Account Owners can make global changes to your smrtPhone system. Users cannot.
However, as an Account Owner, you can provide your Users with certain sets of permissions.
Types of Permissions/Roles within smrtPhone
Granular permissions allow for more customizable roles in smrtPhone:
Account Owner - All permissions
Users - Different permission options that the Account Owner chooses. Once they gain more permissions, they can have grater control over the system.
Account Owner
There is only one Account Owner per smrtPhone account. The first person to set up the smrtPhone account is automatically labeled as the Account Owner.
The Account Owner has access to make global changes across the account. However, with User Permissions, and Departments, Account Owners can also delegate certain people to have access to specific settings.
Default Settings for Users
Default settings for users depend on the users from:
Accounts created before 23rd April 2025 - Users will have the already established permissions. Their permissions can be edited and will change if they are added to a Department
Accounts created after 23rd of April 2025 - Users will have the Department's permissions, depending on the setup customized by the Account Owner, and also can get extra-permissions
Their permissions are established depending firstly on their Department and then if the Account Owner decides to give them extra permissions. Keep in mind that the Default Department comes with all permissions and they can be modified.
Users can have access to smrtPhone's functionality, see sensitive information or make global changes if they are granted the right permissions.
User Permissions
Users can be given greater access to manage their smrtPhone account. You can assign these permissions when you invite a user into your system or modify their permissions from the Admin in the smrtPhone Dashboard from Users. These permissions are customizable at the account or user levels.
Reminder: It's important that anyone who gets increased permissions is someone you trust!
Users Tab
Users
In the Users Tab, you have the Users frame, which gives you access to all important details about your users. In this tab, you can see all the account's users, the departments they are assigned to, whether they have extra permissions or not, and the teams they are in. You can also take some actions.
The bulk actions allow you to assign multiple users to an Inbound Team or a Department at once.
Also, access the User's Configuration page by clicking on the user's name or the 3 dots on the right side - Actions to see more configuration available, to add them to teams and departments, or delete them.
You can use the filter option available for you on the top right, to see them by Inbound Team or Department.
Teams
The Teams tab is very useful in organizing your users. It's entirely up to you how you want to collect your users together for strategic purposes.
Invitations
The Invitations tab helps you with adding more users to your account. To invite new users to your smrtPhone, you can send an email invitation, or if you are using Podio or Salesforce, you can add them using a CRM invitation. Use the Invite New User button on the top-right corner.
You can hover on the info tooltip and find the type of invite, the email or the date for all your invitations. Also, if an invitation expired, you can resend it.
Types of Permissions
There are three broad buckets of User permissions:
You can toggle on/off an entire section of permissions, or you can individually select the permissions you'd like to assign.
➡️ Once a User has been given the ability to View/Edit User Settings (under Activity Management) that person can now update the User permissions for all other Users, except their own.
Finance and Billing Permissions
You can allow a User to have access to all permissions in this section by toggling on the header button. Or, you can customize more specifically by toggling on/off individual capabilities.
See Communication Logs (Call, Usage, SMS, Video, AI) - Allows Users to access the Logs tab from the Dashboard and see logs for all users.
Manage subscription levels, smrtDialer seats, and activate trials - Allows Users to access the Billing and Logs tab and activate new trials, operate changes to the subscription levels, as well as modify the number of seats in smrtDialer.
Manage Auto Top-up settings, and add credit manually - Allows Users to access the Billing page and manage Auto Top-Up and/or credit information.
View and update payment methods - Add or update credit cards on file.
Activity Management Permissions
Again, you can allow your User to have full permission for all items in this section or customize capabilities.
Add, update, and remove Users and Teams - Manage all Users, including inviting new Users and organizing them into Teams.
View and edit individual User Settings, including Pro settings - Allows Users to update User permissions for others, as well as determine if a User has customized settings for the Call Engine or if they will use the department's default.
Buy or view Phone Numbers, edit Friendly Names, and assign Call Flows - Grants access to the Phone Number section of the Admin Panel.
Manage inbound Call and SMS Flows - Gives control over the Flow Builder section of the Admin Panel.
View and use Call Monitoring (Pro) - Allows Users to Listen, Whisper, and Join to live calls. (Only available for Pro subscribers.)
View Reporting Center - Access the KPI reporting from the smrtPhone Dashboard.
Configure smrtDialer, manage campaigns, assign Users, view campaign reporting - Create/modify/archive Campaigns and assign agents.
Configure Departments - Allow access to Departments' setup, (re)assign users from departments, edit and rename departments.
Account Management Permissions
Give Users access to all facets of Account Management, or specific permissions:
Edit account settings, localization, Caller IDs, and addresses - Modify the global account settings including CRM setup.
Manage Marketplace Plugins - Control the plugins used with smrtPhone, from the Marketplace section of the Admin panel.
Manage Call Recordings - View, download and delete Call Recordings from the Account Menu.
Access and control Media Manager - Upload or create recordings for use throughout smrtPhone and smrtDialer.
Access and Manage Contacts - Manage the Contacts Page within your system.
Manage Trust Center and CRM Setup - Manage all Trust Center Setup, like Brand Registration or CNAM, except Identity verification which can be done only by the Account Owner.
Note for current Customers:
In 2025 we introduced Departments, which offers more control over organizing users.
Account Owners will always have all permissions.
Users will have no additional permissions until they are explicitly given. Unless the account was created before the 23rd of April 2025, in which case each user keeps their granted permissions until further updates on their setup configuration.
Default Department comes with all permissions granted and this choice can be edited. They cannot be deleted until another one is made default instead.
Users assigned to different departments will grab the department's permissions, if they are not also provided with extra-permissions.
