---
title: What are the different user roles in Engage?
description: Learn about the different user roles and their permissions in Engage.
---

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3. [User Roles & Permissions](https://dataeq.com/knowledge-base/engage#user-roles-permissions)

# What are the different user roles in Engage?

## Learn about the different user roles and their permissions in Engage.

#### **Overview of User Roles**

Engage has different user roles with specific permissions to ensure efficient workflow management.

#### **1. Admin**

- Full control over system settings, user management, and reporting.
- Can create and edit **ticket tags, preset responses, and moderation words**.
- Access to all tickets, reports, and analytics.

#### **2. Supervisor**

- Reviews and publishes messages written by trainee users.
- Can **reassign tickets** and **manage team workloads**.
- Access to **performance reports** and **ticket logs**.

#### **3. Normal Agent**

- Can view and respond to tickets.
- Can set tickets to **Pending, Reassigned, or Closed**.
- Cannot make **system-wide changes** or **edit moderation rules**.

#### **4. Trainee**

- Can draft responses but requires **supervisor approval** before publishing.
- Cannot **reassign, mute, or close** tickets.

#### **5. Annotator**

- Cannot respond to messages.
- Can **add notes** and classify tickets for internal purposes.

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