Role hierarchy
Admin, manager, supervisor, and agent each carry a defined scope. Navigation, actions, and data all follow the role, so nobody quietly accumulates access they were never given.
Security and governance
Everyone sees their own work, and nothing beyond it.
Access follows a clear chain from workspace admin down to agent. Every record belongs to one organization, every session is checked on the server, and every admin action is written where it can be reviewed.
- Role-based permissions
- One organization per user
- Server-checked sessions
- Admin actions on the record
A new workspace is scoped correctly on day one.
These six controls are part of the platform, not settings someone has to remember to switch on.
One organization per user
An account belongs to exactly one workspace. There is no cross-tenant membership to reason about, which is what keeps one client's data from ever appearing beside another's.
Sessions checked on the server
Sign-in and route protection are enforced in middleware and again in server-side authorization. Sessions expire on timeout and a request for a route outside your scope is refused, not hidden.
Admin actions on the record
Role changes, inbox changes, and organization settings are written in a structured form your operations team can review. Who did what, and when, without reading raw logs.
Isolated channel routing
Inbound email and incoming webhooks are mapped to a specific workspace inbox before anything is created. A message can only land in the inbox it was addressed to.
Keys and webhooks you control
API keys are issued per workspace and can be rotated by an admin. Outbound webhooks are signed, so your own systems can verify that an event genuinely came from us.
How access actually works.
The specifics most teams check before they connect a live support inbox to a new tool.
Access model
Role-based, with admin, manager, supervisor, and agent scopes. Custom role permissions are available on the Max plan for teams that need a finer split.
Tenancy
Every conversation, contact, organization, rule, and report belongs to one workspace. Data boundaries are applied per organization across all workflows.
Authentication
Session-backed sign-in with server-side authorization on protected routes and actions. Sessions expire on timeout and unauthorized routes are blocked.
Account ownership
A single workspace admin owns the account. That keeps recovery straightforward and avoids the ownership conflicts that open gaps as a team grows.
Channel handling
Inbound email and webhook traffic is resolved to a workspace inbox before a ticket is created, so channels stay isolated to the organization that configured them.
Review and oversight
Admin surfaces expose organizational and role changes for compliance review, and reporting is scoped to what the viewing role is allowed to see.
Data in transit and at rest
Traffic is encrypted in transit with TLS 1.2 or later, and stored data is encrypted at rest. A cancelled workspace keeps its data for 30 days for recovery, then it is deleted.
Outbound integrations
API keys are scoped to the workspace that created them and can be rotated at any time. Outbound webhooks are signed so receivers can verify their origin.
Built to keep answering on the busy days.
Queue processing, service-level detection, and the interface run as separate concerns, so a spike in traffic on one side does not stall the other.
- Incoming mail and automation run on background workers, not on the page your agents are using
- SLA timers run on their own schedule, so a breach is caught whether or not anyone has the queue open
- Reports are read separately from the live queue, so a large export never delays a reply
- An admin opening a heavy view never slows down an agent's inbox
Check it against your own policy.
Create a workspace, set the roles the way your policy requires, and see the model working on real conversations.
90 days free, then paid.