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Every member of an AppReply workspace has one of three roles, chosen when they’re invited and changeable later from Manage members: Owner, Account manager, or Customer success.
Those are the names you’ll see in the role picker and on member badges throughout the app. In a few places, such as some error messages, the same three roles are called Owner, Admin, and Member. “Admin” means Account manager, and “Member” means Customer success.

How the hierarchy works

Roles are ranked Owner > Account manager > Customer success. A member can only change or remove people ranked below them. An Account manager can change a Customer success member’s role (including promoting them to Account manager) or remove them, but cannot change or remove another Account manager or the Owner. Only the Owner can do that. Nobody can invite or promote someone to Owner: ownership changes only through Transfer Ownership.

Owner

There is exactly one Owner per workspace: the person who created it, or whoever it was transferred to since. The Owner has every capability below plus:
  • Transferring ownership to another member
  • Deleting the organization (on deployments where organization deletion is enabled)
Ownership isn’t removed, only transferred. If the Owner is leaving the team, transfer ownership to someone else first. See Manage members.
You cannot invite someone directly as Owner: the invite form only offers Account manager and Customer success. Making someone else the Owner is a separate Transfer Ownership action, and it hands off sole ownership rather than adding a second one.

Account manager

Account managers handle day-to-day team and workspace operations. They can:
  • Invite new members as Account manager or Customer success, and manage pending invites
  • Change the role of, or remove, any Customer success member (but not another Account manager or the Owner)
  • Manage billing and the subscription plan (billing access isn’t Owner-exclusive)
  • View team performance: the Humans tab under Reviews > Performance in the sidebar, with the per-agent leaderboard. Customer success members don’t see this tab at all
Account managers cannot delete the organization or transfer ownership.

Customer success

Customer success is the default role for most team members: everyone doing hands-on review work. They have full access to:
  • Reviews, replies, and AI-assisted response generation
  • Automations, templates, the knowledge base, and topics
  • Analytics and reporting (aside from the Humans tab under Reviews > Performance, which is Account manager and up only)
What they can’t do: invite or remove members, change anyone’s role, or manage billing. Any member, including Customer success, can change the organization’s translation preferences.

Manage members

Invite teammates, change roles, and manage pending invites

Security

Multi-factor authentication and how credentials are stored