Roles and permissions

Every person in a company has one role per company. The web app reads the table below to decide what to show. The server is the authority: the gateway checks the role on every request, so hiding a button is never the only protection. If the two ever disagree, the server wins. To change a person’s role see team and roles.

The eight roles

Role	In one line
Owner	Everything, including billing and sub-accounts. At least one owner always exists.
Admin	Everything except owner-only items. Can assign every role but Owner.
Supervisor	Runs the floor: starts and stops campaigns, listens in, sees people and results. Cannot change setup.
Agent	Takes calls at the desk.
Licensed agent	An agent who may take hand-overs that need a licence.
Quality reviewer (`qa`)	Reviews calls and results. Reads everywhere. Writes only quality work.
Compliance	Owns safety rules and records. Reads everywhere. Writes only safety.
Client viewer	Looks at numbers only. Nothing can be changed.

Who sees which screen

Yes means the screen is in the menu. The new design calls Today “Home” and Desk “My desk”.

Screen	Owner	Admin	Supervisor	Agent	Licensed agent	QA	Compliance	Client viewer
Today	yes	yes	yes	no	no	yes	yes	yes
Campaigns	yes	yes	yes	no	no	no	no	yes
People	yes	yes	yes	no	no	no	yes	no
Live	yes	yes	yes	no	no	no	no	no
Desk	no	no	yes	yes	yes	no	no	no
Quality	yes	yes	yes	no	no	yes	yes	no
Safety	yes	yes	yes	no	no	no	yes	no
Results	yes	yes	yes	no	no	yes	no	yes
Setup	yes	yes	no	no	no	no	no	no

After sign-in a person lands on Today if they can see it, otherwise on the Desk, otherwise on Quality.

Who may do what

Action	Who
Start, pause and stop a campaign	Owner, Admin, Supervisor
Create or edit a campaign	Owner, Admin
Import lists	Owner, Admin
Reveal full phone numbers	Owner, Admin, Compliance
Listen in, whisper, take over a live call	Owner, Admin, Supervisor
Review a call (confirm or change an answer)	Owner, Admin, Quality reviewer
Edit scorecards	Owner, Admin
Edit safety (do-not-call list, consent, rules)	Owner, Admin, Compliance
Set up bots, team, phone numbers, integrations, company details	Owner, Admin
See the Setup billing page	Owner, Admin
Manage billing	Owner
Create sub-accounts	Owner
See people’s names instead of ids	Owner, Admin, Supervisor
Take calls at the desk	Agent, Licensed agent, Supervisor

What the server allows

The gateway applies a coarse gate before any service sees the request.

Owner and Admin: everything the services allow.
Supervisor: everything except changing setup (clients, bots, queues, campaigns, lists, result and pause codes, trunks, inbound routes, media nodes, caller IDs, integrations, safety, scorecards).
QA: reads everywhere, writes only quality.
Compliance: reads everywhere, writes only safety.
Client viewer: reads only.
Agent and licensed agent: an allow-list only: their own state, stats and licences, journeys, leads and callbacks, dialing a person they hold, skipping, and the media connection.

Inside the safety service, actions that only make calling stricter (adding a number to the do-not-call list, revoking consent) are open to more roles than actions that could loosen a rule, which need Owner, Admin or Compliance. The gateway gate above is applied first.

Masking by role

Supervisor, QA and Client viewer see phone numbers as …1234 (last four digits), also in the live feed.
Answers marked sensitive in a bot’s fields are masked (••••73) except for Owner, Admin, Supervisor and Licensed agent. A Client viewer sees no birth dates.
A preview-dial card shows the full number only to Owner, Admin, Agent and Licensed agent.
Attempt lists show only the last four digits to everyone.
Transcript text goes only to roles that may read transcripts: Owner, Admin, Supervisor, QA and Compliance.

Operators of the platform are a separate set of roles, described in the platform overview.