Staff permissions for orders

Order actions write straight to your store, so agents do not get them automatically. Administrators have all of them; an agent with no custom role sees orders read-only. To let an agent run particular actions, give them a custom role.

The permissions

• Connect and manage the store integrations, and which channel reads from which store (1): for whoever connects stores and manages their channels, not the orders themselves.
• Change order status (2): confirm an order and change its status.
• Deliver digital orders (3): send the codes, then mark the order delivered.
• Ship orders and update the address (4): shipping and tracking, and confirming or editing the address.
• Cancel orders and handle returns (5): cancel an order, and returns or exchanges.

Any one of the four is enough for an Order note and Send order summary. Changing the status to a cancelled or returned status also needs Cancel orders and handle returns.

Create a custom role

1. In the inbox, open Settings, then Custom Roles.
2. Select Add custom role.
3. Enter a Name and a Description, such as “Order supervisor”.
4. Under Permissions, tick what this role needs. Remember the conversation permissions they need to answer customers.
5. Select Submit.

Give the role to an agent

1. Open Settings, then Agents, and select the edit button next to the agent's name.
2. Choose the custom role you created from the Role list.
3. Select Edit Agent.

The agent then sees Order actions on order cards, with only the actions their permissions allow.

Note: Custom Roles appears in Settings when your plan includes it, and order actions work when your plan includes store integrations.