Permission Groups

Overview

A permission group is a saved set of permissions with a name — for example SUPERVISOR or CALL CENTER AGENT. Instead of ticking the same boxes for every person, you set the permissions on the group once and put people in it. When you later change the group, everyone in it changes with it.

You manage groups from CRM → Admin → Team Settings → CRM Team, which has two tabs: Permission Groups, where you create groups and set their permissions, and Members, where you put people in them. Each tab shows how many it holds.

Before You Start

• You need to be an organization Admin or Owner. Other members can see the group list, but not the New Group, Permissions, Rename or Delete buttons, the group pickers, or the selection boxes.
• Groups are for Members only. Admins and Owners already have access to everything, so they can't be put in a group and have no group picker on their row.
• The member list comes from your organization. To add people, see Invite Team Members.

Create a Group

1. Open CRM → Admin, then the CRM Team card under Team Settings, and switch to the Permission Groups tab. (Direct link: /crm/admin?panel=crm-team&tab=groups.)
2. Click New Group.
3. Type a name, such as Supervisor. Press Enter or click Create. Press Escape or click Cancel to back out.

The group appears in the list with 0 members. Names are saved in capitals, so Supervisor becomes SUPERVISOR, and extra spaces are tidied up.

Set the Group's Permissions

1. On the Permission Groups tab, click Permissions on the group's row. A window titled Permissions — SUPERVISOR opens.
2. Tick Read and Write for each area the group should reach. It's the same permission list as for an individual member: AI Phone Agents, AI Assistance, Ticket System, CRM, QA Calls and Phone, each with its own sub-items.
3. Click Save Permissions.

A confirmation tells you how many members were updated. Saving pushes the new permissions to everyone already in the group straight away, so this is also how you change a whole team's access later.

As in the member permissions window, a section has to be switched on before its sub-items, and Write needs Read.

Assign Members

Assigning happens on the Members tab.

One Member

1. Find the person in the member list. The search box matches name, email, role and group.
2. In the group picker on their row, choose the group. It applies straight away.

Choose No group to take someone out of their group. Using the picker doesn't open the member's permissions window; clicking anywhere else on the row still does.

Several Members at Once

1. Tick the box at the start of each person's row, or use Select everyone on this page. Your selection is kept as you move between pages, so you can pick people from several pages.
2. The bar above the list shows how many are selected. Choose the group from its drop-down.
3. Click Apply.

A message confirms how many members were moved. Choose No group before clicking Apply to take everyone selected out of their group instead. Clear empties the selection. You can move up to 200 members in one go.

What Assigning Does

Example: Supervisor & Call Center Agent

A common setup for a call center. The permissions below are a starting point, not a rule — adjust them to how your team works.

1. Create two groups: Supervisor and Call Center Agent.
2. Click Permissions on each and set them, for example:

3. Select all the agents in the member list, choose CALL CENTER AGENT, and click Apply.
4. Do the same for your supervisors with SUPERVISOR.

Try it on one person first and check with them that they can reach what they need, before moving the whole team.

Rename or Delete a Group

Each group's row shows how many members it has, which makes unused groups easy to spot and tidy away.

Reading the Member List

Each member's role button shows their role and, if they have one, their group. The same labels appear in Manage Organization → Members.

Click the role button, or anywhere on the row, to open that person's own permissions window.

Groups and the Organization Chart

The Organization Chart under Manage Organization shows the same groups as boxes, and lets you connect them to set who reports to whom. The two stay in step:

• A group created on the CRM Team panel is added to the chart below Admin. Drag it into place and connect it if you use reporting lines.
• Renaming a group renames its box and keeps its connections.
• Deleting a group removes its box and its connections.
• On the chart itself, each role box has a pencil and an × in its corner to rename or delete it, with the same effect as doing it here.

Reporting lines can only be drawn on the chart. The CRM Team panel is the quicker place to create groups, set their permissions and move people between them.

Things to Know

• Group changes overwrite individual changes. If you adjust one person's permissions and later save the group's permissions again, that person is reset to match the group. For a one-off exception, take them out of the group first.
• A permission nobody granted is denied. If a member can't see a screen, the group (or the member) needs that area switched on — there's no “allowed by default”.
• Assigning replaces, removing keeps. Putting someone in a group can narrow their access; taking them out never does.
• Admins are skipped. Admins and Owners have no selection box. If someone is made an Admin while you have them selected, they're left alone and a message tells you how many were skipped.
• Reload the Organization Chart before saving it. If the chart has been open in another tab while groups were changed here, reload it first — Save Roles saves exactly what's on its canvas.

Troubleshooting