How to create and assign custom roles to users

Custom roles allow administrators to control which features users can access in the Birdeye platform. By assigning roles, businesses can ensure that team members only access the modules and actions relevant to their responsibilities.

This helps maintain security, improve workflow management, and prevent unauthorized changes across products such as Inbox, Reviews AI, Campaigns, Reporting, and more.

Go to ‘Settings,’ click ‘Account,’ and select ‘Roles.’

Click ‘Create role.’

Once you land on the ‘Custom role’ page, click the edit icon to provide a title and short description for the role.

A drawer opens on the right side of the screen. Enter the role name (mandatory), which serves as the title of the role, and optionally add a short description to help users understand its purpose. Once complete, click ‘Save.’

Setting up users' access levels and roles for the Inbox product. Inbox permissions control how users interact with customer conversations and messages.

Click the dropdown button and select the desired access level to define how users can interact with information in the Inbox.

These modules use the same permission model as Inbox. You can configure access levels for these two products: Team Chat and Listings AI.

Set Reviews AI permissions to configure what actions users can perform within the Reviews AI product, including sending review requests, responding to reviews, sharing reviews, and managing review-related settings.

If you select Yes, you can configure permissions for the individual Reviews AI features listed below.

Let’s explore each feature under Reviews AI and the available actions.

The Send quick review request feature allows users to quickly send review requests to customers.

This feature may appear disabled by default if Contacts access is set to “View.” In that case, a message appears stating:

“Allow Contacts access to configure Send quick review request permissions.”

To configure send quick review request:

Selecting Yes allows users to send review requests. Selecting No restricts access.

Review response controls whether users can reply to reviews, configure automated responses, or set up response templates.

You can also choose specific permissions:

This permission controls whether users can share reviews on social platforms.

To configure:

Or choose individual options:

Manage tags: Let users add or manage tags on reviews for better organization.

Manage attribution (assisted by): Allows users to specify who assisted the reviewer, providing better internal tracking and accountability.

Manage featuring on profile: Enables users to feature reviews on the Birdeye profile, helping highlight positive customer feedback.

Click the dropdown button next to each option and select ‘Yes’ to allow users to manage these features or ‘No’ to restrict access.

Use this permission to define how users can interact with review monitoring sites.

Click the dropdown and choose the desired actions:

Manage review generation sites controls whether users can manage the sites used for generating reviews.

Click the dropdown and select:

Use Manage share review settings permission to control where reviews can be shared.

Click the dropdown and choose one of the following options:

Manage reviewer contact – Allows users to manage reviewer contact information.

Create tickets from reviews – Allows users to create support tickets directly from reviews.

Other review actions – Allows users to perform additional actions, such as:

Click the dropdown next to each option and select Yes to grant access or No to restrict it.

Use Referrals to configure user permissions for the Referrals product, which allows businesses to automate referral campaigns, customize templates, and manage referral-based customer engagement.

Click the dropdown next to Referrals and choose the appropriate access level for users.

Use the Social AI section to configure user permissions for the Social AI product, which enables businesses to create, schedule, publish, and monitor social media posts across connected platforms.

If Social AI is set to View, all underlying feature permissions remain disabled by default.

To configure permissions for the features within Social AI, change the access level to Edit or Full access.

The Publishing permission controls how users can publish social media posts through Social AI.

Click the dropdown next to Publishing and choose one of the following options:

With Approval – Users can publish social posts only after approval from designated approvers.

Without Approval – Users can publish posts directly without requiring approval.

Manage approval flow – Allows users to configure approval workflows for social media posts before they are published.

Click the dropdown and select ‘Yes’ to allow users to set up a team of approvers who can review and approve social posts before publishing.

Manage social engagement – Allows users to interact with social posts.

Select ‘Yes’ to enable users to engage with social posts, such as commenting or deleting comments.

Manage post library – Allows users to manage saved posts stored in the post library.

Select Yes to allow users to organize and manage posts that are saved for reuse in future campaigns. Selecting No restricts access to the post library.

