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Roles and team access: who does what in the dashboard

Understanding roles and team access in the Unless dashboard is essential for managing who can do what within your organization’s workspace. Proper role assignment ensures that each team member has the right level of access to perform their tasks efficiently while maintaining security and compliance. This article explains the different roles available, their permissions, and how to manage team access effectively.

roles and their permissions

Unless defines several key roles, each with specific permissions that control access to dashboard sections and actions. These roles determine what users can see and do within the platform:

• Admin: This role has full access to the entire platform, including billing and account management. Admins can configure all aspects of the Customer Agent, manage users, and oversee analytics and compliance features.

• Editor: Editors can configure the core phases of the Customer Agent lifecycle—Train, Test, and Deploy—and have read access to the Analyze dashboards. They are responsible for setting up and optimizing the agent but do not have billing access.

• Reviewer: Reviewers have read-only access to Conversations, Analyze dashboards, and Trust and compliance sections. This role is ideal for Data Protection Officers (DPOs), auditors, or others who need oversight without the ability to make changes.

• Team Assistant only: This role is designed for support agents who do not require dashboard access. They can authenticate and use the Team Assistant browser extension within their helpdesk but cannot access the dashboard itself.

Each role maps directly to a set of permissions, ensuring users only see what they need. This role-based access control supports security and accountability by limiting unnecessary exposure to sensitive data or configuration options.

managing users and workspace scope

Users are individuals with authenticated access to your Unless workspace. When adding or managing users, you assign them a role and optionally define their workspace scope. Workspace scope controls which workspaces a user can access, which is useful if your organization manages multiple products, brands, or markets with separate configurations.

Key user management actions include:

• Adding or removing users
• Assigning or changing roles
• Setting workspace scope per user
• Enabling multi-factor authentication (MFA) or single sign-on (SSO)
• Auditing user access and activity through logs

These controls help maintain a secure environment and ensure that team members have appropriate access aligned with their responsibilities.

special considerations for support agents, dpos, and security

Support agents who only need the Team Assistant can be added with the “Team Assistant only” role. This allows them to assist customers through the helpdesk without dashboard access, simplifying their workflow and reducing security risks.

For Data Protection Officers or auditors requiring oversight, assign the Reviewer role. This grants read-only access to relevant data and compliance sections, supporting transparency and accountability without risking unauthorized changes.

Security features such as MFA and SSO are available to strengthen authentication. MFA can be required for all users via the security policy settings, and SSO can be configured for enterprise plans to integrate with your identity provider.

conclusion

Assigning the right roles and managing team access in the Unless dashboard is crucial for operational efficiency, security, and compliance. By understanding the distinct roles—Admin, Editor, Reviewer, and Team Assistant only—and using workspace scopes, you can tailor access to fit your organization’s needs. Regularly reviewing and updating user permissions, enabling strong authentication, and auditing access help maintain a secure and well-governed platform environment.