To create a custom role, go to Team → Roles & Permissions → Add role, give it a name and a slug, then open its permission matrix and check exactly the boxes it should have. It's two separate steps by design — creating the role and setting what it can do are deliberately split, so you always see the full permission grid rather than guessing at defaults.
Why build a custom role instead of editing a built-in one
Every account starts with five built-in roles — Admin, Manager, Sales Executive, Editor, and Marketing User — and you can adjust any of their permissions too. A custom role makes sense when you need a shape none of those five naturally fit: a franchise manager who should see every lead but never touch billing or integrations, a part-time telecaller who should only log call activity without editing lead details, or a read-only role for an investor or auditor who needs visibility with zero ability to change anything.
Step 1: Create the role
From Team → Roles & Permissions → Add role, enter:
- Role name — shown throughout the CRM wherever a role is displayed, e.g. "Telecaller" or "Franchise Manager".
- Slug — a URL-safe identifier, letters/numbers/hyphens/underscores only. It only
needs to be unique within your own account, not across every Claudphic customer, so a simple name like
telecalleris fine even if another company also uses it. - Description — optional, but worth filling in once you have more than a couple of custom roles, so a year from now you (or a teammate) can tell them apart at a glance.
Save. The role is created with no permissions at all — it can't see anything until you set the matrix next.
Step 2: Set the permission matrix
From the roles list, click Permissions next to your new role. You'll see one row per module — Leads, Users, Roles, Settings, and every other area of the CRM — with a checkbox per action: Create, Read, Update, Delete, Export, and API Access, wherever that action makes sense for the module.
A few combinations worth knowing before you start checking boxes:
- Read without Update gives someone visibility with no ability to change what they see — the right shape for an auditor or a manager who reviews the pipeline but isn't the one working it.
- Leads: Create + Update, no Delete is a common shape for a working sales role — they can add and progress leads but can't remove records from the pipeline, so a mistake doesn't destroy data.
- The Roles module itself is worth being deliberate about. Granting Roles permissions to a custom role lets that role grant itself — or any other role — any permission that exists, including ones nobody currently has. Treat it the same way you'd treat handing someone the keys to the account, not as a routine checkbox.
Save, and the change takes effect for everyone currently assigned to that role immediately — no re-login required on their end.
Assigning people to the role
A role only matters once someone's assigned to it. See adding team members and assigning roles if you're adding a new person, or edit an existing user's record from Team → Users to move them onto the new role.
Deleting a custom role
Built-in system roles (Admin, Manager, Sales Executive, Editor, Marketing User) can't be deleted — only edited — since removing them entirely could leave the account in a state nobody can recover from. A custom role you created can be deleted once nobody is assigned to it; reassign anyone still using it to a different role first.