Team member permissions

You manage who can access your workspace from Settings > Team members. Each team member has a role, and members with the Staff role also have one or more permission groups that control what they can see and change.

Roles

Role	Access
Owner	Every permission on this page. Owners can change any team member, including other owners.
Admin	Every permission on this page. Admins can manage other admins and staff, but cannot change owners.
Staff	Only the permission groups selected for them, plus the baseline access every team member has. New staff invitations default to Conversations.

Personal API keys inherit the permissions of the team member who created them, so the same rules apply to API requests made with those keys.

Baseline access for every team member

Every team member, including staff with no permission groups, can:

Open the workspace and view its general settings, products, teams, and connected e-commerce platforms
Browse and search shoppers, and merge duplicate shopper profiles. Shopper emails and phone numbers stay hidden without Conversations.
Use the Playground to run demo chats
Create, edit, publish, enable, disable, and archive Workflows
Add activator questions, lock or unlock their position, change their icons, and archive individual questions
Generate product showcases
View A/B test results
View message feedback they left themselves

Permission groups

When you invite or edit a staff member, each group appears as a checkbox with a short summary. The sections below list everything each group allows.

Conversations

Conversations covers day-to-day conversation work: reading conversations and shopper details, and maintaining canned responses.

Area	What it allows
Conversations (Inbox)	View conversations and transcripts, follow conversations live, and see conversation summaries, feedback sentiment, and AI-applied tags. Also allows filtering conversation events by feedback, action, or detected intent.
CSAT and NPS	View survey responses and scores on conversations.
Shopper sessions	View a shopper’s sessions and browsing history.
Smart tags	View smart tags and smart tag counts. Creating and editing smart tags is limited to owners and admins.
Message feedback	View feedback other team members left on conversations, in addition to your own.
Shopper contact details	See shopper email addresses and phone numbers. Without this, these fields are hidden.
Canned responses	Create, edit, and delete your brand’s canned responses and their tags.

Billing

Billing gives access to Settings > Billing. It allows changes as well as viewing.

Area	What it allows
Billing account	View billing details and invoice history.
Payment methods	View payment methods, add new ones, and open the billing portal.
Plan	View the current plan and change the Shopify billing plan.
Usage	View the usage meter, billing periods, and billable engagements per period. See Engagements and billing.

Experts & teams

Experts & teams covers managing experts and teams. It does not include managing dashboard team members, which is limited to owners and admins.

Area	What it allows
Experts	Invite experts, view and resend expert invitations, and approve or disable experts on your workspace.
AI experts	Generate AI expert personas and check generation progress.
Expert profiles	Edit the details and gallery images of experts on your workspace. Experts managed by Remark can only be edited by Remark. Changes to a human expert’s shared profile can only be made by the expert.
Teams	Create, edit, and delete teams, and add or remove experts on teams.

Storefront & branding

Storefront & branding covers how Remark looks and behaves on your storefront, plus your workspace name and logo. See Chat Widget Settings for details on each setting.

Area	What it allows
Settings > Appearance, Features > Chat, and Features > Inline activator	Save changes to the widget theme, chat and inline activator settings, support email and links, page allow and block lists, idle timeouts, the featured expert, and the marketing opt-in checkbox. Also allows changing the activator icon.
Settings > Features > Labels	Add, edit, reset, and auto-translate label overrides.
Questions	Edit activator question text and translations, review questions, and archive questions in bulk. Edit answers and answer overrides, regenerate answers, run find-and-replace across answers, and request answers to be generated ahead of time for products.
Settings > General	Change the workspace name, logo, time zone, description, and expertise icon and text.
Showcases	Change the showcase configuration.

Some widget settings, such as attribution period, supported currencies and languages, and AI model settings, can only be changed by the Remark team. Contact support@remark.ai if you need one of these changed.

Knowledge & AI content

Knowledge & AI content covers what Remark’s AI knows and how it writes.

Area	What it allows
Knowledge	Add and edit knowledge, add knowledge sources from URLs and files, archive and resync sources, and view knowledge extraction progress.
Encyclopedia	Edit encyclopedia articles and request encyclopedia population. Viewing the encyclopedia is available to every team member.
Intents	View, create, and edit intents. Members without Knowledge & AI content cannot view the intents list.
Persona Studio	View and change persona settings and special instructions.
Blog posts	View and create blog posts, generate titles, product picks, and content with AI, and change blog post settings and theming.

Integrations & products

Integrations & products covers third-party connections and your product catalog.

Area	What it allows
Settings > Integrations	View, connect, update, and disconnect integrations. Run integration health checks, refresh Shopify permissions, install helpdesk webhooks for Gorgias and Freshdesk, sync NewStore store locations, and sync TurnTo and Yotpo reviews.
Settings > Identity verification	Generate the identity verification signing secret and view its details. See Identifying shoppers.
Products	Start product imports, bulk edit products, manage product families and categories, choose which product tags the agent may use, and manage store locations. See Product import.
Product media	Regenerate image details, and manage live try-on preparation, launch status, and image composites.
Settings > Reviews	Import reviews, edit and publish review summaries, and change review summary settings.

Owner and admin only

These capabilities are not part of any permission group, so staff members cannot be given them:

Area	What it covers
Team members	Invite, edit, and remove team members, change roles and permissions, and approve requests to join the workspace.
Settings > API keys	Create, view, and revoke workspace API keys.
Settings > Smart tags	Create, edit, and delete smart tags.

Requesting integration credentials from someone outside the workspace during onboarding is limited to owners.

If a team member cannot see a page or save a change they need, ask a workspace owner or admin to review their role and permission groups in Settings > Team members.

Getting Started

Guides

Dashboard

API

Integrations

Roles

Baseline access for every team member

Permission groups

Conversations

Billing

Experts & teams

Storefront & branding

Knowledge & AI content

Integrations & products

Owner and admin only

​Roles

​Baseline access for every team member

​Permission groups

​Conversations

​Billing

​Experts & teams

​Storefront & branding

​Knowledge & AI content

​Integrations & products

​Owner and admin only

Roles

Baseline access for every team member

Permission groups

Conversations

Billing

Experts & teams

Storefront & branding

Knowledge & AI content

Integrations & products

Owner and admin only