Get increased security and role-based access control with Aircall’s Dashboard roles!
Achieve the appropriate balance of insights, collaboration and supervision across your organization. By assigning the corresponding roles to each user you will keep the management and information of your Aircall account secure and protected.
💡Please note that this feature only affects the levels of access, edit, and view rights to the different sections of the Aircall Dashboard. Agents will still only have access to the Phone apps, and to their calls recordings.
What are User roles?
A User role is a group of permissions that define what information users can view and edit within Aircall.
Aircall roles can be assigned to users from the Users section of the Dashboard:
What do I need to know about Aircall User Roles?
There are four Dashboard User roles in Aircall that can be assigned to your organization users based on what Dashboard sections and rights they need to perform their job:
Owner: this role should be assigned to those users who need to manage users’ access, and company sensitive information like billing info and plan details.
These users will have full access and edit permissions to the company plan, billing information, and user management.
⚠️ Please note that these users will have limited permissions for Roles editing, only being able to create and edit other Owner users.
Admin: this role should be assigned to those users needing to manage numbers, calls distribution, users, and oversee teams performance.
These users will have full access, edit, and data export permissions for Numbers, Users, Teams, Analytics (Stats, Analytics+, Call History, Activity Feed, Monitoring), Call Settings, Integrations, and calls recordings.
⚠️ Please note that these users have extensive permissions on Roles editing by being able to edit and create other Admin, Supervisor or Agent users. However, they do not have the rights to assign users to the Owner role, as only Owners are able to edit and assign Owner roles.
Supervisor: this role should be assigned to users only needing to supervise and report on the team's performance.
Users with this role have full access, edit, and data export permissions for Analytics (Stats, Analytics+, Call History, Activity Feed, Monitoring), Call Settings, and to calls recordings.
⚠️ Please note these users only have reading access to the Roles section.
Agent: this role should be assigned to those users who need to be making and receiving calls. They only have full access to the Aircall Apps, and to their call recordings.
💡 Any new user will be assigned at least the Agent role, with which the user will be able to access the Aircall apps to make and receive calls.
These 4 roles are managed from the Aircall Dashboard, and only Owner and Admin roles have permissions to create and edit users’ roles.
💡Please note that roles can be combined: users can have more than one role at the same time, gaining the combined access and edit permissions of each role they have been assigned.
In the diagram below there is a matrix overview of each user role's level of access, which you can find under the My company tab of the Dashboard:
What are the changes from the previous Admin and Agent roles?
To ensure that the transition to these new Dashboard roles fulfills the requirements to get improved control over your company sensitive information regarding plans & billing, only the existing billing owner (first Admin of the account) will be assigned the Owner role.
For existing customers transitioning to these new roles, this will be the new roles mapping by default:
The existing billing owner will have the Owner + new Admin + Agent roles assigned
Existing Admins will have the new Admin + Agent roles assigned to them
Agents will keep the Agent role assigned to them, with the same level of access and permissions
⚠️ Please note that the former Admin and new Admin roles are not equivalent: to achieve the same level of access and permissions a user now needs to have the roles of Owner + Admin + Agent:
What if I just want to keep my teams with the same access and permissions that the old Admin and Agent roles provided?
If you want to keep the same permissions as your existing access, current Admins will now need to have the roles of Owner + Admin + Agent.
To preserve the previous permissions of Agents, no action is needed.
Still in need of assistance? Please feel free to reach out to the Support Team and
we will be happy to assist!