User roles and permissions in o1

Everyone in o1 has one of three roles: Admin, Supervisor or Agent. Your role decides what you can set up, see and do.

Note: Any role can be on any plan, but you can only use the features your plan includes. 

The Three roles:

• Admin: sets up and manages the account, users, billing and features.
• Supervisor: manages teams, monitors calls and coaches agents.
• Agent: handles customer calls and messages day to day.

Account settings:
Only Admins can:

• Add, edit or deactivate users
• Get and assign phone numbers
• Set up call routing, queues and IVR
• Manage contact settings, such as shared contacts
• Turn on AI features and set up AI templates
• Set up CRM sync rules and exception accounts
• Manage billing and subscriptions
• Change Workspace settings and call recording policies

Monitoring and performance

Calling and softphone

All roles can:

• Make and receive calls (if your plan includes calling)
• Click to call from your CRM
• Send SMS and drop voicemails
• Hold, mute and transfer calls
• Record calls, and pause or resume recording
• Take notes and choose where they're saved
• Select call categories
• View call history
• Set their availability status
• Choose their click-to-call device and audio settings
• View campaign metrics (Agents see a limited view)

AI features

*Only on plans that include this feature.