Setting Admin, User, and Account Owner Roles

Sometimes, you don't want everyone who has a Drift login to be able to access billing, change your widget settings, and more. That's why we have distinct roles with different permissions. There are three roles (available in all paid plans): Account Owner, Admins, and Users. (See section 7 for additional Enterprise roles.)

 Help Doc Overview

1. What is an Admin?
2. What is a User? 
3. Finding and Setting User vs. Admin Roles
4. What Admins vs. Users have access to
5. Controlling Conversation Access of Users
6. What is an Account Owner?
7. Enterprise User Roles

1. What is an Admin?

An admin has access to everything in Drift. There is nothing they can't access and their navigation bar on the left side of the screen looks like this. The Account Owner is by default an Admin. 

2. What is a User?

A user is generally somebody who is mainly using Drift to answer leads or customers that message you through Drift. Their navigation bar looks like this. 

3. Setting User versus Admin Roles

There's only a few steps. Firstly, navigate to your Team Settings.

Click on the teammate table row to change the role/permissions. 

Select the radio button for User or Admin in the modal that appears. If you're setting a teammate's role to User, make sure that you're conscious of what Conversation permissions you're giving them. We'll go over what each of these options are in Section 5 of this article.  One this page you also have the ability to assign Pro Video and Calendar permissions to teammates.

4. User vs. Admin permissions

Users still do have access to the following features:

• Their profile settings
• Their calendar settings
• Their notification settings
• The ability to change their status
• The ability to view the Drift conversation stats report
• The ability to search conversations

Unlike admins, Users cannot access the following features:

• The ability to view or edit billing information
• The ability to change any of the settings related to the Chat Widget (styling, customization, hours, etc)
• The ability to edit, add, or remove other users in Drift
• The ability to edit your Drift team directory
• The ability to export contacts in the contacts view
• Configuring any Integrations settings
• Configuring any settings for tags, installation, routing, saved replies
• The ability to edit any playbooks besides sales sequences they created

5. Controlling Conversation Access of Users

Administrators can control which conversations users will have access to. Why? Click here to learn about the benefits of controlling conversation access.

When the User role is selected, a drop down menu labeled Conversation Access with appear. 

There are three types of access a user can have:

• All Conversations - the User has access to all conversations, regardless of participant.
• Only Their Conversations - the User only has access to conversations they are already participants of.
• Their Conversations and Ones with No Participation - the User only has access to conversations they are participants of or have no current participants.

6. Account Ownership

The Account Owner is, by default, whoever set up the Account. They are also the Drift team's point of contact for Billing concerns. The billing information in your settings, however, is static and will not change just because the Account Owner changes. 

7. Enterprise User Roles

When you're on our Enterprise pricing tier, you have two additional types of users Playbook Editor, and Reporting Only users available to you via the invite team modal as well as the edit teammate side panel.  (See screen shots below for reference.)

(Above: Invite team modal.  Below: Edit teammate side panel.)

Neither of these roles have the ability to contribute to Live Chat and are meant for your support and reporting teams.

Playbook Editors have the ability to search conversations and modify and build bot playbooks.  This role is ideal for marketing leads to be able to create playbooks that solve business needs without giving them access to other Drift settings.  This role is $80 and allows the user to access Playbooks tab, Audiences, and the Reports tab to see playbook reports.

Reporting Only users have the ability to search conversations, and view playbook overviews, site coverage, and revenue influence.  This role is ideal for team leads who need to evaluate their reps in Drift without giving them access to other Drift settings.  This role is $20 and will allow access the Playbooks tab, Audiences, and Reports tab to see playbook reports.

Enterprise customers can update existing teammates to these roles if desires, or they can also invite new teammates into those roles.

Still stuck? Email us at support@drift.com. Not using Drift yet? Get your free account here.