Custom Roles — Configurable Feature Access & PII Tiers

Access control in the Management Console is now yours to define. Instead of being limited to a fixed set of roles, client admins can create custom roles that compose two things independently: which features and actions the role can use, and which PII tier it can see. Build “Administrator minus billing”, “CX limited to level 1”, or anything your organization actually needs — without an engineering request.

Every role is defined against the same granular feature-access matrix that powers the platform, so what a role can and can’t do is explicit and easy to reason about. Each user now carries a single, clear custom role — replacing the old multi-role setup where permissions were the ambiguous union of several roles.

Personal data is controlled separately through three PII tiers — Unredacted, Essentials and Redacted — so you can grant someone broad feature access while still limiting how much customer PII (name, phone, email, and the like) they see across every GMC view.

To make roles fast to set up, you can duplicate an existing role as a starting template and tweak it, rather than composing every permission from scratch — most roles are small variations on a default anyway. Roles stay editable, and any change applies to everyone assigned to that role.

What’s new

• Create custom roles — compose exactly which features and actions a role can see and do, mapped to the platform’s granular feature-access matrix.
• Three PII tiers — Unredacted, Essentials and Redacted control how much personal data each role sees across the console, independent of feature access.
• Duplicate a role as a template — start from the nearest existing role and adjust it, instead of building permissions from zero.
• Edit roles anytime — update feature access or PII tier; changes apply immediately to every user assigned.
• Assign a custom role to any user — one clear role per user replaces the old multi-role union, so effective permissions are unambiguous.