Each user added to Zenvia Customer Cloud is assigned an access profile that defines which system features they can use.

These profiles are configured to control access to all features of Zenvia Customer Cloud, ensuring that each user has only the permissions relevant to their role.

👉 In this article:

• Learn about the features and permissions by access profile
• See how to define or change a user's access profile
• Check the summary comparison of access profiles

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Features and Permissions by Access Profile

The features below may vary depending on the user access profile. The Administrator profile has access to all product features. When a feature displays a ❌ for all other profiles, it means it is exclusive to Administrators and does not appear in the interface for other users. This applies, for example, to the features Users and organization and Plans and contracts.

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Contacts

Broadcast

Ads

Sales

Support Service

Chatbot

Expert agents

Analytics

Settings

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How to define or change a user's access profile

The access profile should be defined when you add a new user to Zenvia Customer Cloud — but if necessary, it can be changed at any time.

To do this, follow the steps below:

1. In the side menu, go to Settings > Users and organization;
2. In the Users of this organization tab, locate the desired user.
3. In the User profile column, click the dropdown menu and select the new profile.
4. Changes are applied immediately after selection.

Learn how to add a new user.

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Access Profile Comparison

The table below summarizes the permissions and restrictions of each access profile in Zenvia Customer Cloud. Use it as a reference to assign the most suitable profile for each user's responsibilities.

Profile	Description
Admin	This profile has full access to Zenvia Customer Cloud, including all features, reports, and advanced organization settings.
Operator	Performs almost all actions of an admin, including access to the usage report. Does not have access to plans, contracts, or financial information of the organization. Ideal for those who manage operations, monitor results, and supervise service without handling administrative matters.
Advanced Agent	Can provide support and view operational reports for customer service and support, chatbot conversations, and analytics (excluding Usage, Deliveries, Ads, and Success Monitor). Can also access, create, and edit contacts directly in the contact base. Does not have access to plans, contracts, settings, or financial information. Ideal for team leaders or analysts who need a broader view of operations.
Agent	Profile focused exclusively on customer and support service. Can only edit or create contacts through the commercial service inbox. Does not have access to reports, settings, plans, contracts, or financial information. Ideal for support agents who work directly with customers.
Viewer	Read-only and auditing profile. Can view the contact base and lists, operational support reports, support tickets, integrations, and data from the Analytics menu (excluding Commercial service and Success Monitor). Can also view financial information. Cannot edit data, provide service, or access plans or contracts. Ideal for auditors, supervisors, or departments that need to monitor operations without interacting with the data.

Need help with Zenvia Customer Cloud?

If you follow the instructions in this article and still have difficulties or questions related to Zenvia Customer Cloud, please contact our Support team directly. Check the step-by-step guide in the article: How to contact Zenvia Technical Support.