Roles and permissions
What each person in your clinic can see and do, and how the admin changes it for one person.
The three roles
Every user has one role. The role decides what they may do; the teams they belong to decide whose patients they see.
| Role | What they do |
|---|---|
| Agent | Works their own chats and patient files: replies, private notes, labels, priority, follow-ups, snooze, logging calls, marking do-not-message, personal quick replies, template drafts, personal saved views, treatment plans, deposit links and the Calls page. Can claim an unassigned chat that is not a new lead. |
| Team leader | Everything an agent does, for every chat and file of the teams they lead, plus: reassign in those teams, bulk actions, remove do-not-message, company labels, team quick replies, submit templates to Meta (the Review queue), the Team page, the Live board and Distribution report, see who read a decision, cancel anyone's deposit link, approve a free flight ticket, override an amount, merge patients and the team reports. |
| Admin | Everything, in the whole clinic: users, teams, all settings and connections, the audit log, the licence, the price list and item prices, operations, company reports, import and export, recording payments, decisions and rewards. |
2-step codes are required by default for admins and team leaders. The admin can change which roles need them in Settings → Company → Sign-in security → Roles that need 2-step codes.
A Leader membership in a team counts only for someone with the Team leader role. Changing a person's role signs them out everywhere.
Job function
Besides the role, every user has a job function: Advisor, Coordinator or Other. It grants nothing. It changes the order of the person's My Work list (see Settings → Work queue), which panel they see on Home, who is told about new leads (Settings → Company → Notifications), and which rewards and decisions are meant for them.
Free users: owners, doctors and read-only managers
In Settings → Users → New user (or Edit) there is a tick box Free user (view, doctor and reports only). It is for owners, doctors and read-only managers: they open treatment plans, doctor approvals, patient files and reports, but not the WhatsApp inbox, the dialer or the lead queue. Free users carry a Free badge in the users list. An admin cannot be a free user.
Your licence includes unlimited users, so the tick box only limits what the person can open.
Doctors
“Doctor” is not a role. A doctor is a user, usually a free user, who has two extra permissions. Set them once:
- Create the doctor's user: Settings → Users → New user, tick Free user (view, doctor and reports only), save and send the invite link.
- In the users list open ⋯ on the doctor's row and choose Capabilities.
- Set Doctor: diagnose cases (tooth chart) and Doctor: approve treatment plans to Grant, then press Save capabilities.
The doctor now sees Doctor in the menu. A new user is not in the lead rotation, so a doctor never gets new leads. Admins have both permissions already.
Doctor names appear in two more places, which are lists of names only, not users:
- Settings → Plans and prices → Rules → The doctors: the names staff pick when they record a doctor's approval given on WhatsApp.
- Settings → Plans and prices → PDF content → Add a doctor: the doctors printed on the “Your care team” page of the plan PDF.
Changing one person's permissions
When one person needs more or less than their role gives, the admin changes it for that person only:
- Settings → Users, then ⋯ on the person's row → Capabilities.
- In Capabilities of (the name), the Role default column shows Yes or No for each row. Under For this user, leave Role default, or choose Grant or Revoke.
- Press Save capabilities. The change applies at once.
Rows you may need, as the dialog names them: Send WhatsApp messages, Claim unassigned conversations, Reassign in teams they lead, Reassign anything, Submit templates to Meta, Team page, Request a deposit payment link, Make and send treatment plans, Edit the price book (treatments, prices, packages), See the price of each item in plans (staff see totals only), Calls page: call my leads stage by stage and Write and publish staff decisions.
Four rows always follow the role and cannot be changed per person: Restrict processing (GDPR), Audit log, Users and invites and Company settings and integrations. To give someone these, change their role.
Who sees which chats and files
- Agents see the chats and files they own. While Agents see new leads is on (Settings → Company → Inbox visibility), they also see new unassigned contacts of their team; while Agents see returning pool patients is on, also returning patients who have no owner.
- Team leaders see everything owned by the people of the teams they lead. A person's Primary team decides where their conversations belong.
- Admins see everything.
- Free users see patient files, plans and reports, never the inbox.
Assigning: an agent cannot assign; they can Claim an unassigned chat that is not a new lead, and hand a chat back if the admin allows it (Agents may hand conversations back). A team leader assigns within the teams they lead; an admin assigns anyone. When a chat or file gets a new owner, the previous owner loses access at once. New leads are given out by lead distribution and cannot be claimed (see Lead distribution).
Team structure (optional)
Most clinics use plain teams. If your clinic works with treatment coordinators who lead a few patient advisors, the admin can describe that in Settings → Teams → Structure. The kinds of team are Company, Language team, TC pod, Returning patients desk and Team.
A TC pod is a treatment coordinator (the pod lead) with at most 4 patient advisors, under a language team. The pod lead sees the pod's files, can assign inside the pod and sees the pod's reports. A patient advisor in a pod can use Hand over to (their coordinator) in a chat.