Agent Roles control what each member of your team can see and do in Joby. Set up roles for your admins, dispatchers, technicians, and office staff so everyone has access to the right tools without seeing what they shouldn't. This walkthrough covers every permission section.
1. Open Agent Roles
You'll find it in Settings, in the Permissions section of the left sidebar.
2. Edit the role you want to change
Each row is a role. Click Edit to open the permission panel for that role. The defaults are Admin, Manager, and Agent; you can also create custom roles like Dispatcher or Technician.
3. Set notification permissions
Decide whether agents in this role receive pushed notifications for new jobs, calls, and messages. Turning this off is useful for back-office roles that shouldn't be pinged by every event.
4. Set AI Helper Conversations access
Controls whether agents can view and use Joby AI suggestions inside conversations. Turn it on for roles that handle customer chats; turn it off for roles that don't.
5. Set Communication permissions
These toggles cover Calls, SMS, Emails, and chat threads. Turn on only what this role should actually see and use, then expand each item to fine-tune (for example, allow viewing calls but not making them).
6. Set Appointments access
Decides whether agents can view, create, reschedule, or cancel customer appointments. Match this to whether the role is responsible for scheduling.
7. Save your changes
Click Save Changes to apply. New permissions take effect immediately for anyone assigned to this role; there's no need for them to log out and back in.
