Chat To ClientsHelp Center

How can we help?

Knowledge base › Settings › User Settings

Manage Agency User Roles and Permissions in Chat To Clients CRM

Managing agency user permissions helps you give team members the access they need without exposing unnecessary accounts, modules, or sensitive settings. Chat To Clients CRM lets agency admins control user type, role, sub-account access, module visibility, and granular actions from one permission-management area.


Properly configured permissions make onboarding easier, support safer delegation, and help protect sensitive agency and client information.


If you need to manage users who work inside a specific sub-account, see Manage Sub-Account User Roles & Permissions.

TABLE OF CONTENTS

What Are Agency User Roles and Permissions?


Agency user roles and permissions determine which Chat To Clients CRM accounts, modules, settings, and actions a team member can access. Understanding the difference between User Type, Role, account assignment, and individual permissions helps you provide the right level of access without giving users broader visibility than their responsibilities require.


Chat To Clients CRM provides several layers of access control:







For users who need access to selected client accounts without agency-wide access, use the Account user type and assign only the required sub-accounts.

Key Benefits of Agency User Roles and Permissions


Granular permission management helps agencies match access to each team member's responsibilities. This becomes especially important as teams grow, responsibilities become more specialized, and sensitive functions such as billing, account transfers, integrations, and user administration need tighter controls.







User Type and Role


User Type and Role solve different access-control needs. User Type determines the scope in which a person operates, while Role determines their level of authority within that scope. Configuring both correctly helps prevent users from receiving broader access than intended.


User Type




When you select Account, assign only the sub-accounts the user needs to access.


Role


Choose the role that matches the user's responsibilities:



Restrict Access to Specific Sub-Accounts


Sub-account assignments let you give a team member access to the client accounts they manage without exposing unrelated client accounts. This is useful for account managers, sales teams, fulfillment teams, and other users responsible for a defined group of clients.


To give a user access to selected sub-accounts without agency-wide access:


  1. Go to Agency View > Settings > Team.

  2. Edit the applicable user.

  3. Open Roles & Permissions.

  4. Set User Type to Account.

  5. Select the sub-accounts the user should be able to access.

  6. Choose the appropriate Role.

  7. Configure the user's module and granular permissions.

  8. Save the changes.



The user can access only the sub-accounts assigned to them.


For a detailed walkthrough, see How to create a user or admin to manage multiple HL locations without giving them agency access?

Module and Granular Permissions


Module and granular permissions work together to control what a user can access and what they can do after gaining access. Module-level controls are useful when a feature should be unavailable entirely, while granular permissions provide more precise access to supported actions inside a module.


There are two primary levels of permission control:




If a module is turned off, the user cannot access the functionality contained within that module.


Available Permission Areas


Forms, Surveys, Quizzes, and QR Codes support user-level permission controls. Admins can enable or disable access to each module and configure the available **View & manage** permission from the user's Roles & Permissions settings.




The permissions available to a user can include the following modules and functions.


































Sub-Account Settings Permissions


Sub-Account Settings permissions provide additional control over administrative areas that can affect client configuration, billing, and other high-impact settings. These controls help agencies delegate everyday responsibilities while reserving sensitive configuration changes for authorized team members.


Depending on the permissions available, these controls can include:






When a user tries to access an area or perform an action that their permissions do not allow, Chat To Clients CRM displays contextual messaging indicating that their permission level does not allow the action

User Management and Login As


User Management permissions control access to supported user-administration actions, including whether an eligible agency admin can use Login As. Controlling impersonation separately from other administrative responsibilities helps agencies limit who can enter Chat To Clients CRM as another user.


Enable Login As


The Enable Login As permission controls whether an eligible agency admin can impersonate another user through the Login As feature.





For instructions on using the feature, see Login As User (Agency Admin Only).

Copy Permissions


Copying permissions helps reduce repetitive setup when multiple team members need the same access configuration. This is especially useful when onboarding users with similar responsibilities or standardizing permissions across a team.


Agency admins can copy an existing user's granular permission configuration to another user instead of setting every permission manually.


Before copying permissions, review the destination user's role, responsibilities, and account scope to make sure the copied configuration is appropriate.


Adding Clients to a Sub-Account With Limited Access


Clients generally need access to their own sub-account rather than agency-level access. Adding clients within the appropriate sub-account keeps their access focused on their business and allows their role, module access, and data visibility to be configured independently.


