Every team member has a role. The role decides what they can see and change - from full control of the whole account down to just making and taking calls. Choosing the right role keeps your account secure and keeps everyday tasks simple for each person.
You set a person's role when you invite them, and you can change it any time under Organization → Team Members (or Account → Users & Roles).
The roles, from most to least access
| Role | Best for | What they can do |
|---|---|---|
| Owner | The business owner or primary account holder | Everything, including billing and closing the account. The highest level of access. |
| Admin | Office managers and IT staff | Manage the phone system, team members, numbers, devices, and most settings. Cannot do owner-only actions. |
| Manager | Team or department leads | Oversee their team and day-to-day call handling, without full account administration. |
| User | Most employees | Use their own extension, voicemail, and calling features. The right choice for the majority of your staff. |
| Limited | Shared phones, lobby lines, seasonal staff | Basic calling with restricted access to settings. |
How to choose
A few simple rules cover most situations:
- Most people should be Users. They get everything they need to work without being able to change account-wide settings.
- Give Admin sparingly. Only people you trust to manage billing-adjacent settings, other users, and your phone system should be admins.
- Keep at least one Owner. The Owner is your ultimate account holder - make sure this is the right person.
- Use Limited for shared or public phones where you don't want someone changing settings.
Change someone's role
- Go to Organization → Team Members.
- Find the person and open them to edit.
- Choose a new role and save.
The change takes effect right away the next time they use their account.
Why some menus differ between people
Because roles control access, two people may see a different portal. An admin sees the Phone System, Account, and Developer areas; a regular user sees their own calls, voicemail, and messages but not account administration. If a teammate says a page is "missing," it's usually their role - not a bug. Adjust their role if they genuinely need that access.
Security good practice
- Review who has Admin and Owner access a couple of times a year.
- Turn on two-factor authentication for admins and owners (see the Security section).
- Downgrade or suspend accounts the moment someone changes teams or leaves.
Tip: When in doubt, start someone lower and raise their role if they ask. It's easier to grant access than to undo a mistake.