The Manager is a new role that has a wider range of permissions than the Agent. With the certain setup, the Manager may have identical access with the Administrator. The only essential difference is that the Manager cannot create, edit or manage other users with Manager or Administrator roles.
Managers have full control over Agents only if they have access to Team.
Access to account sections
You can define the Manager’s access to the following account sections:
- Team
- Call Flow
- Numbers & Web widgets
- Account
Team
Checked: allows the Manager to manage any Agents.
Not checked: this section will be only available with view permissions.
Call Flow
Checked: the Manager will have the same permissions as the Administrator, with the only difference that the Manager can only edit Agent profiles.
Not checked: this section will be only available with view permissions.
Numbers & Web widgets
Checked: the Manager will have the same permissions as the Administrator.
Not checked: this section is unavailable.
Account
Checked: the Manager will have the same permissions as the Administrator, except they won't be able to request account cancellation.
Not checked: this section is unavailable.
Access to calls & voicemails
The Manager has only one access level: Call flow. You cannot set any other access level.
Additionally, you can select the business numbers and web widgets the Manager will have access to in their Journal.
In the example below, the Manager will see all calls and VMs coming to local numbers: NY, LA and Toronto, along with the widget called Widget name.
However, calls to/from San Francisco will be unavailable for the Manager.
Access to messages
Just like with Agents, you can assign the business number(s) the Manager will have access to, meaning this Manager will be able to view and send SMS/MMS from the selected business number(s).
Access to outgoing calls
Just like with Agents, you can assign the business number(s) the Manager will be able to use for outbound calls.
If set up properly, the Manager may have access to calls and messages for all business numbers, but he/she will be able to make outbound calls only from certain ones, or none of them.