Roles and Permissions
Who sees what in careCycle, and how to build custom roles for your org structure.
careCycle is built for the messy reality of agency org charts: W-2 teams, 1099 downlines, and FMO hierarchies. Roles control both what actions someone can take and which customers they can see, and both are enforced on the server.
The Built-In Roles
| Role | Sees | Typical use |
|---|---|---|
| Owner / Admin | The full book | Principals and operations leads |
| CSR | The full book | Service staff working all members |
| Manager | The book for the NPNs they manage | Team leads over a downline |
| Agent (default for new members) | Their own customers | Producers |
An agent's "own customers" means customers assigned to them (through Customer Assignments) plus customers whose agent NPN matches their own, and everything attached to those customers (calls, policies, inquiries, inbox conversations) follows the same rule. Agents also see customers they have a direct connection to, such as an appointment on their calendar or an inquiry assigned to them.
Managers work the same way across the list of NPNs assigned to them, which is managed per member on the Users page.
The Wallboard, including Queue & Callbacks, requires Softphone Admin: View. Monitoring, whispering, and barging into live calls require the separate monitor permission. Customer drill-downs from the queue continue to honor the viewer's normal customer scope and contact-information permissions.
Custom Roles
The Roles tab under Settings > Users, Invites & Roles builds custom roles with two dials:
- Permissions: per-area actions across the platform (Calls, Inquiries, Tasks, Campaigns, Customers, Customer Policies, Appointments, Organization, Billing, Developer Settings, Softphone Admin, and more), so a role can view campaigns without editing them, or work customers without seeing billing.
- Data Filters: row-level visibility on Customers, Calls, and Policies, set to Own NPN or Managed NPNs, the same scoping the built-in agent and manager roles use.
Suggested Setups
- Independent agency: the built-ins usually suffice; producers as Agents, service as CSRs.
- FMO with downlines: downline principals as Managers with their agents' NPNs in Managed NPNs; their producers as Agents. Each downline sees its own book and nothing else, which is typically the first question FMO compliance asks.