Account types

An account type decides what a person can do in your workspace. Every member has exactly one. The type carries a list of permissions, and there is no separate way to give an individual extra access on top. If you want someone to do more, move them to a type that can.

Open Accounts under Access in the PEOPLE section of the sidebar to see what each type can do. Manage accounts, indented beneath it, is where you create, rename and delete types and see who is on each.

The three starting types

Every workspace starts with three types.

Type	Who it is for
Owner	The person who holds the workspace. They can do everything, always, and that cannot be changed. The type is marked Fixed and cannot be renamed, edited or deleted.
Admin	People who run the workspace with you. In a new workspace this type starts with: Manage members, Manage teams & roles, Manage documents, Create & manage experts, Approve suggestions, Suggest knowledge, Answer handovers and Manage channels.
User	People who only use the experts. In a new workspace this type starts with Suggest knowledge and nothing else.

The Accounts page shows exactly what is ticked in your own workspace, which may differ from these starting points if it has been changed.

Some things belong to the owner alone and cannot be given to any type: changing the plan, and handing ownership to someone else (see Members).

Member access or admin access

Each type works one of two ways, and Aimy Expert decides which from the ticks you choose.

A type that holds only Suggest knowledge, See the plan & usage, See payment history and Buy chat credit gives member access. People on it use the chat and cannot open the admin area.
A type that holds any other permission gives admin access. People on it open the admin area, reach every expert and every document, and can use whichever permissions are ticked.

You do not choose this separately. Tick one permission beyond those four and everyone on that type moves to admin access. Clear them again and they move back. When a tick crosses that line, a message tells you how many people now reach the admin area, or how many no longer do.

The permissions

These are the permissions you can tick, in the groups the Accounts page uses. Each one is checked wherever the action happens, not only in the menus.

Group	Permission	What it allows
Knowledge	Create & manage experts	Add experts, change what they know and how they answer, and remove them.
Knowledge	Approve suggestions	Accept or turn down the knowledge colleagues suggest, and mute a contributor.
Knowledge	Suggest knowledge	Propose something for the knowledge base. An admin approves it before it reaches an expert.
Knowledge	Manage shared instructions	Write the rules experts follow on every question, and change or remove ones others wrote.
Knowledge	Manage documents	Add, organise and remove what the experts answer from, including folders and web sources.
People	Answer handovers	Take a conversation that a person asked to pass on, reply to it and close it. See Handing a chat to a person.
People	Read and clear what experts remember	Read or erase what the experts have remembered about a colleague. Every read is recorded in the audit log.
People	Manage members	Invite and remove people, change their account type and choose which experts they reach. Seeing who is in the workspace needs no permission.
People	Manage teams & roles	Create teams and roles, tag documents to them, and switch strict mode on or off. Changing any of these needs the Professional plan as well. Access rules stay enforced for everyone either way.
Connect	Manage channels	Connect and disconnect the places people reach your experts, such as the website widget, WhatsApp, Telegram, Slack and Teams.
Connect	Manage actions	Point an expert at your own systems during an answer, including the credentials it uses to reach them.
Activity	Read conversations	Open what anyone has asked the experts, word for word, and delete a conversation. See History.
Activity	Governance	Open the Governance page and read how the workspace is governed. The page only reports. The controls it lists are changed on the pages that own them, under their own permissions. See Governance.
Activity	Audit Logs	Read the full record of who did what in the workspace, including other admins. See Audit logs.
Billing	See the plan & usage	See which plan the organisation is on, when it expires and how much of its experts, seats and storage is used. Not what it costs.
Billing	See payment history	See what the organisation has paid: order dates, amounts, receipts and who bought.
Billing	Buy chat credit	Top up the chat credit when the allowance runs out. It does not allow changing the plan.

The Billing permissions work in the Aimy hub, where billing lives, not inside the admin area.

If you are an admin without Audit Logs or Governance, those sidebar rows stay visible but dimmed, and the tooltip names the owner so you know who to ask.

Three settings people often look for under Governance are not covered by the Governance permission. Strict mode needs Manage teams & roles. The suggestion switches for each expert and the daily cap per person are set on Suggestions by any admin account, and the cap can only be changed on Professional. Muting a contributor needs Approve suggestions.

Reading the Accounts page

The page, headed What each account type can do, is one table. Each column is one of your types, with the number of people on it in brackets. Each row is a permission, grouped under the headings above. The Owner column says always on every row. Use Search permissions to find one row quickly, for example "conversations".

Anyone with admin access can read this page. Only the owner can change it, and only on the Professional plan.

Changing what a type can do

The owner, on Professional, can tick and untick boxes directly. Each tick saves as soon as you click it. Under each group heading, Select all ticks every permission in that group for a type, and turns into Remove all once they are all on. It only acts on the rows your search is currently showing.

Changes apply straight away to everyone on that type, and they are recorded in Audit logs.

Creating, renaming and deleting types

Click Edit accounts on the Accounts page, or choose Manage accounts in the sidebar. The page has a list of types on the left. The first entry, Everyone, shows all people, and each type shows how many people are on it.

Add a type. Click Add a type at the foot of the list, type a name (up to 80 characters, for example Support lead) and click Add. The new type starts with nothing ticked. Go to Accounts to set what it can do. Two types cannot share a name.
Rename. Click the pencil beside the type, change the name and click Save.
Delete. Click the bin beside a type and confirm. A type that still has people on it cannot be deleted. Move them to another type first.
Reset to default. Puts Owner, Admin and User back to how they started. Custom types nobody holds are removed. Custom types that people are still on are kept, so no one changes hands without you deciding.

The people table on the right lists each person with a drop down to move them to another type. Pick a type on the left to see only the people on it. People who have been invited but have not signed up yet are listed with an invited tag, and the type you choose applies when they do. The search box finds people by name or email. The Owner type itself cannot be given to anyone from here. Ownership is handed over with Make owner on Members.

An admin who holds Manage members can move people between types here, but cannot add, rename, delete or change the types. Moving an admin down to a member type is something only the owner can do.

What is different on Business and Professional

	Business	Professional
Types	The three starting types, fixed.	Add, rename and delete your own, and reset to the defaults.
What each type can do	Fixed.	The owner chooses.
Moving people between types	Yes, on Members.	Yes, on Members and Manage accounts.
Sidebar rows	Accounts and Manage accounts are dimmed with a note about Professional.	Both open.

See Plans to compare plans.

Agent only accounts

An agent only account is for someone whose whole job is answering people who ask for a human. It opens the Handoff queue and nothing else in the admin area. Their sidebar shows Handoff alone, whatever your plan, and any other admin page opens the queue instead. See Handing a chat to a person.