This article is a reference for the default roles and permissions available across Talkdesk products. It lists who can access what, referring specifically to each role.
For the most up-to-date and definitive permissions details, please see each product's own Knowledge Base documentation section.
To know more about Talkdesk Roles and Permissions, please read this Knowledge Base article
Platform-Wide Default Roles Every Talkdesk account includes three built-in roles that cannot be deleted or renamed. Administrators can also create custom roles for tailored access control.
Note: Please keep in mind that Create, Read, Update, and Delete (CRUD ) permissions refer to the permissions that dictate a user's access to perform the main operations on data within a system or database.
Role Description Default behavior
Administrator
Full account management. Default permissions cannot be removed.
All CRUD
Supervisor
Manages daily operations and agent performance. Permissions can be adjusted; role name is locked.
View on most products; CRUD on select operational products
Agent
Handles customer interactions. Permissions can be adjusted; role name is locked.
Limited to agent-facing applications
Custom role
Created by administrators for tailored access control.
No permissions by default
Permission operations: View, Create, Update, Delete.
Common scopes: All, Team, Child Teams, Team & Child Teams, Ring Groups, User, Queue.
Getting Started Platform-wide admin settings that support account setup and configuration across all products.
Feature Permissions Administrator Supervisor Agent
Users / Agents
View, Create, Update, Deactivate
All
View
No default access
Roles
View, Create, Edit, Deactivate
All
View
No default access
Teams
View, Create, Update, Delete
All
View
No default access
Queues
View, Create, Update, Delete
All
View, Update
No default access
Numbers
View, Create, Update, Delete
All
View
No default access
Preferences
View, Update
All
View
No default access
Dispositions
View, Create, Update, Delete
All
View
No default access
Identity (Talkdesk ID)
Manage users, SSO, and MFA configuration
All
View
No default access
Public APIs
API key management: View, Create, Revoke
All
No default access
No default access
SCIM User Management
View, Configure
All
No default access
No default access
Hybrid Cloud / Custom Storage
Configure storage settings
All
No default access
No default access
Regional Cloud
Infrastructure configuration
All
No default access
No default access
Talkdesk CXA AI-powered automation platform that orchestrates customer interactions across channels — including self-service, agent assistance, and analytics.
Product Permissions/features Administrator Supervisor Agent Scope
AI Launchpad
View, configure model associations, transcription settings, AI Flows, and team restrictions
All
No default access
No default access
Team
Autopilot
View, Configure
All
No default access
No default access
Product-level
Autopilot (Agentic)
View, Configure
All
No default access
No default access
Product-level
Autopilot for Healthcare, Retail, Insurance, and Banking
Industry-specific configuration inheriting Autopilot permissions
All
No default access
No default access
Product-level
Copilot
View, Configure
All
View
No default access
Product-level
CXA for Any Contact Center
View, Configure
All
View
No default access
Product-level
CXA Operations Center (formerly AI Trainer)
View, Manage Models
All
View
No default access
Product-level
CX Sensors
View, Create, Update, Delete sensor rules and alerts
All
View
No default access
Product-level
Guardian
Standard and Plus features; granular permissions vary by tier
All
View
No default access
Product-level
Interaction Analytics
View sentiment, text, and speech analytics
All
View
No default access
Product-level
Knowledge Management
View, Create, Update, Delete
All
View
View
Product-level
Navigator
View, Configure
All
View
No default access
Product-level
Smart Templates
View, Configure
All
No default access
No default access
Product-level
Industry Experience Clouds Purpose-built contact center solutions for specific verticals, with pre-built integrations, AI, and workflows tailored to each sector.
