Roles and Permissions

PropPilot uses role-based access control (RBAC) to manage what each team member can do. There are three roles: Owner, Admin, and Agent.

Role Overview

Role	Description	Typical User
Owner	Full control, including billing and deletion	Business owner, CEO
Admin	Full operational control	Manager, Team lead
Agent	Day-to-day operations	Sales agent, Support rep

Detailed Permissions

Feature Access by Role

Feature	Owner	Admin	Agent
Dashboard	✅	✅	✅
Agents	✅	✅	❌
Knowledge Base	✅	✅	✅
Projects	✅	✅	✅
Contacts	✅	✅	✅
Inbox	✅	✅	✅
Calendar	✅	✅	✅
Usage Analytics	✅	✅	✅
Settings (Profile)	✅	✅	✅
Members	✅	✅	❌
Integrations	✅	✅	❌
Settings (Org)	✅	✅	❌
Billing	✅	✅*	❌
Audit Logs	✅	✅	❌
Delete Organization	✅	❌	❌
Transfer Ownership	✅	❌	❌

*Admins can view billing but cannot make critical changes

Owner Role

The Owner has complete control over the organization.

Unique Owner Capabilities

Only the Owner can:

• Delete the organization - Permanently remove all data
• Transfer ownership - Assign Owner role to another member
• Access all billing - Full billing and payment management
• Final authority - Override any setting or decision

Owner Limitations

• There can only be one Owner per organization
• Owner cannot be removed (only transferred)
• Owner account cannot be downgraded to Admin or Agent

Transferring Ownership

To transfer ownership to another member:

1. Go to Settings → Organization
2. Find Transfer Ownership
3. Select the new Owner
4. Confirm the transfer

Irreversible Action

Transferring ownership immediately demotes you to Admin. This cannot be undone without the new Owner's cooperation.

Admin Role

Admins have broad operational control but cannot make destructive changes.

Admin Capabilities

Admins can:

• Manage team members - Invite, edit roles, remove members
• Configure integrations - Set up Chatwoot, Stripe, etc.
• Manage organization settings - Update name, logo, etc.
• View billing - See plans, invoices, usage
• Access audit logs - Review activity history
• All Agent capabilities - Plus the above

Admin Limitations

Admins cannot:

• Delete the organization
• Transfer ownership
• Remove the Owner
• Access some billing actions (like cancellation)

Best Use Cases

Assign Admin role to:

• Department managers
• Team leads
• Technical administrators
• Senior staff needing full access

Agent Role

Agents handle day-to-day customer interactions.

Agent Capabilities

Agents can:

• View and manage conversations - Inbox access
• Manage contacts - Create, edit, view contacts
• Access knowledge base - Upload and manage documents
• Manage projects - View and edit properties
• View analytics - See usage and performance
• Personal settings - Update their own profile

Agent Limitations

Agents cannot:

• Access the Agents page (cannot create or configure AI agents)
• Access Members page (cannot see team)
• Access Integrations (cannot configure)
• Access Organization Settings
• Access Billing
• View Audit Logs
• Invite or remove team members

Best Use Cases

Assign Agent role to:

• Sales representatives
• Customer support staff
• Property agents
• New team members

Choosing the Right Role

Decision Guide

Does this person need to...

Manage billing or delete org?
  → Owner (only one per org)

Invite team members or configure integrations?
  → Admin

Just handle conversations and contacts?
  → Agent

Principle of Least Privilege

Grant the minimum role needed for the job:

• Start with Agent role for new members
• Upgrade to Admin only when needed
• Reserve Owner for business decisions

Role Changes

Upgrading a Role

1. Go to Members
2. Click on the member
3. Change role to higher level
4. Save changes

Effect: Immediate access to new features

Downgrading a Role

1. Go to Members
2. Click on the member
3. Change role to lower level
4. Save changes

Effect: Immediate loss of access to restricted features

Calendar-Specific Permissions

The Calendar has additional role-based tabs:

Tab	Owner	Admin	Agent
My Bookings	✅	✅	✅
Event Types	✅	✅	✅
Availability	✅	✅	✅
Connection	✅	✅	✅
All Bookings	✅	✅	❌
Assignment Rules	✅	✅	❌
Branding	✅	✅	❌

Security Considerations

Regular Audits

• Review member list monthly
• Remove inactive accounts
• Verify role assignments are appropriate
• Check audit logs for unusual activity

Offboarding

When a team member leaves:

1. Remove them from PropPilot
2. Revoke any pending invitations
3. Review shared credentials
4. Check Chatwoot access is removed

Multi-Factor Authentication

Encourage all members to enable MFA:

1. Go to Settings → Profile
2. Enable Two-Factor Authentication
3. Scan QR code with authenticator app

MFA can be required organization-wide (Owner/Admin setting).

Common Questions

Can I have multiple Owners?

No, there can only be one Owner per organization. Use Admin role for others who need broad access.

Can Agents see each other?

No, Agents cannot access the Members page. They work independently without visibility into the team structure.

What happens to data when someone is removed?

Their data (conversations handled, contacts created, etc.) remains in the system. Only their account access is revoked.

Can I create custom roles?

Currently, PropPilot has three fixed roles. Contact support for enterprise custom role requirements.

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