Delete a custom role

Deleting a custom roleRole A set of permissions that decides what someone can see and do on a case, such as staff or clients. you no longer use frees one of the 17 places your hub has for roles of its own. A role can go once nobody holds it on a case, no automation uses it, and no e-sign or task template gives it work to do. The built-in roles, staff, clients and bots, can't be deleted.

1. 1

   See who holds it

   In Settings › Roles, the Users column shows how many people hold each custom role, on any case. Choose the number to list them: each row names the Case, its Tag ID and Status, and the Person holding the role there, closed cases included. After a change, the number and the list can take a few minutes to catch up.

2. 2

   Move people off it

   Choose each row to open that case's Edit Case, and pick another role in the person's row, or take them off the case with ×. Then choose Save Changes. On a closed case, set Case Status to Active and choose Save Changes first, then change the role; taking someone off works either way. If the person is disabled, activate them before changing their role, or take them off the case. The new role's welcome rules run for them on that case. See Edit a case's details and team.

3. 3

   Take it out of automations

   In Automation › Bootstrap Cases, choose Remove on each rule for the role, then Delete. Do the same for each person added in that role in Automation › Assign Cases.

4. 4

   Give its template work to another role

   In the Library, find each e-sign template with a field the role fills, under Field Logic › Participants, and each task or child task that lists it under Who can be assigned?. Pick another role there. A published template can't be edited, so duplicate it, change the copy, publish it and delete the old one. See Understand templates in the Library.

5. 5

   Delete the role

   Back in Settings › Roles, choose ⋮ in the role's row, then Delete, and Delete again to confirm. This can't be undone.

Only Admins can delete roles.

What happens next

The role leaves the list at once. It's also taken out of every template's and office location's roles, published templates included, and out of each person's settings, such as the roles they may add people as. A template or office location that only that role could use, besides Bots, isn't offered to your team until you give it another role.

If something goes wrong

• "This role can't be deleted while people hold it on cases. Move them to another role first." Someone still holds it, perhaps on a closed case. Choose See who holds it beside the message to list them, then follow step 2.
• "This role is used by an automation. Remove it from the automation first, then delete it." Follow step 3.
• "This role is assigned work in an e-sign or task template. Assign it to another role first, then delete it." Follow step 4.