In each case, selecting ‘No’ will restrict access to that specific feature.

Manage link-in bio – Allows users to manage the link-in-bio feature used on social media profiles.

Select Yes to allow users to update and manage the link-in-bio that directs audiences to landing pages or campaigns. Selecting No restricts access to this feature.

Manage asset library – Allows users to manage media files used for social posts.

Select Yes to allow users to upload, organize, and manage images, videos, and other assets stored in the asset library. Selecting No restricts access to these media files.

The Manage social calendar permission controls access to the social publishing calendar.

Select one of the following access levels:

No access – Users cannot access the social calendar.

View – Users can view the calendar but cannot make changes.

Full access – Users can view and manage the social calendar and scheduling settings.

Manage drafts – Allows users to manage unpublished social posts saved as drafts. Select Yes to allow users to create, edit, or delete draft posts before publishing. Selecting No restricts access to draft posts.

Manage awaiting approval posts – Allows users to manage posts that are currently waiting for approval. Select Yes to allow users to review, update, or manage posts pending approval. Selecting No restricts access to these posts.

Manage rejected posts – Allows users to manage posts that were rejected during the approval process. Select Yes to allow users to review and update rejected posts. Selecting No restricts access to this feature.

Manage failed posts – allows users to manage posts that failed to publish successfully. Select Yes to allow users to review and resolve failed publishing attempts. Selecting No prevents users from accessing these posts.

Manage social tags – Allows users to organize social posts using tags. Select Yes to allow users to create and manage tags used for categorizing posts. Selecting No restricts access to tag management.

Analyze social performance – Allows users to view analytics related to social media activity. Select Yes to allow users to view performance metrics such as engagement, reach, and post performance. Selecting No restricts access to these analytics.

Use this section to configure user permissions for the Survey AI product, which allows businesses to create surveys, distribute them to customers, and analyze feedback to gain actionable insights.

Select Yes to grant users access to Survey AI. Selecting No will restrict access to this product.

The Manage surveys permission controls how users can manage surveys within Survey AI.

Click the dropdown and select the appropriate access level:

No access – Users cannot access the Surveys product.

View – Users can view survey information, but cannot make changes.

Edit – Users can view, edit, and delete surveys.

Full access – Users can view, edit, delete, and configure survey settings.

The Send quick survey invite permission allows users to quickly send survey invitations to contacts.

Select Yes to allow users to send quick survey invitations directly to contacts. Selecting No will prevent users from sending quick survey invites.

The Distribute surveys permission allows users to send surveys to a broader audience.

Select Yes to allow users to distribute surveys. Selecting No will prevent users from distributing surveys.

The Create tickets from survey response permission allows users to create support or follow-up tickets based on survey responses.

Select Yes to allow users to create tickets directly from survey feedback. Selecting No will restrict this capability.

Download survey responses, schedule, and email permission controls whether users can export and share survey response data.

Select Yes to allow users to download survey responses, schedule reports, and email them as needed. Selecting No restricts these actions.

Use the Ticketing section to configure permissions for the Ticketing product, which allows teams to manage customer issues, track responses, and coordinate support workflows.

Select Yes to grant users access to Ticketing. Selecting No will restrict access to this product.

The Create ticket permission allows users to create new support tickets.

Select Yes to allow users to create tickets. Selecting No prevents users from creating new tickets.

The View ticket activity permission allows users to see updates and activity related to tickets.

Select Yes to grant access to ticket history and activity logs. Selecting No will restrict visibility of ticket activity.

The Update ticket status and assignment permission allows users to manage ticket progress.

Select Yes to allow users to update ticket status and assign or reassign tickets to team members. Selecting No prevents users from modifying ticket status or assignment.

The Comment on ticket permission allows users to add comments to tickets.

Select Yes to allow users to add comments for collaboration and context sharing. Selecting No will prevent users from commenting on tickets.

The Add or remove watchers permission allows users to control who receives notifications about ticket updates.

Select Yes to allow users to add or remove watchers on tickets. Selecting No will restrict this action.

