---
title: "Who can do what in Matador: roles and permissions"
description: "Here’s a breakdown of the three main user types: Support Agents, Managers, and Admins."
---

[Skip to content](https://help.matador.ai/user-roles-in-matador-ai#main-content)

[Submit a Ticket](https://help.matador.ai/kb-tickets/new?hsLang=en)

[![Frame 2147235144](https://help.matador.ai/hs-fs/hubfs/Frame%202147235144.png?width=200&height=46&name=Frame%202147235144.png)](https://app.matador.ai?hsLang=en)

Open main navigation

Close main navigation

- [Submit a Ticket](https://help.matador.ai/kb-tickets/new)
- [Go to Matador.ai](https://matador.ai/)

[Go to Matador.ai](https://matador.ai/?hsLang=en)

 Hey! How can we help?

- There are no suggestions because the search field is empty.

1. [Help Center](https://help.matador.ai/?hsLang=en)
2. [The Basics](https://help.matador.ai/the-basics?hsLang=en)

# Who can do what in Matador: roles and permissions

## Here’s a breakdown of the three main user types: Support Agents, Managers, and Admins. Which one someone holds decides what they see in the inbox and what they can change in Settings.

### **The three roles:**

| Role | Access | Typically | Permissions |
| --- | --- | --- | --- |
| Admin | Full access | Dealer principal, GM, power users, sometimes sales managers | Organization and Location Settings. Adjusting AI Agents |
| Manager | Almost full access | Sales managers, desking managers, BDC managers, F&I managers | Reporting Access Launch Broadcasts User Settings Management |
| Support Agent | Their own work, limited access | BDC reps and salespeople | Access to Conversations |

❕Most of your team will be Support Agents. That is the working role, not a lesser one: it is the person in the inbox all day.

> *If you have heard of a Super Admin, that is a Matador-side level. You will only ever see the three above.*

### Where users live

Go to **Settings**, then **Users & Permissions** under People and Organization. It has two tabs, Users and Permissions.

**Users** lists everyone, with their role, their location, how many times they have logged in, and when they were last active. You can search, filter by status and filter by location. There is a **Create new user** button.

The Logins column is worth knowing about. If a new hire says Matador is not working, check that number first. A zero means they have never successfully signed in, which is a different problem from the platform being broken.

### Adding someone

Use **Create new user**. You will need:

- **First name and last name.**
- **An email address or a cell phone number.** You need at least one. A cell number is usually easier, because the person gets a text straight away and can set their password from it.
- **A role**, from the three above.
- **The organization** they belong to.
- **A home location.** If your organization has several rooftops or departments, this is the one they mainly work out of. You can give the same person more than one organization if they work across stores.
- **Notifications.** The three most people want are unread conversations, assigned to a conversation, and tagged in a conversation. Unassigned conversations is usually just for managers and admins.

Save, and they are messaged immediately with a link to set their password. Note that email notifications stay greyed out until the profile has an email address on it.

There is no practical limit on how many organizations one person can have. Some group-level users are attached to well over a hundred stores.

#### Every user needs a unique email and cell number

You can have a hundred people called Robert Smith in Matador. What cannot repeat is the email address or the cell phone number. Those two fields are how Matador identifies a person, and one of each per user.

This is almost always what is behind "it will not let me create this user", which is covered next.

#### Someone who worked at another dealership

Matador does not delete users. When someone leaves, their profile is deactivated rather than removed, so if they turn up at your store the old profile still exists and blocks the new one.

The fix is usually something you can do yourself:

1. Ask them which dealership they used Matador at before, and confirm the name they used, since Bob and Robert are different records.
2. Go to that store in Matador, open **Users**, and switch the list to **Inactive**.
3. Open their profile. Update the email and cell number to their new ones, change the organization to your store, and save.
4. Switch to your store and set their status back to active.

**This only works if you have access to the store they came from.** If you do not, send Matador Support their previous work email and their cell number, and we will find and move the profile for you. Access requests are treated as high priority.

### When someone leaves

Open their profile from the Users tab and switch **User Status** off. They move into the Inactive list.

Deactivating does not delete anything. Their history stays on the conversations they worked, and the profile can be reactivated later.

One thing worth knowing, because it causes confusion: once a profile is deactivated, that person can still try to log in and reset their password, and nothing will happen. There is no error telling them why. If someone reports that password resets do nothing at all, check whether their account is still active before anything else.

If they work at more than one of your rooftops and are only leaving one, remove that store from their access rather than switching the whole profile off, or you will cut off their access everywhere.

### What Matador handles rather than you

- Finding a user when you do not know which dealership they came from, or do not have access to it. We can search by name and cell number across organizations.
- Adding a new rooftop to your account, which goes through your Customer Success Manager rather than Support.
- Reporting groups, which are built and maintained by Matador.

- [The Basics](https://help.matador.ai/the-basics?hsLang=en)
- [Using Matador](https://help.matador.ai/using-matador?hsLang=en)
- [Compliance](https://help.matador.ai/compliance?hsLang=en)
- [Broadcast](https://help.matador.ai/broadcast?hsLang=en#main-content)

    - [Holiday Broadcasts](https://help.matador.ai/broadcast?hsLang=en#holiday-broadcasts)
- [Customer Nurture](https://help.matador.ai/customer-nurture?hsLang=en)
- [Integrations](https://help.matador.ai/integrations?hsLang=en)
- [FAQ](https://help.matador.ai/faq?hsLang=en)
- [Matador Updates](https://help.matador.ai/matador-updates?hsLang=en)

[![Frame 2147235144-1](https://help.matador.ai/hs-fs/hubfs/Frame%202147235144-1.png?width=200&height=46&name=Frame%202147235144-1.png "Frame 2147235144-1")](https://matador.ai?hsLang=en)

support@matador.ai

Copyright © 2025, Matador.ai