System, custom and shared roles
Three kinds of roles, who can create them, and how a member's permissions are decided.
3 min readFor Admins
- System roles (Admin, Manager, User) exist in every organization and can't be changed.
- Custom roles are created by your own admins under Members → Roles, with exactly the permissions you tick. They need a plan that includes custom roles.
- Shared roles are templates defined by the Customer360 team and available in every organization. They appear in the role picker as “(shared)” and in Members → Roles under Shared roles. You can assign them but not edit them.
A member has one role. A custom or shared role replaces the system role's permissions entirely; if that role is deleted the member falls back to the safer User role. Nobody can grant more access than they have themselves, and an organization always keeps at least one Admin.
Tip: Site access is separate from the role: any role can be limited to specific sites when you invite or edit a member.