Permissions, roles & workspace data

Workspaces have three roles — Member, Admin, Owner — and a set of toggles that gate what Members can do.

Role matrix

Action	Member	Admin	Owner
Read chats, contacts, tickets (workspace-wide)	✓	✓	✓
Edit values on custom columns / fields	✓	✓	✓
Create custom columns / ticket fields	—	✓	✓
Invite / remove members	—	✓	✓
Edit workspace name, logo, settings	—	✓	✓
Change ticket SLA + reminder config	—	✓	✓
Buy / cancel seats, open Stripe portal	—	—	✓
Open the Workspace Data tab	—	✓	✓
Create / revoke / rotate API keys	—	✓	✓
Export the activity log	—	✓	✓
Delete the workspace	—	—	✓
Approve leave requests	—	✓	✓

Workspace permissions (owner / admin)

Collapsible sections let owners shape member behavior.

Member permissions

• Members can see all analytics — off by default; when off, members only see their own accounts on Analytics
• Members can manage excluded chats — on by default
• Members can export data — off by default
• Shared broadcast templates — off by default

Tickets (visible only if the tickets feature is available)

• Enable tickets — master switch
• Members can create tickets — default on
• Members can edit tickets — default on
• Members can delete tickets — default on (owner can tighten)
• Default SLA hours — 1/2/4/8/12/24/48/72/168 or custom; blank disables SLA
• SLA reminder warning — how far before the deadline to warn
• SLA reminder recipient — defaults to “assigned member, fallback to creator”

Advanced

• Message attribution (beta) — tag every outgoing message with the workspace member who sent it

Workspace Data tab (owner / admin)

Data-level operations live here.

Full export

• One click → a .zip containing contacts, chats, custom fields, activity logs (CSV inside)
• Rate-limited to one export per 60 seconds per workspace
• File auto-downloads with the workspace name in the filename

Import custom columns

• Upload a CSV and map its columns to Entergram custom fields on chats
• Good for bootstrapping a new workspace from a spreadsheet

Workspace deletion (owner only)

A red danger zone with a typed-confirmation dialog. Deletion:

• Cascades across members, seats, custom fields, chats, invitations, tickets, templates
• Is immediate and irreversible
• Terminates all pending Stripe subscriptions for that workspace

Activity log tab

Audit feed for the workspace.

What is logged

• Custom field changes (field name, old → new value)
• Member additions, removals, role changes
• Invitations sent, accepted, revoked
• Chats linked / unlinked to contacts or tickets
• Favorite toggles on contacts
• Broadcasts created and sent, with recipient counts
• Tickets created, status/priority/assignment changes, deleted
• Messages forwarded to external chats
• API key usage (prefix only, never the secret)

What you can do

• Chronological scroll with actor, action, details
• Load older entries
• Filter by action type and member
• Export CSV — admins/owners only, rate-limited to one per 60 seconds
• Workspace-mode bar chart of actions per member

Example

A member suspects a ticket status was changed unexpectedly:

1. Activity Log → filter Ticket actions for the last 7 days
2. Find the status change — actor, timestamp, old → new status
3. Follow up with the teammate

Tighten permissions for a junior cohort

1. Workspace tab → Member permissions
2. Turn off “Members can delete tickets”
3. Turn off “Members can export data”
4. Leave “Members can see all analytics” off if juniors should only see their own
5. Keep “Members can manage excluded chats” on