Capability Grants
A grant gives a Member one specific job without promoting them. A Member can hold several, and a grant only ever adds access.
| Grant | What it unlocks |
|---|---|
| + Tickets | The unified ticket queue for the whole workspace: view, claim, reply to, resolve, assign, tag and prioritise tickets in every channel. |
| + X | The X configuration pages for the workspace's X accounts: Messages, Listening, Safety, and Agent Settings (Language and Brand Voice), plus the X actions in the inbox such as ignoring an account. |
| + Messages | Sending messages to channel chats as the channel's agent, from Ask AI. See + Messages for exactly what it covers. |
| + Knowledge | Managing the workspace's Knowledge Base: "Add, edit and publish the workspace's knowledge base and canned responses." See + Knowledge. |
Owners and Admins already hold every grant: "Owners and Admins hold every grant by role. Grants are for Members." A grant is the alternative to promoting a Member. Channel admins have no seat, so grants don't apply to them until they become a Member.
Giving someone a grant
Both the Owner and Admins can assign grants, in an invitation or any time after the person has joined.
In an invitation
When you invite people from Team in Settings (workspace switcher, Workspace settings, Team), select Customize access in the Invite new members form on that page; the options expand in place. Choose the role, Member or Admin, and tick any Additional grants: Tickets, X, Messages or Knowledge.
- Everyone in one invitation gets the same access. If someone needs different access, send them a separate invitation.
- Grants go with Member invitations only. An Admin invitation carries none, because Owners and Admins hold every grant by role.
- The grants apply the moment the person accepts.
- An invitation carries no verification. Each channel is verified separately.
After someone has joined
- Open the workspace switcher, select Workspace settings, then Team.
- Find the person on the Team Members tab and select Manage Access.
- Under Grants, tick the ones they should have. Each checkbox carries a one-line description of what it opens.
- Select Save.
The change takes effect immediately, with no re-invite and no sign-out. Their sidebar unlocks when they reload.
An Admin can't change the Owner's row, another Admin's row, or the Admin level itself.
A held grant shows on the roster as a chip next to the person's level (+ Tickets, + X, + Messages or + Knowledge), and you can filter the roster by it.
Every workspace is on Pro at no cost during the beta, so every grant can be assigned. Once paid plans are introduced, a grant your plan doesn't include will be refused with "Your plan doesn't include this grant. Upgrade to assign it." See Billing & Payers.
+ Tickets
A plain Member can't see the unified ticket queue. + Tickets opens it across the whole workspace, so the holder can:
- See every ticket in every channel the workspace manages, on the workspace's Tickets page.
- Claim, reply, resolve, reopen, assign, tag and prioritise.
- Receive the workspace's cross-channel ticket alerts, in the inbox, the bell and email.
Writing into a channel normally requires verification. + Tickets is one of two exceptions (the other is + Messages): the holder can answer tickets in a channel they've never verified on. It adds nothing outside tickets, so agent configuration and moderation still need a verification.
An Owner or Admin sees the whole queue by level. A + Tickets holder sees the whole queue by grant. A verified admin sees only their own channels' tickets, with a Filtered badge saying so. All three are working the same queue.
If the grant is removed
Their workspace-wide ticket access ends. If they hold an active verification on a channel, they still see that channel's tickets through the verification; otherwise the Tickets page locks. Anything they already did stays in each ticket's activity log.
+ X
X can't tell Fren One who legitimately holds an account, so X accounts have no verification. X configuration access is decided in Fren One instead:
- Owners and Admins configure X by level.
- Members configure X only if they hold + X.
The grant covers everything on the X configuration side: composing and scheduling in Messages, listening profiles and the ignored-accounts list, the Safety settings, and Agent Settings including Language and Brand Voice. It also covers the X actions that appear in the workspace inbox.
X data is not gated by the grant. Every workspace member reads an X account's overview, inbox, reports, Ask AI and audit log, the same as any other channel.
Connecting an X account or moving it between workspaces is workspace management, so it stays with the Owner and Admins whatever grants a Member holds. X accounts have no Unlink: removing one is Delete, which only the Owner can do. See Detaching Channels.
What a Member without + X sees
The X configuration pages are locked, not hidden. They stay in the sidebar with a lock, and hovering it says "Requires the X grant. Ask a workspace owner or admin." Opening one shows the same answer: "This page unlocks with the X grant. Ask a workspace owner or admin to add it to your access."
Everyone with X access uses the same connected account, and X only sees the company account. Fren One's audit log records who made each post and configuration change.
+ Messages
+ Messages lets a Member confirm these Ask AI actions, sent as a channel's own agent:
- Post a message into a channel's chat as the agent: the Telegram group, or a Discord channel you choose.
- Send a private message to one member of a channel as the agent.
- Delete a message Ask AI sent. This is the undo for a post, and nothing more: it can't reach messages that members wrote, because deleting those is moderation.
Each action shows a confirmation card with the full text and the destination; nothing is sent until you confirm. Messages are plain text: mentions are suppressed and attachments aren't supported. A private message only arrives if the member allows it: on Telegram they must have started a chat with the agent, and on Discord they must allow direct messages from server members. If not, the card says so.
- Verification doesn't give it. Being a verified admin of a channel isn't enough; you need a governance level or the grant. Give it to the person who runs announcements, not to every verified admin.
- It isn't agent administration. + Messages doesn't open agent configuration, moderation, or any settings page for the channel. Those still need a verification. It also has nothing to do with the Messages page of an X account, which belongs to + X.
If the grant is removed
The person can no longer confirm send, private message or delete cards. Messages already sent stay in the channel, and the actions stay in the audit log.
+ Knowledge
Every workspace member reads the Knowledge Base. + Knowledge lets a Member change it, the same as the Owner and Admins:
- Add, sync, re-crawl and remove sources, and change their schedules and update policies.
- Write, edit, publish and delete articles and Q&A in the Library, and organize collections.
- Assign owners, review cycles and reviewers, and comment. See Reviews.
- Draft, publish and dismiss fixes on the Gaps tab, run backtests, roll back to a snapshot, and run Find questions from chats.
- Change Knowledge access and the Q&A switches.
- Create, edit and delete ticket canned responses, which are the Knowledge Base's macros.
- Edit agents and each channel's settings on the Agents page, including the in-chat assist switches under Team tools.
- Confirm knowledge base actions that Ask AI proposes.
It doesn't cover the Integrations page, which stays with the Owner and Admins.
Verification doesn't give it. Knowledge is workspace-level, so being a verified admin of a Telegram group or Discord server doesn't let you edit it. Without the grant, a verified admin keeps one setting for their own channel: which admins' messages it captures into the Knowledge Base.
Reviewing doesn't need it. Anyone asked to review an item can edit that item's draft, comment and approve it while the review is open.
What a Member without + Knowledge sees
The whole Knowledge Base, read-only. New and the write actions aren't offered, and an item says "You can read this item. Knowledge managers edit and publish it." The test panel works for everyone.
If the grant is removed
The person can no longer change the Knowledge Base. What they published stays, and every change stays in the item's version history and the audit log.
What grants deliberately don't do
- They can't replace verification. No grant opens agent configuration or moderation for a Telegram group or Discord server. To let someone manage a Discord server, add them to an agent admin role in Discord and let them verify.
- They never reduce access. A grant only adds.
Next steps
- Who Can Do What: the full matrix, with the grant columns
- Alerts & Notifications: grants decide what you're told about, too
- Ownership & Teams: the Team page and its tabs
- 📡 Listening: one of the pages + X unlocks
- Knowledge Base: what + Knowledge unlocks
- Joining a Workspace: invitations, including inviting with grants