To add a client as a sub-account user:


  1. Open the client's sub-account.

  2. Go to Settings > Users.



  3. Click + Add Employee.

  4. Enter the client's name, email address, and required user information.

  5. Choose the appropriate Role.

  6. Configure the modules and individual permissions the client should be able to access.

  7. Enable Only Assigned Data if the user's visibility should be limited to supported records assigned to them.



  8. Click Save.


Only Assigned Data is different from module permissions. Module permissions determine whether a user can access a feature, while Only Assigned Data limits supported record visibility based on assignment.

Dashboard Export Permission


Dashboard permissions can be managed separately from general account access. The Export data permission is useful when a user needs dashboard visibility but should not be able to export widget data for external reporting or analysis.



Dashboard sharing and access can include additional controls beyond this granular permission. For more information, see How To Manage Dashboard Permissions.

Sub-Account Transfer Permission


Sub-account transfers can affect account ownership, access, billing, integrations, and other account resources. Transfer permissions should therefore be assigned only to users who are authorized to perform this high-impact action.


By default, the Agency Owner can request or complete eligible sub-account transfers. The Agency Owner can grant transfer permissions to specific Agency Admins.


Agency Admins without the required transfer permission cannot submit or approve transfer requests.

A sub-account transfer moves the entire eligible sub-account between agencies rather than moving only selected data.


For eligibility requirements and transfer behavior, see Sub-Account Transfer Guide.

User Management API Support


API-based user-management workflows are affected by Chat To Clients CRM's Enhanced Security setting. Agencies using API-first or high-volume user-management processes should understand the security impact before changing this setting.


Supported User Management permission levels include:




When Enhanced Security is enabled, affected API-based User Management operations are restricted.


To allow documented API-based User Management workflows:


  1. Go to Agency View > Settings > Company > Advanced Settings.

  2. Locate Enhanced Security.

  3. Disable the setting only if your agency requires the affected API-based user-management workflows.




Important: Disabling Enhanced Security can increase account security risk. Keep Enhanced Security enabled unless your agency specifically requires the affected API-based workflows.



For more information before changing this setting, see Enhanced Account Security.

How to Set Up Agency User Roles and Permissions


A well-configured user starts with the correct access scope before individual permissions are assigned. Setting User Type, Role, account assignments, and feature permissions in the correct order helps ensure the user's access matches their responsibilities.



From Agency View, go to Settings.





Select Users tab and click the pencil icon to edit the user.




Select Roles & Permissions from the left menu.




Choose the appropriate User Type:






Choose the appropriate Role.


If the User Type is Account, select the sub-accounts the user should be able to access.




Review each module and turn off modules the user does not need.

Configure the available granular permissions within the modules the user can access.





Review sensitive permissions separately, including:



Save the user's configuration.


Review user permissions periodically and update them when responsibilities change.


Note: For Forms, Surveys, Quizzes, and QR Codes, use the module toggle and the available **View & manage** permission to control user access.

Frequently Asked Questions


Q: What is the difference between User Type and Role?

User Type determines the scope in which the user operates, while Role determines their authority within that scope. For example, an Account-type user can be assigned to selected sub-accounts without receiving agency-wide access.



Q: Can I give someone access to multiple sub-accounts without giving them agency-wide access?

Yes. Set the user's User Type to Account and assign the specific sub-accounts they should be able to access.



Q: Why can a user open a sub-account but still be blocked from certain settings?

Sub-account assignment determines whether the user can enter the account. Module and granular permissions determine what the user can do after they enter it. A user can therefore access a sub-account while still being restricted from certain settings or actions.



Q: Is Only Assigned Data the same as turning off a module?

No. Module permissions determine whether a user can access a feature. Only Assigned Data limits supported record visibility based on assignment.



Q: Can every Agency Admin transfer a sub-account?

No. By default, the Agency Owner can request or complete eligible transfers. Transfer permission can be granted to specific Agency Admins.



Q:Why can't my API update User Management permissions?

Enhanced Security can restrict affected API-based User Management operations. Agencies that require those workflows may need to change the Enhanced Security setting after reviewing the associated security implications.



Q: Should I add a client as an agency-level user?

If the client only needs access to their own business account, add them as a user within the appropriate sub-account. This helps prevent unnecessary agency-level visibility.

Related Articles







Last updated Fri, 18 Sep, 2026 at 1:41 AM