A user role in Aircall defines what each team member can see and do within the platform. Aircall offers three main roles - Agent, Supervisor, and Admin - that determine access to features and settings. You can also add Owner (Advanced permissions) on top of any of these roles to grant access to billing and company-level settings.

Main user roles

RoleBest forAccess options
AgentCustomer-facing employees handling calls and conversations

✅ Aircall Workspace and Phone app

❌ Aircall Dashboard

SupervisorTeam leads responsible for monitoring and coaching team performance

✅ Aircall Workspace and Phone app

✅ Aircall Dashboard

AdminLeadership and IT teams managing the system and users

✅ Aircall Workspace and Phone app 

✅ Aircall Dashboard

Note: Any new user will automatically be assigned at least the Agent role, which allows them to access Aircall apps to make and receive calls.
Create a user in the Aircall dashboard showing fields for user details, role selection, and permissions..png

Agent permissions

CategoryAccess / Actions
Access options

✅ Aircall Workspace and Phone app

❌ Aircall Dashboard

Features
  • Make and receive calls
  • Send and receive messages
  • Access their own call recordings

Supervisor permissions

CategoryAccess / Actions
Access options

✅ Aircall Workspace and Phone app

✅ Aircall Dashboard

Features

❌ Numbers, AI Voice Agent, Users and Teams, Integrations & API

✅ AI Assist, Conversation Center, Analytics, Live Monitoring, Call Settings

Actions
  • Make and receive calls
  • Send and receive messages
  • Access anyone’s call recordings
  • Edit and export Analytics data
  • Filter and analyze data in Live Monitoring
  • Create Tags
  • Add Blocked Numbers
  • Track team performance in the Conversation Center
Note: To learn more about specific Supervisor limitations, visit the Supervisor limitation role article.

Admin permissions

CategoryAccess / Actions
Access options

✅ Aircall Workspace and Phone app

✅ Aircall Dashboard

Features✅ Numbers, AI Voice Agent, Users and Teams, AI Assist, Conversation Center, Analytics, Live Monitoring, Call Settings, Integrations & API
Actions
  • Make and receive calls
  • Send and receive messages
  • Create and manage messaging templates
  • Access anyone’s call recordings
  • Create and port numbers
  • Manage users (except Owners) and teams
  • Edit and export Analytics data
  • Filter and analyze data in Live Monitoring
  • Create Tags
  • Add Blocked Numbers
  • Track team performance in the Conversation Center
  • Add and delete integrations

Owner (Advanced permissions)

Owner access can be added to any of the roles above to provide advanced permissions for managing billing, pricing, and company-level settings.

CategoryAccess / Actions
Access options

✅ User management (Owners only)

✅ My Company (Billing, Pricing, and Security)

Actions
  • Edit company plan permissions, billing information, and user management (other users with Owner permissions only)
  • Purchase additional products, such as Add-Ons, directly in the Aircall Dashboard
Important: If you need to give a user access to billing or subscription details, you must grant them Owner (Advanced permissions).

Assigning roles

When adding a new user, begin by selecting their appropriate role - Agent, Supervisor, or Admin - depending on the level of access they require. If the user also needs access to billing information or company-wide settings, make sure to toggle the Owner option under the Advanced permissions section to grant those additional privileges.

Edit user roles and permissions in the Aircall dashboard with Supervisor role selected and Save changes option.png

Managing existing users

Steps:

  1. Go to the Users and Teams page in your Aircall Dashboard.
  2. Use the Advanced permissions filter to find users with Owner access.
  3. Click a user’s profile.
  4. Under General > Roles & Permissions, update their role or permissions.
Users list in the Aircall dashboard showing roles, advanced permissions, and assigned add-ons..png
Note: Agents and Supervisors cannot change user roles. Admins can edit and create Admins, Supervisors, or Agents. Owners can only create and edit other Owners.