Teams and Permissions

Creating teams, assigning roles, and controlling what people can see and do.

Teams and roles let you control who can see and do what in your hotline. This is especially important if your organization has different groups with different responsibilities.

Default roles

The system comes with three built-in roles:

• Operator — full access to everything: settings, users, shifts, bans, audit log, and all data
• Staff — can answer calls, write notes, view conversations, and submit reports
• Reporter — can only submit and view their own reports, plus the help page

Creating teams

Go to the Users page to manage your team structure. Teams let you group staff members together — for example, by language spoken, by expertise area, or by location.

Teams affect:

• Shift assignment — assign entire teams to shifts instead of individuals
• Contact access — control which teams can view or edit the contact directory
• Message routing — incoming messages can be auto-assigned to specific teams

Custom roles

If the default roles do not fit your needs, you can create custom roles with specific permissions. This lets you give someone more access than a basic staff member without making them a full operator.

How permissions work

Permissions control visibility and actions:

• What people can see — a staff member only sees their own notes, while an operator sees all notes and the audit log
• What people can do — only operators can change settings, manage bans, or invite new members
• Data boundaries — reporters cannot see call records, staff information, or operator settings

Inviting new members

From the Users page, click Create Invite Link. Choose the role for the new member. Share the link — it can only be used once. The person who opens it will create their own credentials.

Removing access

To remove someone, go to their profile on the Users page and deactivate their access. This takes effect immediately.