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Set what a team member can see and do

Each team member has an access page that sets what they can reach. To open it, go to Admin → Team and click the team member (or their Access button). Team at the top of the page takes you back to the list.

Permissions

Access is made of four separate permissions. Each one is granted on its own, and none implies another:

• Read chat: open the conversation and read its messages.
• Read table: see the customer's row in the phases table: their phase, contact details, and custom column values.
• Edit cells: change the customer's custom column values.
• Move phase: move the customer to another phase, or decline a pending request from their phase.

The page opens with a sentence summing up what the team member can reach, then three cards. Each row has one cell per permission. Click a cell (or focus it and press Enter or Space) to cycle it: not set (—), ✓ Allow, ⊘ Deny. A Deny always wins: if anything denies a permission, the team member does not have it there, whatever else allows it.

The ⋯ menu at the end of a row fills it in one step: Chat + table, Table only, Table + move, Everything, or Clear. These set the row's allows and leave its denies as they are.

Senders

One row per sender. Its permissions apply to all current and future conversations on the sender. The switch at the start of the row puts the sender in the team member's scope: a team member only ever reaches customers on senders in their scope. With the switch off, the row reads No access on this sender; turning it off also removes the row's allows and any conversation allows on that sender. Allowing anything on a sender turns its switch on. Leave the switch on with no permissions when the team member works the sender only through phases: the row then reads Reached only through phases.

Phases

Each playbook lists its phases, one row per phase. With more than one playbook, click a playbook's name to show or hide its phases; the name shows how many of its phases have permissions set, and playbooks with permissions start open. A permission granted on a phase follows the customer: the team member holds it while the customer is in that phase and loses it when the customer moves on. For example, a closer can get Read table and Move phase on your sales phase to work the pipeline in the phases table without reading any conversation.

Specific conversations

Lists the conversations that have their own permissions. To add one, type a customer's name or number in the search box and pick the result: the conversation is added with Read chat and Read table allowed, and you can adjust any permission. Use Deny to exclude a conversation from a sender-wide permission. × removes the conversation's own permissions, its denies included (you are asked first when it has one).

Seeing the effect before you save

As you edit, each cell shows what the team member would actually get:

• An Allow that something else cancels is struck through, with the reason under the row: the deny that removes it, or the team member's role not allowing it.
• ✓ inherited marks a permission the team member gets from another row, such as a sender-wide allow reaching a conversation.
• ⚠ under a row points out a deny that removes a permission for only some of the customers the row reaches, or a change worth a second look, such as a new Read chat, which lets the team member read message content.
• A changed phase row shows roughly how many customers are in that phase, with + when the team member gains Read table there and − when they lose it. When a sender or conversation row also gives them Read table, the count shows without a sign, since some of those customers may already be visible to them. A conversation whose Read table deny changed shows that it hides or unhides that customer.

The bar along the bottom of the page shows the number of changes and offers Save and Discard. Nothing changes until you save, and leaving the page with unsaved changes asks first. Once you save, any page the team member has open reloads to show their new access; if they are in the middle of typing, it waits until they finish.

Owners and admins

Owners and admins can see every conversation on their senders, so allowing them something adds nothing; a Deny still applies to them, so their cells offer only Deny. The owner always keeps every sender in scope and cannot be denied Read chat, so the owner can always read, and be alerted about, every escalated conversation: their switches cannot be turned off, and their Read chat cells offer no Deny.