Admin Vs. User Roles and Permission Scopes

Modified on: Fri, 12 Sep, 2025 at 3:57 AM

The following is a table outlining permissions of sub-account level roles.

Sub-Account Level User Roles

Quick-Reference Permission Matrix.

Agency-Only	Sub-Account-Only	Available in Both
Create / Edit / Delete Sub-Accounts	Pipelines & Opportunities	User Management (Admins can add/edit users within their level)
Manage SaaS Mode & Reselling	Workflows / Campaigns	Dashboard Reporting
Global Integrations (Mailgun, Twilio Rebilling, Google API, etc.)	Calendars & Appointment Settings	Media Library
Snapshot Management	Conversations (SMS, Email, Chat)	Audit Logs
Agency-Level Billing & Branding	Contact Management & Smart Lists
Agency Settings (Company Info, Rebilling Settings)	Reputation Management
White-Label Settings (Custom Domains, Logos, Colors)	Funnel & Website Builder

Note: If a permission is not listed, assume it inherits the broader role’s default capabilities at its respective level.

Admins can change the role of a particular user by going to Settings > My Staff > Edit (pencil icon) > Scroll to and expand "User Roles"

Frequently Asked Questions

Q. Can an Agency Admin restrict a Sub-Account Admin from accessing certain features?

No. Agency Admins cannot customize Sub-Account Admin role permissions directly. Sub-Account Admins always inherit full access within their assigned sub-account. To limit scope, create a User role instead of an Admin role in that sub-account.

Q. If a permission is available at both Agency and Sub-Account levels, does the Agency Admin override Sub-Account Admins?

Yes. Agency Admins hold global authority. For permissions like user management, reporting, or media library, Agency Admin actions apply across all sub-accounts, while Sub-Account Admins manage only within their assigned sub-account.

Q. What happens if a user is added at the Agency level and then also given access to a Sub-Account?

The user will have two role scopes: agency-wide access from their Agency role, plus sub-account-specific access from their Sub-Account role. Permissions don’t cancel out—they stack, with the broader Agency permissions always taking precedence.