Custom RBAC allows Drift admins to create custom roles beyond the default 3 (Sales, Marketer and Admin) and give access to various parts of Drift app. 

Billing Plan: Custom RBAC is available on the FY22 Enterprise plan

In this article, we'll cover:

• Create a New Role
• Edit a Role
• Delete a role 
• Assigning roles to users 
• Setting Default role
• Role Building Tips

Creating A New Role

From your settings, click on Manage Teammates (under Organization Settings) → Roles → Create Role → Create New / Clone Role

 

You will then be asked to provide a name for the new role and add an optional description.

Next you will be asked to set permissions for:

• Playbooks, Conversations and Reports
• Visitors, Apps and Activity 
• Settings and Notifications

Click “Create Role” to finish creating the role.

Optional

Next you have the option to assign teammate to your new role along with the Workspaces (if available for your org) and then click Assign teammates
 

Your new role will now appear under Roles in the Manage Teammate section.

Edit a Role

From your settings, click on Manage Teammates (under Organization Settings) → Roles → Click on the role you want to edit

From here you can:

• Change name of a role
• Select areas of the app where you want to give access
• Edit the current access to part of Drift

Delete a Role

From your settings, click on Manage Teammates (under Organization Settings) → Roles → Action button on a role → Delete Role

 

If the role has teammate assigned to it, then you will be asked to reassign those users to another role and if applicable, the corresponding Workspaces

This can be done via:

• Bulk Assign → Assign all the teammates in that role to another role (within 1 or more Workspaces if applicable)
• Individually Assign → Assign individual teammates to another role (within 1 or more Workspace if applicable)

Assigning Roles to Users

From your settings, click on Manage Teammates (under Organization Settings) → Teammates → Click the user needing update → Scroll down → Assign Role 

• Bulk Assign → Assign all selected teammates to one or more roles (within 1 or more Workspaces if applicable)
• Individually Assign → Assign individual teammates to one or more roles (within 1 or more Workspace if applicable)

 

Setting a Default Role

From your settings, click on Manage Teammates (under Organization Settings) → Roles → Action button on a role → Make Default

The default roles Drift providers are:

• Sales Rep - Access to all conversations.
• Sales Rep - Access to their conversations only.
• Sales Rep - Access to their conversations, and conversations with no participants.
• Admin - Access to all of Drift, including billing, user management, and more.
• Marketer - Access to playbooks, reporting, and to view conversations.
• Service Agent - Access to all conversations, visitor data, ticket creation, and reports on their own performance.
• Sales Manager - Access to sales reporting, relevant team settings, all conversations and sales tools.

Role Building Tips

Feeling overwhelmed about building out a chat user role? Below we'll walk through a typical setup for a chat user but keep in mind that your access requirements may be different depending on your business or Drift org structure. You can also take a look at the default Drift roles that come with your Drift account for some inspiration. Remember, every org is going to have different access needs so there is no "right answer" on how to setup your roles.

A typical chat user includes the following:

• Conversations
  • Saved Replies
  • Conversation View - all
  • Conversation View - no participants
  • Conversation View - personal
  • Conversations Shared Sections
• App Settings
  • Calendar
  • Help Docs
  • Integrations
• Reports
  • Team Performance
  • My Conversations
• My Settings
  • Profile
  • Email Settings
  • Drift Assistant
• Activity
  • Account Activity
  • Conversation Search
• Visitors
  • Contacts