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User Permissions

This guide explains the various permission settings available when adding or managing users in SendSquared. User permissions control what actions team members can perform within the system.

Understanding Permission Categories​

When adding a new user to your SendSquared account, you'll need to select their user permissions. These permissions are grouped into several functional categories.

Communication Permissions​

Email Permissions​

  • Send Email: Allows users to send emails from the inbox or contact profile
  • View Emails: Allows users to view emails in the inbox and contact profile
  • View Other Emails: Allows users to view emails assigned to other users
  • Assign Email: Allows users to assign emails to themselves as an agent in the inbox and contact profile
  • Assign Email To Others: Allows users to assign emails to different agents
  • Reassign Email: Allows users to reassign emails from one agent to another
  • Delete Email: Allows users to delete emails from the inbox and contact profile (this is a permanent deletion from the SendSquared account)

SMS Permissions​

  • Send SMS: Allows users to send text messages from the inbox or contact profile
  • Assign SMS: Allows users to assign SMS to themselves as an agent in the inbox and contact profile
  • Assign SMS To Others: Allows users to assign SMS to different agents
  • Reassign SMS: Allows users to reassign SMS from one agent to another
  • Complete All SMS: Allows users to complete all SMS message threads simultaneously (versus completing them individually)

WhatsApp Permissions​

  • Assign WhatsApp: Allows users to assign WhatsApp messages to themselves as an agent in the inbox and contact profile
  • Assign WhatsApp To Others: Allows users to assign WhatsApp messages to different agents
  • Reassign WhatsApp: Allows users to reassign WhatsApp messages from one agent to another
  • Complete All WhatsApp: Allows users to complete all WhatsApp message threads simultaneously (versus completing them individually)

Voice Call Permissions​

  • Make Call: Allows users to make outbound calls
  • Receive Calls: Allows users to answer calls if in a queue
  • Delete Recordings: Allows users to delete call recordings from the call log and contact profile (this is a permanent deletion)

Voicemail Permissions​

  • View Voicemails: Allows users to view voicemails in the voicemail log
  • View Other Voicemails: Allows users to view voicemails assigned to other agents
  • Assign Voicemail: Allows users to assign voicemails to different agents
  • Assign Voicemail To Others: Allows users to assign voicemails to different agents
  • Reassign Voicemails: Allows users to reassign voicemails from one agent to another
  • Delete Voicemails: Allows users to delete voicemail recordings from the voicemail log and contact profile (this is a permanent deletion)

Task Management Permissions​

  • View Tasks: Allows users to view task assignments
  • Assign Task: Allows users to assign task assignments to different agents
  • Assign Task To Others: Allows users to assign tasks to different agents
  • Reassign Task: Allows users to reassign tasks from one agent to another

Lead Management Permissions​

  • Assign Leads: Allows users to assign leads to themselves in the wrap-up, lead page, contact profile, inbox, etc.
  • Edit Closed Leads: Allows users to edit closed leads to change statuses, agent assigned, etc.

System Administration Permissions​

  • Add Users: Allows users to add other users to the account
  • Edit Templates: Allows users to edit email or SMS templates
  • Edit Automations: Allows users to edit or create automations
  • Merge Contacts: Allows users to merge two contacts together to create one common contact profile
  • Send Campaigns: Allows users to send email or text marketing campaigns

Agent Permissions​

  • Agent: Allows the user to log in to the real-time dashboard to answer calls and see real-time notifications
  • Agent Admin: Top-level user that can edit permissions and set restrictions for other users

Best Practices for Permission Management​

For Small Teams​

  • For small teams, consider creating just two permission levels:
    • Admin users with full permissions
    • Standard users with basic communication permissions

For Larger Teams​

  • Create role-based permission sets based on job functions:
    • Customer service agents
    • Marketing team members
    • Lead management specialists
    • System administrators

Security Considerations​

  • Only grant Agent Admin permissions to trusted team leaders
  • Limit delete permissions to prevent accidental data loss
  • Regularly review user permissions when team members change roles

Permission Auditing​

  • Periodically review who has access to what features
  • Remove permissions from inactive users
  • Ensure permissions align with current job responsibilities

Modifying User Permissions​

To modify permissions for existing users:

  1. Navigate to Global Settings → User/Agent Settings
  2. Select the user whose permissions you want to modify
  3. Update the permission checkboxes as needed
  4. Save your changes
  5. The user will need to log out and log back in for changes to take effect