Operational runbooks for SyntrixOne platform owners and workspace admins.
Role permissions and team management.
You. The SyntrixOne staff role.
Platform owners are SyntrixOne employees with access to the admin queue, platform revenue, stripe-status, and the workspace-approval API.
Platform-owner status is conferred by membership in the `platform_owners` collection (or via the OWNER_EMAILS env var). It is NOT a workspace role — it is a global role across all tenants.
Platform owners bypass approval and trial gates by design (so we can support and troubleshoot any workspace).
The default role of the user who created the workspace.
Exactly one workspace owner per workspace. They have full control: settings, billing, team management, and approval contact.
Ownership is transferable but the source-of-truth is the `ownerId` field on the organization document.
Everything except billing.
Admins can invite teammates, edit settings, manage chatbots, the inbox and the CRM. They cannot change billing settings or transfer workspace ownership.
Multiple admins are supported per workspace.
Operate inbox + CRM, no settings.
Agents can read and write conversations, contacts, deals, leads, tickets and the customer portal. They cannot edit chatbots, knowledge base or workspace settings.
Use the agent role for support staff and SDRs.
For executives and observers.
Viewers can read every workspace surface but cannot write to any of them. Useful for managers who only want dashboards.
Who can do what.
Enforcement is server-side via the permissions module — client UI hides actions the user cannot perform.
Email-based invitations.
From /dashboard/team click "Invite". Enter the email and choose a role. We email a single-use token; the recipient creates their password and joins.
Tokens expire after 7 days. Owners and admins can revoke pending invitations any time.
Reach the SyntrixOne platform team or browse the user-facing Help Center.
