Updated 3 months ago
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Understanding roles and user types
Overview
This article helps you understand how user roles (which define what a user can do) are now paired with User Types (which define what a customer pays for), and how this impacts license management, permissions, and user setup.
Important
User types are tied to license usage.
Roles define access and permissions within the platform.
Roles are filtered based on the selected user type.
Custom roles must also be mapped to user types to maintain licensing accuracy.
The Support portal is fully integrated with Salesforce, ensuring that every user’s license consumption is tracked accurately based on their assigned user type and role.
User type
Determines the license category assigned to a user. License usage and deductions are based on the user type. There are four user types:
AI business user
Non-AI business user
AI member user
Non-AI member user
Each role (default or custom) is mapped to one of these user types, and the license deduction is based on the assigned user type, not the role itself.
User role
Defines the permissions and access a user has within the platform. A role controls what features or sections a user can access. This includes:
Access to specific modules
Ability to create or approve content
Permissions to manage settings or view reports
There are seven out-of-the-box (OOTB) roles, and custom roles can also be created by Super Admins. Roles are still the primary way to control feature access and permissions.
Mapping roles to user types
When adding a new user in the support portal:
Enter the email ID.
Select the user type (such as AI business user or non-AI business user). The system shows a list of available roles mapped to the selected user type.
Assign the role to the user. This process ensures that:
Only roles relevant to the selected user type are shown.
License deduction happens based on the user type, not the role.
The user receives access aligned with their assigned role.
User and Role Type mapping
Role | User type |
Admin with all permissions (AI enabled) | Business user with AI |
Admin with all permissions (AI not enabled) | Business user without AI |
Team member (AI enabled) | Member user with AI |
Team member (AI not enabled) | Member user without AI |
Manager (AI enabled) | Business user with AI (except the Admin create user permission) |
Manager (AI not enabled) | Business user without AI (except the Admin create user permission) |
Custom role | User type mapping is based on the permissions at time of creation |
Project requestor | Member user without AI |
Note: When updating or changing User Type, either individually or through Bulk Update Users, ensure that sufficient licenses are available for the selected roles. During a Bulk Update, licenses for User Types that are already assigned to the selected users are not visible and cannot be reused for the update. However, these licenses can be reused when updating an individual user.
Creating custom roles
Admins can create custom roles in addition to the seven OOTB roles.
Note: Once a custom role is created and mapped to a User Type it can't be modified later.
Enter the role name.
Select the user type. The platform automatically adjusts the permissions available based on the selected user type.
Select the required permission. The custom role is now mapped to a user type, ensuring correct license handling.
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