conversations, and analytics without making changes. |
Chatbase's "Member" maps to Bookbag's Editor. Bookbag adds a distinct read-only Viewer role for stakeholders who should see but not change anything.
Support Associate
Support Associate is a Help-Desk-only role for teammates who live in the inbox and shouldn't touch the rest of the workspace. They can work the Help Desk — view, reply to, and create tickets, manage their own saved views, and see the member roster and agent list — but they cannot access agents, data sources, settings, or billing.
- Lands in the Help Desk on login. A Support Associate is taken straight to the Help Desk; the rest of the dashboard is blocked.
- Inbox-complete. Everything they need to work tickets — reply, create, assign within their views, and see who's on the team — is available.
- Assigned like any role. Pick it in the invite dialog or the role menu, the same way you set Editor or Admin.
Use Support Associate for support agents and contractors who should resolve tickets but never see your agent configuration, sources, or billing.
Custom roles (Enterprise)
On Enterprise, you can define custom roles that go beyond the built-in tiers. A custom role has a base access tier — Viewer, Editor, or Admin — that governs everything by default, plus per-area overrides that raise or lower access for specific parts of the product.
Each of these areas can be set independently:
| Area | Levels |
|---|---|
| Agents | No access / View / Edit / Manage / Full |
| Sources | No access / View / Edit / Manage / Full |
| Actions | No access / View / Edit / Manage / Full |
| Help Desk | No access / View / Edit / Manage / Full |
| Members | No access / View / Edit / Manage / Full |
- Base tier sets the default. Pick Viewer, Editor, or Admin as the starting point; every area inherits it unless you override.
- Override per area. Bump one area up (e.g. Manage Help Desk on an otherwise Viewer role) or lock one down without touching the rest.
- Listed alongside built-ins. Custom roles appear next to Owner/Admin/Editor/Viewer and are assignable to members just like them.
Build and edit custom roles under Settings → Members → Custom roles. On Enterprise the builder replaces the "Unlock custom roles" upsell.
If you delete a custom role, every member who had it is demoted to Viewer — reassign them a role afterward if they need more access.
Adding a member
You add teammates by inviting them. If the email already belongs to a Bookbag user, they're added to your workspace immediately; otherwise they receive a pending invitation to accept. You assign the role at invite time, and can change it later.
Changing a role
Admins and owners can change any member's role from the Members page. A few guardrails protect the workspace:
- An owner cannot be downgraded by an invitation or role change — the workspace must always keep an owner.
- Only valid roles are accepted; an invalid role is rejected rather than silently coerced to a lower one.
- Removing a member revokes their access to the workspace immediately.
Seat limits depend on your plan. If you're at your plan's seat cap, you'll need to upgrade before adding more members — see Plans & billing.