How do I assign 'Permissions' to my 'Users'?

How do I assign 'Permissions' to my 'Users'?

Only Owner/Super Admin can edit permissions. Go to Manage → Permissions, pick a feature (Logs, Reports, Users, Call Flow), then use the role–permission matrix (View / Add–Edit / Restricted) and click Update. Validate by testing with a user from each role.

Table of contents

  • When to use this
  • Prerequisites
  • Roles & permission levels
  • Step-by-step (new sidebar layout)
  • Confirm it worked (success criteria)
  • Edge cases & FAQs
  • Troubleshooting matrix
  • Still need help?

When to use this

Use permissions to limit access to sensitive data, simplify the UI for agents, and prevent accidental changes to configuration.

Prerequisites

  • You are signed in as Owner or Super Admin (only these can change permissions).
  • You know which features each role should access (e.g., Agents: Logs(View) only).
  • (Optional) Have a test user for each role to validate changes.

Roles & permission levels

Built-in roles

  • Administrator — Full or near-full access to modules and settings.
  • Manager — Access to team Reports/Logs and performance; limited configuration.
  • Call Agent — Handles calls; sees own logs and basic items.

Permission levels

  • View — Read-only; can open pages but not change settings.
  • Add/Edit — Create or modify resources on that feature.
  • Restricted — Access removed; feature is hidden or blocked.

Screenshot 2025-08-23 124928.png

Step-by-step (new sidebar layout)

  1. Open Permissions
    • Go to Manage → Permissions.
  2. Choose a feature
    • From the left list, select a module (e.g., Logs, Reports, Users, Call Flow).
  3. Set role permissions
    • In the matrix, for each role (Admin, Manager, Agent), pick View, Add/Edit, or Restricted.
  4. Save
    • Click Update (bottom).
    • Need to revert? Click Reset to Default (top-right).
  5. Apply to more features
    • Repeat steps 2–4 for each feature you want to control.
  6. (Optional) Scope agent visibility
    • If available in your plan, set Agents to View own only vs View team/all in Logs/Reports.
  7. Have users refresh
    • Changes take effect on next page load; ask users to refresh or sign out/in.

Confirm it worked (success criteria)

  • Admin: Can open Users and Call Flow and make edits.
  • Manager: Can open Reports/Logs; cannot edit Call Flow (if set Restricted).
  • Agent: Sees Logs but no Users or Call Flow (if Restricted).
  • In-app, restricted menu items are hidden or show an access denied message.
  • Validation tip: Use a test Agent account in a private window to confirm visibility.

Edge cases & FAQs

  • Why is a toggle greyed out? Your plan may not include that control; or only Owner/Super Admin can change it.
  • Changes not visible to users? Ask them to refresh or sign out/in; some caches clear on re-login.
  • Conflicting expectations (Manager can still edit)? Check if the feature has sub-permissions (e.g., Logs: View All vs View Own). Align both.
  • Audit trail available? Check Settings → Audit/Activity (if enabled in your plan) for who changed permissions and when.
  • Mobile app parity? Some admin pages are web-only; use the web app to edit, then verify mobile behavior with a test Agent.

Troubleshooting matrix

Symptom

Likely cause

Where to check

Fix

“Update” is disabled

Not Owner/Super Admin

User menu → Role

Switch to an eligible role

Agent still sees Users menu

Feature not set to Restricted

Manage → Permissions → Users

Set Agent = Restricted, click Update

Manager can’t see Reports

Role = Restricted for Reports

Manage → Permissions → Reports

Set Manager = View or Add/Edit

No change after saving

Browser/app cache

User action

Hard refresh or sign out/in

Only some features changed

Edited a single feature

Left feature list

Repeat for each required feature

Still need help?

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