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What are Granular Permissions for Voice AI Agents?

Granular permissions for Voice AI Agents provide detailed control over what team members can see and do within the AI-powered calling features of your CRM. These settings allow you to assign specific access rights, ensuring that users can only interact with the parts of the Voice AI system that are relevant to their role. This prevents accidental changes to sensitive configurations and streamlines your team's workflow by presenting each user with only the tools they need.

Key Benefits of Using Granular Permissions

Implementing these permissions offers several advantages for security and operational efficiency:

Protect Agent Configurations: Prevent unauthorized or unintentional edits to the logic and behavior of your Voice AI agents.
Define Clear Roles: Assign specific permissions for viewing dashboards, managing goals, or configuring agents, so each team member understands their responsibilities.
Streamline Onboarding: Quickly grant appropriate access levels to new support staff, trainers, or administrators as your team expands.
Enhance Security: Users without any Voice AI permissions will not see Voice AI options in the navigation menu, reducing the chance of accidental access.

How to Configure Granular Permissions

You can set these permissions for individual staff members through the CRM's settings.

Step 1: Access Staff Management

From your sub-account dashboard, click on Settings in the lower-left corner. In the left-hand navigation panel, select My Staff. Find the staff member you wish to update and click the Edit (pencil) icon next to their name.

Step 2: Navigate to AI Agent Permissions

Within the staff member's edit view, use the secondary navigation bar on the left to click on Roles and Permissions. Scroll down the list until you find the section labeled AI Agents.

Step 3: Set the Permission Toggles

You will see several permission toggles. Switch them on or off according to the user's required access level. The available permissions are:

View & Manage Voice AI Agents (This is the primary control for agent management)
View Voice AI Agent Goals (Read-only)
View & Manage Voice AI Agent Goals
View Voice AI Dashboard

Step 4: Save the Changes

After configuring the toggles, click the blue Save button to apply the new permissions to the user.

Understanding the Permission Types

View & Manage Voice AI Agents

This is the main permission for full agent management. When enabled, a user can create, edit, delete, and configure Voice AI agents, including assigning phone numbers and updating settings. This permission also enables the goal-related permissions. If this permission is disabled, the entire Voice AI Agents list is hidden from the user, and they cannot create or modify any agents. Note that dashboard visibility is controlled by a separate permission.

View Voice AI Agent Goals (Read-only)

This permission is ideal for team members who need to see how an agent is configured but should not be able to make changes. When enabled, the user can view the Agent Goals tab in a read-only state. When disabled, the Goals tab is completely hidden, protecting sensitive automation logic.

View & Manage Voice AI Agent Goals

This permission grants full control over an agent's behavior and goals. Users with this access can configure knowledge bases, post-call workflows, data extraction fields, and advanced actions. A user must have this permission to upgrade to the new Voice AI experience. If disabled, the Goals tab is hidden when editing an agent, though goals can still be set during the initial agent creation.

View Voice AI Dashboard

This permission is for users who need to monitor performance, such as supervisors or analysts. When enabled, it provides access to dashboards showing call transcripts, summaries, recordings, and key metrics for both test and live calls. When disabled, the Voice AI dashboard is hidden throughout the CRM interface.

If a user is not granted any Voice AI permissions, all Voice AI navigation items will be hidden from their view in the interface. Furthermore, if a user's permissions are revoked while they are actively using the Voice AI features, the CRM will immediately block their actions and display a permission denied message.

Frequently Asked Questions

Q: Are these permissions configured at the agency level?
A: No, granular Voice AI permissions are set individually for each sub-account.

Q: Can I apply the same permission set to multiple users at once?
A: Yes. You can manage permissions for multiple users by going to Settings > My Staff.

Managing Granular Permissions for Voice AI Agents