Use the Contacts section to configure permissions for the Contacts module, where businesses store and manage customer information used across Birdeye products.

Users can be assigned the following access levels:

View – Users can only view contact information.

Edit – Users can view, edit, and delete contact information.

Full access – Users can view, edit, delete contacts, and configure contact-related settings.

The Download contacts permission controls whether users can export contact data.

Select Yes to allow users to download contacts. Selecting No will prevent users from exporting contact information.

Use the Campaigns section to configure user permissions for the Campaigns product, which allows businesses to create and manage automated email and SMS campaigns to engage customers and drive growth.

Click the dropdown next to Campaigns and select the appropriate access level:

No access – Users cannot access the Campaigns product.

View – Users can only view campaign information, but cannot make any changes.

Edit – Users can view, edit, and delete campaigns.

Full access – Users can view, edit, delete campaigns, and configure campaign settings.

The following permissions define the actions users can perform within Campaigns:

Create and edit campaigns – Allows users to create new campaigns and modify existing ones.

Delete campaigns – Allows users to remove campaigns.

Manage communication restriction – Allows users to configure communication limits or restrictions for campaigns.

View campaign details, recipients, and reports – Allows users to view campaign analytics, recipients, and reporting data.

Pause campaigns – Allows users to temporarily stop active campaigns.

Download campaign recipients – Allows users to export recipient lists from campaigns.

Set each permission to Yes or No depending on the user’s responsibilities.

Use the Reporting section to configure user permissions for the Reporting module. Reporting allows users to access analytics and performance data across different Birdeye products, helping teams monitor trends, track key metrics, and make data-driven decisions.

Select Yes to allow users to access Reporting. Selecting No will restrict users from viewing analytics and reporting data.

The Review reports permission controls which review analytics users can access.

These reports provide insights into customer feedback trends, ratings, and reputation performance across locations.

You can either:

The Social reports permission controls access to analytics related to social media activity.

These reports help users track engagement, reach, and performance across social platforms.

You can:

The Campaign reports permission allows users to view analytics related to email and SMS campaigns.

These reports help teams evaluate campaign performance, engagement metrics, and recipient activity.

Users can be granted access to specific reports or all campaign analytics.

The Ticketing reports permission controls access to analytics related to customer support tickets.

These reports provide insights into ticket volume, response times, and resolution performance.

Users can be granted access to individual reports or all ticketing analytics.

The Other reports permission provides access to analytics across additional Birdeye modules.

This section includes reporting access for:

Granting access allows users to analyze engagement and performance across these modules.

Use this section to configure user permissions for Insights AI and Competitors, which provide analytics and benchmarking tools to help businesses evaluate performance and monitor competitive positioning.

Both modules follow the same access level settings, allowing administrators to control how users interact with the data.

The Insights AI module provides AI-powered analytics that help businesses evaluate performance across areas such as customer sentiment, online reputation, and visibility.

Users can be assigned one of the following access levels:

No access – Users cannot access Insights AI.

View – Users can only view insights and analytics.

Edit – Users can view and modify available information where applicable.

Full access – Users can view, edit, delete, and configure product settings related to Insights AI.

The Competitors module provides tools for analyzing and benchmarking rival businesses to gain strategic insights.

Users can be assigned one of the following access levels:

No access – Users cannot access competitor analysis features.

View – Users can only view competitor insights and benchmarking data.

Edit – Users can view and edit available competitor information.

Full access – Users can view, edit, delete, and configure competitor analysis settings.

Use the Business Info and Branding section to configure permissions for Business Info and Branding, which controls how users manage core business details and brand assets across the Birdeye platform.

Select Yes to grant users access to this module. Selecting No will prevent users from accessing or modifying business information and branding settings.

The Manage business info permission allows users to manage essential business details such as:

Administrators can assign the following access levels:

The QR codes permission allows users to create and manage QR codes used for marketing and customer engagement.

Administrators can assign the following access levels:

The Manage branding permission allows users to update branding assets used across the platform.

