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UCaaS · Teams & permissions
A place for every teammate. Clear access for every role.
Organise your people, connect them to the right teams and define what each role can see and do. Bring daily collaboration and access management into one UCaaS workspace.
Discuss your team setupCustomer care
Team
N
Noura
Team lead
F
Faisal
Service specialist
The right access for the work
✓
Records
Assigned team scope
Tickets
View · create · edit
Export
Separate permission
Three decisions that work together.
The user
The person with an account and a status.
The team
The people who share operational responsibility.
The role
The permissions and data scope assigned to the job.
USER ONBOARDING
Start access with the right brief.
Invite users with their work email, role and reporting relationship. Review account status and user details from one list so joining the workspace starts with an intentional access setup.
Prepare the invitation
The teammate’s work address
Role
Service specialist
Reporting to
Team lead
TEAM MEMBERSHIP
Build teams around the work people share.
Create a named team, set its status and select its members. Keep membership aligned with the people handling a service or business function, so assignment refers to a meaningful group.
Service operations
Active
M
Maha
Customer follow-up
O
Omar
Request handling
H
Hind
Service coordination
One team · shared work
“We know who is with us.”
CUSTOM ROLES
Match the role to the responsibility.
Use built-in roles as a starting point, and define custom roles when a job needs a different permission set. The role editor brings the name, description, parent role, data scope and module privileges into one configuration.
Custom role
Service coordinator
Purpose
Organise customer requests
Parent role
Configured management role
Data scope
Team records
A role your team can explain
Name · description · privileges
ROLE HIERARCHY
Make the reporting structure readable.
The role hierarchy displays parent-role relationships. User records also include reporting relationships. Review both when designing access; a team name alone does not define every permission or reporting line.
Account administration
Service management
Parent role relationship
Service coordinator
A defined role within the hierarchy
Role hierarchy and team membership are separate settings.
DATA VISIBILITY
Seeing the module is only one part of access.
Choose the data scope separately from the action permissions. The editor distinguishes own records, team scopes and all records within the account, helping align visibility with the role’s responsibility.
Assigned to this user
Only records assigned to the person.
The team’s work and the user’s records
Team records together with the user’s own records.
The team and reporting structure
The team and subordinate records, according to the configured hierarchy.
Account-wide scope
All records within the tenant; not other customer accounts.
Choose a scope to understand it. This does not change any permissions.
MODULE PRIVILEGES
Separate viewing from changing.
Configure view, create, edit and delete privileges by module where supported. Give the role the actions it needs across customer records, conversations, tickets, channels and administration.
Service role · example
Module
View
Create
Edit
Delete
Tickets
Yes
Yes
Yes
—
Contacts
Yes
—
Yes
—
Reports
Yes
—
—
—
CHANNEL ACCESS
Connect the right people to each channel.
Channel assignment links users or teams to the communication they handle. Access control also exposes per-channel role settings and supported user-level overrides. Review these layers together rather than treating channel membership as unrestricted access.
Access has more than one layer
01
Assign the channel
Select the users or teams who handle it.
02
Review the role
Set module and per-channel access as available.
03
Check user-level exceptions
Review supported overrides in the user profile.
SPECIAL PRIVILEGES
Some actions deserve their own decision.
The inspected role editor includes more than a single access switch. Use the special privileges available per module to distinguish everyday work from actions with a wider effect.
Customer data
Import, export, merge and split are distinct privileges where the module provides them.
Workflow control
Execution, publishing, testing, pausing and resuming can have separate permissions in the workflow module.
Reports & internal work
Review report exports, private notes and administrative access separately from basic viewing.
AUDIT & ACCOUNTABILITY
Keep a reference for changes that matter.
Audit logs expose the actor, action, module, details and date for recorded events. Use search and the available table controls to investigate changes and support access reviews.
Activity record
10:24
A role was updated
Performed by · account administrator
Module · access control
11:08
A team was edited
Action · update
Details · available event information
Audit coverage follows the enabled event logging.
ONGOING ACCESS MANAGEMENT
Let access follow the job as it changes.
Review user status, team membership, reporting relationships and role privileges when people join, move or leave a function. Account administration, licensed use and calling eligibility remain separate configuration decisions.
When responsibilities change
Person
Review account status
Work
Update team membership
Access
Review role and data scope
Channels
Review assignments and exceptions
“Ready for the new responsibility.”
A CONNECTED PERMISSION MODEL
Organise access around each role’s responsibilities.
Organise module access, record visibility and administrative actions through clear user roles.
Questions before assigning access.
How are a team and a role different?
A team groups people around shared work. A role defines allowed actions and data visibility. Review both when assigning responsibility.
Can we create our own roles?
Custom roles are supported in access control. The editor includes a parent role, description, data scope and module privileges. Some properties of built-in roles are fixed.
Does view access include export or deletion?
No. Module actions and special privileges are configured separately where supported. Review the exact permissions granted to the role.
Can users see only their assigned records?
Choose record visibility around the user’s responsibilities and the team they work with.
Does an Admin role automatically allow calling?
An administrative role is not the same as calling entitlement. Calling depends on the user subscription, enabled voice service and relevant configuration.
Are teams nested into unlimited levels?
Manage team membership and status, then give each role the access its work needs.
Where do we start?
List the people, teams, records and actions each job needs. Configure one representative role, check its visibility and actions, then extend the setup to the rest of the team.
How does responsibility move through your team?
Tell us who handles each service and which information they need. We’ll help map an appropriate team and role setup in UCaaS.
Talk about your team