Roles and access in Commerce

Everyone who uses Commerce has one Commerce role for each company they work in: Admin, Agent or Viewer. The role is set on your Nucleo account by an owner or admin of your company, and it applies to every area of Commerce.

Customer care adds a second layer: the team you belong to. Being in the Customer Service team, or in an operational team such as Logistics, decides who manages a ticket's fields, who can close it and who reads customer requests. See Teams and roles in Customer care.

Commerce roles

Role	What it's for
Admin	Sees every ticket and every store page. In Customer care, reads customer requests and can open a ticket towards any team.
Agent	Works tickets and store operations: opens and answers tickets, syncs transfers, records receiving reasons, runs counts.
Viewer	Can look, cannot act. Browses every page, reads tickets, dashboards and analytics, and exports lists.

What each role can do, area by area

Area	Admin	Agent	Viewer
Customer care	Everything an Agent does, on every ticket. Reads customer requests even outside the Customer Service team.	Opens, answers and follows tickets. What else depends on the team: see Teams and roles.	Reads tickets, the dashboard and analytics; exports CSV and PDF. Can't open or answer tickets.
Stores	Everything an Agent does.	Sync Shopify, recording the reason for units not found, stock counts.	Reads movements, stock and alerts.

Working with read-only access

With the Viewer role, Commerce shows a notice at the top of the page saying that your role in this module is Viewer. You see the same pages as everyone else, but the actions that change data, such as New ticket or Sync Shopify, aren't shown.

Tip

If you need to make changes, ask an owner or admin of your company to change your Commerce role to Agent.

Access to your store in Stores

Stores keeps its own list of the people who can work on your store, in Commerce > Settings > Stores > Permissions. Each person's store role follows their Commerce role:

Commerce role	Store role shown in Permissions
Admin	Admin
Agent	Editor
Viewer	Viewer

The store role is updated from the Commerce role when the person signs in, and someone who loses access to Commerce is removed from the list at their next sign-in. So change roles where you manage your company's people, not in Permissions. See Stores and locations.

Change someone's access

Commerce roles are managed together with the rest of your company's people and modules. Owners and admins of your company give access to Commerce, choose the role and remove it.

See Roles and permissions and Managing people and companies.

Note

Team membership in Customer care (Customer Service, Logistics…) is separate from the Commerce role and is set in the Customer care configuration. See Customer care configuration.

When an area says you have no access

Message	What it means	What to do
Customer Care isn't active for this company	Customer care hasn't been activated for the active company.	Switch company from the sidebar, or contact the Nucleo team to enable it.
No Customer Care access for this company	Your account doesn't have access to Customer care in the active company.	Switch company, or ask an owner or admin of your company.
Customer requests are restricted to the Customer Service team.	Only the Customer Service team and admins read customer requests.	Ask to be added to the Customer Service team if your job requires it.
The company name followed by is not set up yet	The store workspace that Stores reads from hasn't been initialized for this company.	Ask your Nucleo admin to initialize it.