This includes:

Administrators can assign the following access levels:

Use the following settings to define how users can manage business locations and related information across the platform.

Allow users to add new business locations to the account.

Enables users to make bulk updates to multiple locations at once, helping administrators efficiently modify location information across the organization.

Allows users to create, modify, or restructure location hierarchies, such as parent–child relationships between regions, groups, and locations.

Allows users to create and manage custom fields to capture additional location-specific data that may not be included in standard fields.

For each option, select:

Yes – Grants users permission to perform the respective actions.

No – Restricts access to these location management capabilities.

Use this section to manage how users, teams, and employees are organized and assigned roles within your Birdeye account. These permissions control who can create user accounts, organize teams, and manage employee profiles.

Toggle Yes to allow access to this section, where users can be created, assigned roles, and organized into teams. Select No to restrict access entirely.

Within this section, you can configure detailed access levels for:

This permission controls who can create, edit, or remove user accounts and assign roles within the organization.

Allows users to create and manage teams, helping organize staff members into groups for better collaboration and workflow management.

Enables users to manage employee profiles and permissions, ensuring that employees have appropriate access based on their roles.

For each permission above, administrators can assign one of the following access levels:

No access – Users cannot view or access this section.

View – Users can only view existing information without making changes.

Edit – Users can view, edit, or delete information.

Full access – Users can view, edit, delete, and configure related product settings.

Use this section to configure permissions for Billing, Support, Timezone, and Products within the Birdeye platform. These settings determine which users can manage subscription details, handle support requests, configure time settings, and control product configurations.

Administrators can assign access levels for each module based on user responsibilities.

The Billing module allows users to manage financial and subscription-related settings for the account.

Users with access to this module can:

The Support module allows users to manage and track support-related requests.

Users with access can:

The Timezone module allows users to configure the account-level timezone.

This setting ensures that reporting, scheduling, and campaign timing align with the correct regional time.

The Products module allows users to manage and configure product settings available within the Birdeye platform.

Users with access can configure product-related features and settings based on the organization's requirements.

For each module above, you can assign one of the following access levels:

No access – Users cannot access the module.

View – Users can only view information within the module.

Edit – Users can view, edit, or delete information.

Full access – Users can view, edit, delete, and configure the product settings.

Use this section to configure permissions for Brand AI, which helps maintain consistent brand tone and messaging in AI-generated responses across the platform.

These settings control how users manage the organization’s AI voice and content guidelines.

The Brand Voice setting allows users to define and manage the organization’s tone and style used in AI-generated responses.

This ensures that automated replies and AI-generated content remain aligned with the company’s brand identity.

The Guardrails setting allows users to configure rules and boundaries that guide how AI-generated responses are produced.

These guardrails help ensure that AI responses remain compliant with the organization’s messaging standards and communication policies.

For each Brand AI setting, administrators can choose the following access level:

Yes – Grants users permission to manage and configure the respective branding settings.

No – Restricts access to these branding configuration options.

Use this section to configure permissions for Knowledge Graph, which allows users to manage and organize digital assets such as files, images, videos, and documents across the Birdeye platform.

The Knowledge Graph helps centralize media and document management so teams can easily access and reuse assets across different products.

The Manage Media Library permission allows users to upload, edit, organize, and manage digital assets stored in the media library.

These assets may include:

Administrators can configure whether users are allowed to manage these assets.

For both Knowledge Graph and Manage Media Library, administrators can select one of the following:

Yes – Grants access to manage and organize digital assets.

No – Restricts access to the respective module.

Click ‘Save’ in the top right corner after assigning the roles.

After saving the role, it will appear on the Roles page.

Hover over the desired role, click ‘Actions,’ and select ‘Assign users’ to assign users to that role.

You can also edit, duplicate, or delete a role from the Actions menu.

Use the search bar to find and add users to the selected role.

Click 'Add all' to assign the role to all available users, or click the plus (+) icon next to individual names to add them one by one. Added users appear under 'Selected Users' on the right panel. You can remove any user by clicking the X icon next to their name. Once done, click 'Save' to assign the role.