Managing User Roles and Permissions in Your Agency

Getting Started with User Permissions

As an agency administrator, you can control the access levels and capabilities of your team members through granular permission settings. To begin managing a user's permissions:

1. Navigate to Settings > Team.
2. Click the edit icon next to the user you wish to modify.
3. Select Roles & Permissions from the left-hand menu.

Assigning User Type and Role

When configuring a user, you'll need to specify:

• User Type: Choose whether this user belongs to the agency itself or to a specific sub-account.
• Role: Designate the user as either an admin or a standard user, which determines their baseline access level.

Restricting Access to Specific Sub-Accounts

You can assign agency administrators to specific sub-accounts while preventing them from accessing others. For instance, an admin might be granted access to '78th Avenue' and 'A Mailbox NYC' but blocked from 'Baker's Inn'. This maintains their admin privileges within permitted accounts without exposing unauthorized ones.

Assigning Permissions

Agency admins can apply detailed permissions at two levels:

• Module Level: Toggle entire modules on or off to grant or deny access to broad functional areas.
• Granular Level: Use checkboxes to set precise permissions within each module, allowing fine-tuned control over actions and data.

The permission structure is backward compatible with previous versions, ensuring existing settings remain functional.

Permission Definitions

Each permission corresponds to a specific capability within the CRM. Key permissions include:

• AI Agents: Build and manage voice/chat AI agents, training, call logs, and summaries.
• Account Settings: Edit sub-account business info, time zone, domains, branding, and local settings.
• Account Tools: Access utilities like imports/exports, URL redirects, and other maintenance tools.
• Automation: Create and edit workflows/triggers; start/stop automations; view logs.
• Blogs: Create posts, categories, authors; manage blog settings.
• Calendars: Create calendars, assign users, set availability, round-robin rules, and appointment types.
• Certificates: Create and issue course completion certificates for memberships.
• Communities: Manage groups, posts, members, and moderation tools.
• Contacts: Create, edit, delete contacts; perform bulk actions; import/export.
• Conversations: Access the inbox (SMS, email, calls, social DMs); send/receive messages and calls.
• Forms: Build, edit, and publish forms; manage submissions.
• Funnels: Build funnel/website pages, popups, and settings; publish/unpublish.
• Integrations: Connect and manage sub-account integrations (e.g., Google, Facebook, Ads, Email, Phone).
• Launchpad: Use onboarding checklists and quick-start tools.
• Marketing: Send email/SMS campaigns, use Social Planner, templates, and scheduling.
• Medias: Manage the media library (images, videos, files).
• Memberships: Manage courses, lessons, offers, bundles, access levels, and learners.
• Opportunities: Manage pipelines, stages, deals; create pipelines, update values and statuses.
• Orders: View and manage order records from checkouts and products.
• Payments: View payments, refunds, invoices, receipts.
• Payment Settings: Connect and manage payment gateways (e.g., Stripe, Authorize.net) at the sub-account level; manage taxes, receipts, dunning.
• Products: Create and manage products, prices, and variants for selling.
• QR Codes: Create and manage QR codes linking to pages/forms.
• Quizzes: Create and manage quizzes for courses or lead capture.
• Dashboard: View analytics and performance widgets.
• Reputations: Request and manage reviews, reply to reviews, connect listings, manage Reviews AI agents.
• Subscriptions: Create and manage recurring plans, subscriber status, cancellations.
• Sub-Account Transfers: Initiate or manage eligible sub-account transfers between agencies. Use cautiously as transfers affect ownership, access, billing, and settings.
• Surveys: Build, edit, and publish surveys; manage responses.
• Taxes: Configure tax rates/rules for sales.
• Transactions: View ledger of charges, refunds, payouts.
• WordPress: Connect and manage WordPress plugin/site sync.

Sub-Account Settings (Granular Permissions)

As your agency expands, you may delegate sub-account administration without granting full access to sensitive areas. Sub-Account Settings permissions control who can view, edit, or manage key sub-account areas, including:

• Sub-Accounts List Page: Control who can view and manage sub-accounts.
• Manage Client Page (Basic Details): Limit access to client-level configuration.
• Sub-Account Billing: Restrict billing and financial actions.
• Sub-Account Company Settings: Restrict access to high-impact company configuration settings.

If a user attempts to access a restricted area or perform a restricted action, the CRM displays a message indicating the action is not permitted for their role.

Preventing Users from Creating New Sub-Accounts

Creating new sub-accounts is controlled at the agency level. To restrict this ability:

1. Go to Agency view > Settings > Team.
2. Open the user's settings and select Roles & Permissions.
3. Locate the Sub-Accounts (Agency module).
4. Uncheck Create Sub-Accounts (and Delete if desired).
5. Toggle Sub-Accounts to Off to hide the module entirely.

User Management: Login As

The Login As permission controls whether an agency admin can impersonate another user via the Login As feature. By default, this is enabled. If disabled, the Login As option is hidden for that admin. This setting is found under Agency Settings > Team > Edit user > Roles & Permissions > User Management.

Copying Permissions

Agency admins can copy permissions from one user to another, streamlining the setup process for new team members with similar access needs.