User Roles and Permissions

Every team member has one of three roles. The role decides which pages they see in the sidebar, which settings they can change and, for Agents, which calls they can view. This page lists exactly what each role can do and how to change it.

The three roles

• Owner. The person who created the account. Can do everything, including deleting the account and making another member an Owner. There is always at least one Owner.
• Administrator. Can do everything an Owner can except delete the account or promote someone to Owner. Give this role to office managers and anyone who sets up numbers, AI agents and the team.
• Agent. Handles calls and contacts. Sees the dashboard, their own calls, contacts, campaigns, AI agents, flows, queues and reports, but none of the telephony, team or billing settings. This is the role for everyone on the phones.

Permissions by area

Area	Owner	Administrator	Agent
Dashboard	Yes	Yes	Yes, with their own calls only
Calls	All calls	All calls	Own calls plus live unassigned calls
Contacts	Yes	Yes	Yes
Campaigns	Yes	Yes	Yes
Call Flows (IVR)	Yes	Yes	Yes
AI Voice Agents	Yes	Yes	Yes
Call Queues	Yes	Yes	Yes
Phone Numbers	Yes	Yes	No
Integrations (providers, AI engines, API keys, webhooks)	Yes	Yes	No
Team (invite, edit, deactivate)	Yes	Yes	No
Reports	Yes	Yes	Yes
Business hours	Yes	Yes	No
Call handling (after-call timer, offline sweep)	Yes	Yes	No
Subscription & usage	Yes	Yes	No
Delete account	Yes	No	No
Data exports	All datasets	All datasets	Own calls only
Activity log	Yes	Yes	Yes
Create a workspace	Yes	Yes	No
Promote a member to Owner	Yes	No	No

Every role can edit their own Profile, User preferences, Account security and Notification settings from the user menu, and every role can tidy their own sidebar under Settings > Customise menu.

Which calls an Agent can see

Owners and Administrators see every call in the workspace. An Agent's view is narrower so the live board stays useful without exposing everyone else's history. An Agent sees:

• Calls assigned to them, live or finished. Once an Agent answers a call, or an AI agent hands one to them, it is theirs and stays in their history.
• Live calls that nobody has picked up yet. A call that is ringing or waiting in a queue has no owner, so every Agent can see it and take it. The moment someone answers, it disappears from the other Agents' view.

A finished call that was never assigned to them, or was handled by another Agent or by an AI agent alone, does not appear in an Agent's Calls list, dashboard or exports. The same rule applies to Data exports: an Agent's calls export contains only their own calls.

Reports are workspace-wide

Reports show totals for the whole workspace, so an Agent can see the team's answer rate and busiest hours even though they cannot open other people's calls.

Changing a member's role

1. Open Team
   • In the sidebar choose Settings > Team. You need to be an Owner or Administrator.
2. Edit the member
   • Click Edit on the person. The Edit member form opens with their name, email, phone, Role and Workspaces.
3. Pick the new role
   • Choose the new role from the Role list and save. Owner is in that list only when you are signed in as the Owner. You will see Member updated. The change applies the next time they load the app.

Only an Owner can promote another member to Owner. Administrators cannot change an Owner's role or deactivate an Owner; the Active toggle is disabled on Owner rows.

Deactivating, not deleting

To remove someone's access, switch off Active on their row in Team. Their calls, notes and history stay in place and their seat is freed for someone else. See Adding team members.

Related

• Adding team members
• Workspaces
• Delete account

Need help?

Email us at hello@whautovoice.com and we will get you sorted.