Talkdesk Financial Services Experience Cloud for Banking
Product Permissions Administrator Supervisor Agent Scope
Financial Services Experience Cloud for Banking
View, Configure
All
View
No default access
Product-level
Talkdesk Financial Services Experience Cloud for Insurance
Product Permissions Administrator Supervisor Agent Scope
Financial Services Experience Cloud for Insurance
View, Configure
All
View
No default access
Product-level
Talkdesk Healthcare Experience Cloud
Product Permissions Administrator Supervisor Agent Scope
Healthcare Experience Cloud for Providers
View, Configure EHR connectors and patient context
All
View
No default access
Product-level
Healthcare Experience Cloud for Payers
View, Configure
All
View
No default access
Product-level
Epic / Cerner / Athenahealth / Ellkay / Universal EHR Connectors
Configure connector; inherits Healthcare Experience Cloud for Providers permissions
All
No default access
No default access
Product-level
Symptom Checker
View, Configure
All
No default access
No default access
Product-level
Automated Notifications
View, Configure
All
No default access
No default access
Product-level
Talkdesk Retail Experience Cloud
Product Permissions Administrator Supervisor Agent Scope
Retail Experience Cloud
Retail Workspace: View, Create Return, Create Refund, Create Standalone Refund
All
View, Create Return
View
All, Team, User
Retail Sentiment Integration
View
All
View
No default access
Product-level
Talkdesk CX Cloud Core contact center platform covering agent-facing applications, telephony, and workforce management.
Product Permissions/features Administrator Supervisor Agent Scope
Agent Workspace (Conversations)
View calls, listen to recordings and voicemails
All
View
All within agent context
User / agent context
Automated Notifications
View, Configure
All
No default access
No default access
Product-level
BYOC (xConnect)
Permissions not yet documented
—
—
—
Not documented
Carrier Management
View, Configure
All
No default access
No default access
Product-level
Conversations Mobile App
Same as Agent Workspace
All
View
All within agent context
User / agent context
Digital Connect
Configure channel integrations
All
No default access
No default access
Product-level
Digital Engagement
Inbox: View, Assign, Send to Inbox, Transfer
All
All
View, Assign
All, Queue, User
Direct and Interconnect
View, Configure
All
No default access
No default access
Product-level
Directory
View for colleague lookup and click-to-transfer
All
View
View
Product-level
Fax
View, Send, Configure
All
View, Send
View, Send
Product-level
Feedback
View, Create, Update, Delete surveys and CSAT content
All
View
No default access
Product-level
Guardian Guardrails
Standard and Plus features; granular permissions vary by tier
All
View
No default access
Product-level
Guardian Identity
View, Configure
All
View
No default access
Product-level
Home App
View
All
View
View
Product-level
Microsoft Teams Connector
Configure
All
No default access
No default access
Product-level
Numbers
View, Create, Update, Delete
All
View
No default access
Product-level
PCI Payment
Permissions not yet documented
—
—
—
Not documented
Phone Mobile
Same as Talkdesk Phone
All
No default access
No default access
Product-level
Proactive Notifications
View, Create, Update, Delete campaigns
All
View
No default access
Product-level
Proxy
Permissions not yet documented
—
—
—
Not documented
Scheduled Callbacks
View, Configure
All
View
No default access
Product-level
SIP Phone
Configure
All
No default access
No default access
Product-level
Studio
View, Create, Update, Delete flows
All
View
No default access
Product-level
Talkdesk Cases
View, Create, Update, Delete
All
All
View
All, Team, User
Talkdesk Dialer
Campaigns: View, Update, Create, Delete; Manage Contacts; Configure
All
All
No default access
All, Team
Talkdesk Office Licenses
No role-based restrictions currently enforced
All
Agent apps only
Agent apps only
Product-level
Talkdesk Phone
View, Configure telephony settings
All
No default access
No default access
Product-level
Talkdesk Workspace
View, Configure
All
View
View
Product-level
Workforce Management
View, Create, Update, Delete scheduling and forecasting
All
View, Update
No default access
All, Team
Workspace Designer
View, Create, Update, Delete layouts
All
No default access
No default access
Product-level
Zoom Connector
Configure
All
No default access
No default access
Product-level
Notes: Digital Engagement permissions are in transition to the unified Roles & Permissions framework. Validate behavior against the current product documentation.
Monitoring & Reporting Live monitoring, dashboards, and reporting tools for supervisors and administrators.
