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Understanding User Roles

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When you join our cloud system, one of the first things we do is set up user access. This makes sure everyone can see and do exactly what they need.

We use a role-based access model, which means each user is given a role that defines:

  • What enquiries they can view
  • The actions they can take
  • Whether they can manage work, users, or mailboxes
  • Which reports and dashboards they can access

This keeps your data secure, your workflows tidy, and your team productive. Below is a simple guide to the different roles and what they let your team do day-to-day.

Level 4

Level 4 is perfect for operational managers or senior supervisors. They need strong control over enquiries without full system admin access.

Level 4 users can:

  • Take or reassign unassigned enquiries
  • Change enquiry status and priority
  • Close enquiries and create new ones
  • Download messages and bypass ownership notes when needed
  • View mailboxes they belong to and access reporting dashboards

They cannot manage mailbox settings or user memberships. This role gives team leads operational authority while keeping the system secure.

Level 3

Level 3 is aimed at experienced agents or escalation teams handling complex cases.

They can:

  • Use the wizard to manage enquiries
  • Take or replace ownership of unassigned enquiries
  • Change enquiry priority and create new enquiries
  • Download messages and bypass ownership notes
  • Access reporting dashboards

They cannot close enquiries, modify properties, or manage mailbox membership. This ensures they support operations effectively without disrupting workflows.

Level 2

Level 2 is the most common operational role, perfect for frontline users handling enquiries every day.

They can:

  • Receive enquiries via the Pop function
  • Use the wizard for assigned enquiries
  • Take or replace ownership where allowed

They cannot change status or priority outside the wizard, close enquiries manually, modify enquiry properties, create enquiries, or access reports. This keeps operations consistent while letting them handle their workload efficiently.

Level 1

Level 1 is ideal for junior users, trainees, or temporary staff learning the system.

They can:

  • Use the wizard for assigned enquiries
  • Receive new work via Pop

They cannot take ownership of unassigned enquiries, create enquiries, download messages, or modify data. This keeps training safe and workflows intact.

View All

View All is for auditors, compliance teams, or senior leaders who need to see everything but don’t work on enquiries day-to-day.

They can view mailboxes and enquiries but cannot make changes, create enquiries, or download messages. This keeps things transparent without risking workflow control.

View

View is the most limited access level. Users here only need minimal visibility into specific enquiries.

They can view permitted enquiry information but cannot access mailboxes, use the wizard, download messages, or take any actions. This role is great for external stakeholders or light-touch observers.

Choosing the Right Role

We recommend starting with the least access needed and only expanding if necessary:

  • Level 4: Users managing people, workflows, or escalations
  • Level 3: Senior staff handling escalations or complex cases
  • Level 2: Frontline operational staff
  • Level 1: Trainees or junior staff
  • View / View All: Oversight-only users

Role Matrix

We have also attached a Matrix to better help you choose the correct role.

See image below showing the user role matrix