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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, Agent, Conversation Management, Inbox Management, System Management, and Verification.

Communication Permissions​

These permissions control the ability to send messages across different communication channels.

  • Send Email: Allows users to send emails from the inbox or contact profile
  • Send SMS: Allows users to send text messages from the inbox or contact profile
  • Send Campaigns: Allows users to send email or text marketing campaigns
  • Send WhatsApp: Allows users to send WhatsApp messages
  • Send Airbnb: Allows users to send messages through Airbnb integration

Agent Permissions​

These permissions define agent roles and capabilities within the call center.

Agent Roles​

  • Agent: Allows the user to log in to the real-time dashboard to answer calls and see real-time notifications
  • Mobile Agent: Allows the user to act as an agent on mobile devices
  • Agent Admin: Top-level user that can edit permissions and set restrictions for other users

Call Management​

  • Make Calls: Allows users to make outbound calls
  • Receive Calls: Allows users to answer calls if in a queue

Lead Management​

  • 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.

Queue Management​

  • Edit Queues: Allows users to modify call queue settings
  • Edit Menus: Allows users to edit IVR menu configurations

Conversation Management​

These permissions control the new unified conversation view functionality.

  • View Conversations: Allows users to view conversations in the unified inbox
  • Assign Conversation: Allows users to assign conversations to themselves
  • Assign to Others: Allows users to assign conversations to other agents
  • Reassign Conversation: Allows users to reassign conversations from one agent to another
  • Complete Conversation: Allows users to mark conversations as complete
  • Close Conversation: Allows users to close conversations
  • Delete Conversation: Allows users to delete conversations (permanent deletion)

Inbox Management​

These permissions control channel-specific inbox functionality.

Email​

  • View Emails: Allows users to view emails in the inbox
  • View Others' Emails: Allows users to view emails assigned to other users
  • Assign Email: Allows users to assign emails to themselves
  • Assign 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 (permanent deletion)

SMS​

  • Assign SMS: Allows users to assign SMS to themselves
  • Assign SMS to Others: Allows users to assign SMS to different agents
  • Reassign SMS: Allows users to reassign SMS from one agent to another
  • Change SMS Priority: Allows users to modify SMS priority levels
  • Complete All SMS: Allows users to complete all SMS threads simultaneously

Airbnb​

  • View Airbnb: Allows users to view Airbnb messages
  • Assign Airbnb: Allows users to assign Airbnb messages to themselves
  • Assign to Others: Allows users to assign Airbnb messages to other agents
  • Reassign Airbnb: Allows users to reassign Airbnb messages
  • Complete All Airbnb: Allows users to complete all Airbnb threads simultaneously

WhatsApp​

  • View WhatsApp: Allows users to view WhatsApp messages
  • Assign WhatsApp: Allows users to assign WhatsApp messages to themselves
  • Assign to Others: Allows users to assign WhatsApp messages to other agents
  • Reassign WhatsApp: Allows users to reassign WhatsApp messages
  • Complete All WhatsApp: Allows users to complete all WhatsApp threads simultaneously

Voicemail​

  • View Voicemail: Allows users to view voicemails
  • View Others' Voicemail: Allows users to view voicemails assigned to other agents
  • Assign Voicemail: Allows users to assign voicemails to themselves
  • Assign to Others: Allows users to assign voicemails to other agents
  • Reassign Voicemail: Allows users to reassign voicemails

Tasks​

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

System Management​

These permissions control administrative functions and system configuration.

  • 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
  • Edit Guidebooks: Allows users to create and modify digital guidebooks (when enabled)
  • Delete Recordings: Allows users to delete call recordings (permanent deletion)
  • Delete Voicemails: Allows users to delete voicemail recordings (permanent deletion)
  • Edit Custom Fields: Allows users to create and modify custom fields
  • Delete Custom Fields: Allows users to delete custom fields

Verification Permissions​

These permissions control identity verification features (when enabled).

  • View Verification: Allows users to view verification requests and status
  • Agent Upload: Allows agents to upload verification documents on behalf of guests
  • Agent Verify: Allows agents to mark verifications as complete
  • Agent Un-verify: Allows agents to reverse verification status
  • Delete Images: Allows users to delete uploaded verification images

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