Roles
Roles are collections of permissions grouped by job function or responsibility. They provide a convenient way to manage access control by assigning predefined permission sets to users. Instead of managing individual permissions for each user, you create roles with specific permissions and assign those roles to users, making access management scalable and maintainable.
Understanding Roles
Roles serve as templates for access control. When you assign a role to a user, that user automatically receives all permissions associated with that role.
Permission Groups
Roles group related permissions together. For example, a "Sales Manager" role might include permissions for contacts, campaigns, and calls modules.
User Assignment
Users can be assigned one or more roles. When assigned, they inherit all permissions from those roles. This simplifies user management significantly.
Common Use Cases
Job Function Roles
Create roles based on job functions: Sales Rep, Support Agent, Billing Manager, etc. Each role contains permissions appropriate for that function.
Hierarchical Access
Create role hierarchies: User → Manager → Admin → Super Admin. Higher roles include all permissions from lower roles plus additional privileges.
Workspace-Specific Roles
Create roles tailored to specific workspaces. A user might have different roles in different workspaces, providing flexible access control.
Security Roles
Create roles with restricted permissions for security-sensitive operations. Limit access to billing, settings, or data export features.
Key Benefits
Simplified Management
Manage permissions at the role level instead of individually for each user. When responsibilities change, update the role once and all users are updated.
Consistency
Ensure all users with the same role have identical permissions. This eliminates inconsistencies and reduces access control errors.
Scalability
Easily add new users by assigning existing roles. No need to configure permissions from scratch for each new team member.
Audit Trail
Track access by role rather than individual permissions. Makes auditing and compliance reviews much simpler.
Creating a Role
Follow these steps to create a new role with appropriate permissions.
Step 1: Navigate to Roles
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Go to Roles & Permissions: Navigate to Roles & Permissions in the main navigation menu.
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Click Roles: Select Roles from the Roles & Permissions submenu.
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Click Add Role: Look for the Add Role button, typically at the top of the roles list.
Step 2: Define Role Details
Enter role information:
Role Information
- Role Name: Enter a descriptive name that clearly indicates the role's purpose. Examples: "Billing Manager", "Sales Rep", "Support Agent", "Read-Only Client"
- Description (Optional): Provide additional context about when and why this role should be used. This helps other administrators understand the role's purpose.
Naming Best Practice: Use clear, descriptive names that indicate the role's purpose and level. Good examples: "Workspace Admin", "Billing Manager", "Campaign Creator", "Read-Only Client". Avoid generic names like "Role 1" or "Test Role".
Step 3: Select Permissions
Choose which permissions this role should have:
Permission Selection
Permissions are organized by module. For each module, you can select:
- View: Read-only access to module data
- Create: Ability to create new records
- Edit: Ability to modify existing records
- Delete: Ability to remove records (use with caution)
- Export: Ability to export data (may contain sensitive information)
Tip: Start with minimal permissions (typically just "view") and add more permissions only when necessary. It's easier to grant permissions than to revoke them.
Step 4: Save the Role
After selecting permissions:
- Review the selected permissions to ensure they match the role's intended purpose
- Click Save or Create Role to create the role
- The role will appear in your roles list and can be assigned to users
Editing Roles
You can modify existing roles to update their permissions or descriptions.
How to Edit a Role
- Go to Roles & Permissions → Roles
- Find the role you want to edit in the roles list
- Click the Edit button (typically an edit icon or "Edit" link) for that role
- Modify the role name, description, or permissions as needed
- Click Save to apply changes
Important: When you edit a role's permissions, all users assigned to that role will immediately have their access updated. Review changes carefully before saving, especially when removing permissions.
Assigning Roles to Users
Once roles are created, you can assign them to users to grant access.
How to Assign Roles
Roles are assigned to users through the Users management interface:
- Go to Roles & Permissions → Users (or Team Management)
- Find the user you want to assign a role to
- Click Edit or Manage Roles for that user
- Select one or more roles to assign
- If using workspaces, specify which workspace(s) each role applies to
- Save the changes
Multiple Roles: Users can have multiple roles assigned. When a user has multiple roles, they receive all permissions from all assigned roles combined.
Best Practices
Role Naming
- Use Clear Names: Role names should clearly indicate their purpose. Examples: "Workspace Admin", "Billing Manager", "Sales Rep", "Read-Only Client".
- Avoid Generic Names: Don't use generic names like "Role 1", "Test Role", or "New Role". These make it difficult to understand the role's purpose later.
- Include Level: If using hierarchical roles, include the level in the name (e.g., "Senior Manager" vs "Manager").
- Be Descriptive: Names should be descriptive enough that someone unfamiliar with your organization can understand the role's purpose.
Role Organization
- Avoid Overlap: Keep role responsibilities distinct. If two roles have nearly identical permissions, consider consolidating them.
- Group by Function: Organize roles by job function (Sales, Support, Billing) rather than by individual needs.
- Document Purpose: Use role descriptions to document when and why a role should be used. This helps with future maintenance.
- Review Regularly: Periodically review roles to identify unused ones that can be retired, keeping the system clean.
Permission Management
- Start Conservative: Begin with minimal permissions (typically just "view") and add more only when necessary.
- Least Privilege: Always grant the minimum permissions necessary for a role to function effectively.
- Restrict Destructive Actions: Limit delete and export permissions to senior roles only. These actions can have significant consequences.
- Review Before Changes: Before modifying a role's permissions, review which users are assigned to that role and consider the impact.
Maintenance
- Quarterly Reviews: Review all roles quarterly to ensure they still match current organizational needs.
- Retire Unused Roles: Remove roles that are no longer in use to keep the system clean and reduce confusion.
- Update After Changes: When organizational structure changes, immediately review and update roles to reflect new responsibilities.
- Document Changes: When modifying roles, document why changes were made for future reference.
Troubleshooting
Cannot create or edit roles
Checklist:
- Check permissions: Ensure you have the necessary permissions to manage roles. Typically requires "role_management" module permissions.
- Verify role: Check that your user account has a role with role management permissions assigned.
- Super Admin: Super Admins can always create and edit roles. If you're a Super Admin and still can't, contact support.
- Workspace context: If using workspaces, ensure you're in a workspace where you have role management permissions.
Role changes not applying to users
Solutions:
- Cache refresh: Permission changes may require a cache refresh. Try logging out and back in, or clear the application cache.
- Verify assignment: Confirm that users actually have the role assigned. Check the Users management interface.
- Check workspace: If using workspaces, ensure the role is assigned in the correct workspace context.
- Wait a moment: Sometimes changes take a few moments to propagate. Wait a minute and try again.
- Verify permissions: Double-check that the role actually has the permissions you expect. Review the role's permission list.