Learn how to add users, configure role permissions, and understand what each role can do in conversations and system settings.

# Overview of the Five Role Permissions

CAAC provides five roles based on responsibilities. Each brand can only have one “Owner,” and this account cannot be deleted (to prevent a situation where users delete each other and no one can log in).

1. Role Definitions

Owner：Only one is allowed in each organization. This is the default highest-level administrator when the organization is first created and has full system permissions.
Primary Admin：Multiple users can be assigned. Their operational permissions are exactly the same as the Owner, with the only difference being the “unique Owner” identity.
Admin：Usually a customer service supervisor. This role has basic management permissions, but access to global system settings and cross-team visibility is limited.
Primary Agent：An advanced frontline agent who can fully edit contact information, but does not have organization or team management permissions.
Agent：The most basic customer service role. Contact information is view-only, and this role mainly handles daily assigned conversations.

2. Feature Permission Comparison Table

Feature	Owner	Primary Admin	Admin	Primary Agent	Agent
Conversation Filter Scope	Entire organization	Entire organization	Unassigned + Assigned team only	Unassigned + Assigned team only	Unassigned + Assigned team only
Manual Assignment Scope	Entire organization	Entire organization	Unassigned + assigned team	Unassigned + self	Unassigned + self
Organization Profile Settings	✓	✓
Create / Delete Teams	✓	✓
Edit Team Member Setup	✓	✓	✓
Auto-assignment Rule Settings	✓	✓
Edit Contact Information	✓	✓	✓	✓
View Contact Information	✓	✓	✓	✓	✓
Analytics Dashboard	✓	✓	✓
Edit Quick Reply Templates	✓	✓	✓
Create Invitation Link	✓	✓	✓	✓	✓

〈Manual Assignment Permission Notes〉

Conversations visible to Primary Agents and Agents:

Unassigned: The message is currently not assigned to any user or team, so any agent can take it.
Assigned to Team only: The message is assigned to the team the agent belongs to.
Assigned to self: The message is currently being handled by that specific agent.

When an agent can view a conversation that is “assigned to a team” or “assigned to another user under the same team,” the agent can only view the conversation and cannot reassign it.

📌 Example Scenario

A (role: Agent) and B both belong to “Team 1”:

Conversation Assignment	Can A view the conversation?	Can A reassign it?
Assigned to A	✓ Yes	✓ Yes
Assigned to Team 1 (no specific user)	✓ Yes	✗ No
Assigned to Team 1 — B	✓ Yes	✗ No

# How to Add Users

🚨 Note: Only the Owner and Primary Admin can add users and assign permission roles.

Method 1: Add Users Manually

Go to CAAC Settings > Users > Add
Enter the email address of the user you want to add
- You can add multiple email addresses at once
- Paste multiple email addresses on separate lines, or separate them with “,”
Check the remaining available CAAC seats for the brand
Select the permission role for the new user
After completing the form, click “Send Invitation,” and the invitee will receive an invitation email

Method 2: Batch Import Users

Go to CAAC Settings > Users > Import Users > Download Template
Edit the template, then import it in batch to invite or update multiple users at the same time
- In the template, user code: enter the user code used to “map with an external system”
- In the template, team code: enter the team code used to “map with an external system”

Batch Invite / Update Rules

If the email already exists: the system will update the existing user based on the provided information.
If the email does not exist: the system will create a new user and send an invitation.
Fields that can be updated: user role, user code, user name, display name, and belonging team (matched by the corresponding team code)

Data Import Logic

Default role: If the role field is blank or invalid, the system will automatically set it to “Agent.”
Overwrite logic: If the role, user name, or display name is duplicated, the last entered value will overwrite the previous one.
Automatic team name setup: If the imported team code does not match an existing team name, the system will use the team code directly as the team name.
Cases where import fails:
- User code must be unique: if there is a user code conflict, the import will fail.
- Team names cannot duplicate existing CAAC team names: if there is a team name conflict, the import will fail.
Other rules: If one person belongs to multiple teams, they must be uploaded in separate rows.

Team Creation / Update Logic

If the imported team code does not exist: the system will automatically create the team.
If the imported team code already exists but the name is different: the system will update it to the new team name.

Receiving the Invitation Email

The invited user will receive an email invitation. They can click the link in the email to complete the joining process.

💡 The invitation link will expire after 24 hours. If the link expires and you need to invite the user again, first delete the invited user from “Organization Settings,” then click “Add” again to resend the invitation.

Invitation email example

# How to Change an Account’s Permission Role

🚨 Note: Only the Owner and Primary Admin can assign and modify role permissions.

Click “Organization Settings” in the left sidebar
Click the “Permission Management” tab at the top
Click the “Edit” icon on the right side of the user whose permission you want to change
Make sure Name, Display Name, and Phone Number are all filled in (all are required fields)
Select the permission role you want to assign
Click “Save” to complete the change

Managing the Total Number of Roles

Click the “Role Management” tab at the top to view the number of users in each role.
Click “Role Permission List” in the top right to view all features available for each role.

💡 It is normal for the “Description” field to show as blank “---”. Only Enterprise brands using “Custom Roles” can enter a role description.