Roles and permissions

Every member of your organization has one role. You can belong to several organizations with a different role in each: the role belongs to the membership, not to the person.

Owners

The person who created the organization is its first owner. Owners can do everything managers can, and also:

• edit the intake form and its confirmation popup;
• invite, disable and remove members and change their roles (Team);
• see the team and request statistics and download them;
• change the organization settings, including the logo, colours, call limit and data retention;
• download all requests as a file and permanently erase a customer (Privacy and your data);
• choose a plan and manage billing (Plans and billing).

An organization always keeps at least one owner. An owner can hand the role to a colleague and step down, but only another owner can give it back.

Managers

Managers coordinate the requests. They:

• see every request, pending, routed and closed (The requests list);
• assign, reassign and cancel requests, and raise the call limit of a single request (Route a request);
• are told when a professional accepts or declines;
• choose how customers appear in the lists (How customers are shown).

Professionals

Professionals look after people. They:

• see only the people assigned to them, under My customers (Your customers);
• accept or decline each assignment;
• book calls, record how they went and close the request when no more calls are planned (Book and record calls);
• keep their own agenda.

A professional never sees requests assigned to someone else.

Everyone

Whatever their role, every member can:

• write to colleagues and discuss requests in Messages;
• get notifications in the app, by email, on their phone and, if the organization has it, on WhatsApp;
• edit their profile and turn on two-factor sign-in.

At a glance

	Owner	Manager	Professional
See all requests	✓	✓
Assign and cancel requests	✓	✓
Accept, book calls			✓
Close a request	✓	✓	✓
Messages and notifications	✓	✓	✓
Intake form, team, settings	✓
Statistics and exports	✓
Billing	✓