About Light Users
A Light User is a Help Scout role with limited access. Light Users can view information and collaborate with your team, but they can’t reply to customers or manage conversations.
This article explains how the Light User role works, what this role can and can’t do, and how to add them to your account.
| Permissions & Plans Access | |
|---|---|
| Plans With Access | Plus and Pro |
| User Roles and Permissions | Account Owners and Administrators can manage |
In this article
Permissions and Restrictions
A Light User has a default set of permissions, with additional permissions that the Account Owner or Administrator can enable.
Here's an overview of this role:
| Light Users can ✅ | Light Users cannot ❌ | |
|---|---|---|
| Inbox | ||
| View conversations (including attachments) | Reply or schedule replies to conversations | |
| View customer and company profiles | Edit customer and company profiles | |
| Add, edit and delete their own notes only | Edit or delete notes by other users | |
| Docs | ||
| View articles | Edit Docs sites, articles, categories, or collections | |
| Messages & Beacon | ||
| Create, edit and delete Messages & Beacons * | ||
| Reports | ||
| View reports | ||
| Export reports * | ||
| Manage report views * | ||
| Others | ||
| Access the API or apps | ||
| Be on a team | ||
| Manage any account settings | ||
| Access the mobile app | ||
* When permission is enabled.
Change an Existing User to a Light User
The above restrictions will apply when you change an existing user to a Light User.
When you change a user to a Light User, they’re unassigned from active conversations and removed from any teams.
To change a user role, go to Manage > Users > [Choose the user] > Permissions and select a new role from the Role dropdown.
Light Users on Your Plan
Light users are available on Plus and Pro plans only.
How many Light Users are included in my plan?
The number of Light Users that are included depends on which plan your account is on.
If you're not sure which plan you're on check out the Plan Overview page in your account and compare to the below, or reach out to our support team to learn more.
Current Plus and Pro plans
If you are on a current Plus plan, the top of your plan overview looks like this:
Note: If there is a badge next to the plan that says Legacy, see information on legacy plans below.
Current Plus plans include 5 Light Users at no extra cost. You can add more for an additional fee, up to 25 Light Users total.
The current Pro plan page looks like the above, but has a gray top border and says Pro instead of Plus. Current Pro plans include 15 Light Users at no extra cost. You can add more for an additional fee, up to 50 Light Users total.
Legacy Plus plans
If you are on a legacy Plus plan, the top of your plan overview looks like this:
The legacy Plus plan includes up to 25 Light Users.
The legacy Pro plan page looks like the above, but has a gray top border and says Pro instead of Plus. Legacy Pro plans include up to 50 Light Users.
You can purchase additional Light Users as an add-on to your plan.
Contact-based plans
For contact-based plans, your Plan overview page will look like this:
The contact-based Plus and Pro plans include unlimited Light Users at no additional cost.
Use Cases
Some common ways teams use Light Users:
- A product management or engineering team will benefit by being able to read past conversations and view customer feedback or learn about bugs.
- A finance team can help the support team with their billing-related conversations by leaving helpful notes.
- New team members on a support team in training can leave notes and view conversations, without the risk of accidentally sending a customer reply.