Talkdesk Explore
Product Permissions/features Administrator Supervisor Agent Scope
Explore
View by dashboard, manage scheduled reports, and create custom reports where licensed
All
View, Manage
No default access
All, Ring Groups
Talkdesk Live
Product Permissions/features Administrator Supervisor Agent Scope
Live
View real-time dashboards and monitoring widgets
All
View
No default access
Product-level
Talkdesk Performance Management
Product Permissions/features Administrator Supervisor Agent Scope
Performance Management
View, Create, Update, Delete
All
View, Update
No default access
All, Team
Talkdesk Quality Management
Product Permissions/features Administrator Supervisor Agent Scope
Quality Management
View, Create, Update, Delete evaluations and scorecards
All
View, Create, Update
No default access
All, Team
QM Assist
View, Configure
All
View
No default access
Product-level
Screen Recording
View, Delete (including deletion from Activities)
All
View
No default access
All, Team
Integrations & Connections Connect Talkdesk with third-party business tools to increase productivity.
Talkdesk Builder
Product Permissions Administrator Supervisor Agent Scope
Talkdesk Builder (Integrations)
View, Create, Update, Delete
All
View
No default access
Product-level
Talkdesk Connections
Product Permissions Administrator Supervisor Agent Scope
Connections
View, Create, Update, Delete
All
View
No default access
Product-level
Talkdesk for Salesforce
Product Permissions Administrator Supervisor Agent Scope
Talkdesk for Salesforce (T4SF)
Permissions mapped to Salesforce Permission Sets: Talkdesk Admin, Talkdesk Supervisor, Talkdesk Agent
Talkdesk Admin permission set
Talkdesk Supervisor permission set
Talkdesk Agent permission set
External mapping
Talkdesk for Salesforce Voice (BYOT)
Same as T4SF, plus SCV-specific permission sets
SCV Admin permission set
SCV Supervisor permission set
SCV Agent permission set
External mapping
Bulk SMS for Salesforce (Smart SMS)
Configure
All
No default access
No default access
Product-level
Talkdesk Dialer for Salesforce
Product Permissions Administrator Supervisor Agent Scope
Dialer for Salesforce
Campaign permissions plus Salesforce permission set mapping
All
View
No default access
All, Team
Talkdesk ServiceNow Connector
Product Permissions Administrator Supervisor Agent Scope
ServiceNow Connector
Configure
All
No default access
No default access
Product-level
Other Connectors
Product Permissions Administrator Supervisor Agent Scope
Dynamics 365 Connector
Configure
All
No default access
No default access
Product-level
HubSpot Connector
Configure
All
No default access
No default access
Product-level
Kustomer
Configure
All
No default access
No default access
Product-level
Oracle Service Cloud
Configure
All
No default access
No default access
Product-level
Outreach
Configure
All
No default access
No default access
Product-level
Pega Connector
Configure
All
No default access
No default access
Product-level
SAP C4C Connector
Configure
All
No default access
No default access
Product-level
Verint CM Pro Connector
Configure
All
No default access
No default access
Product-level
Verint WFM Connector
Configure
All
No default access
No default access
Product-level
Workato Connector
Configure
All
No default access
No default access
Product-level
Zendesk Connector
Configure
All
No default access
No default access
Product-level
eGain
Configure
All
No default access
No default access
Product-level
NICE WFM Connector
Configure
All
No default access
No default access
Product-level
Advanced Dialer (Noetica via AppConnect)
Managed through the Noetica portal; no native Talkdesk Roles & Permissions integration
Externally managed
Externally managed
Externally managed
External system
Billing
Feature Permissions Administrator Supervisor Agent
Billing
View payment and billing information
All
No default access
No default access
Talkdesk AppConnect AppConnect is the Talkdesk marketplace for third-party apps and add-ons.
Product Permissions Administrator Supervisor Agent Scope
AppConnect
View, Install or Uninstall Apps, Configure
All
No default access
No default access
Product-level
Important Information
Custom roles have no permissions by default and must be explicitly configured by an administrator.
Products marked as not documented (PCI Payment, Proxy, BYOC) do not currently have a native Roles & Permissions implementation.
Digital Engagement is still transitioning to the unified Roles & Permissions framework. Live behavior may differ from documentation.
Salesforce and other external integrations control access through their own permission sets rather than native Talkdesk roles.
Talkdesk Classic is a legacy product. No active Roles & Permissions are documented for Classic-specific features in the centralized catalog.
