Roles and Permissions

Roles let you match careCycle access to the way your team actually works. Permissions control what someone can do. Data Filters control which customer records they can work with.

You manage roles from Settings > Organization > Users, Invites & Roles > Roles.

How Access Works

careCycle combines two kinds of access control:

• Permissions control features and actions, such as viewing customers, transferring calls, cancelling appointments, or editing campaigns.
• Data Filters limit records by NPN, so an agent can work only their own book or a manager can work the books of the NPNs assigned to them.

Both checks are enforced on the server. A user needs the action permission and access to the target record.

Built-In Roles

Built-in roles are maintained by careCycle. Create a custom role when a team needs a different combination.

Create A Custom Role

1. Open Settings > Organization > Users, Invites & Roles.
2. Open Roles.
3. Select Create Custom Role.
4. Enter a name and description.
5. Optionally start from a built-in template.
6. Choose permissions by feature area.
7. Configure Data Filters if the role should see only part of the book.
8. Select Create Role.
9. Assign the role to members from the Users tab.

Custom roles do not continue inheriting from their template. A template copies its current settings into the new role, which you can then customize.

Permission Areas

The permission editor groups options into six feature areas.

CRM

Customers

Customer Delete is intentionally high risk. It is granted to built-in Owner and Admin roles by default, not to built-in Agent, CSR, or Manager roles.

Customer Policies

Customer Contact Info

View reveals unredacted phone numbers, email addresses, and other protected contact information. Without it, applicable contact details are redacted.

Attachments

Notes

Notes are currently part of baseline Inbox access for active members. The Notes permission family remains available for forward compatibility as note access is made more granular.

Customer Automations

View, edit, or delete organization-wide customer automation rules.

Calling

Softphone

Listen and Barge do not automatically grant Wallboard access.

Calls

Call Forms

Submit does not allow unrestricted customer or policy changes. It applies only the fields included in the resolved call form.

Softphone Routing

Phone Numbers

Live Ops

Wallboard

Wallboard View is read-only. Status and routing changes have separate permissions.

Status Overrides

Campaign status override does not remove the agent from the campaign's routing pool and does not affect other campaigns.

Routing Overrides

These are temporary operational controls. They do not change the source's canonical campaign assignment.

Admin Dashboard

View opens organization-wide dashboard reporting instead of the personal agent dashboard.

Campaigns

Campaigns

Campaign export is not a separate permission. Pulse workflow export is managed under Pulse Workflows.

Pulse Workflows

Campaign Enrollment

Manage adds customers to campaigns and manages enrollment lifecycle actions, without automatically granting full campaign editing.

Sources

Some source-management screens also require the corresponding Campaign permission because assignments connect the two features.

Campaign Automations

View, edit, or delete campaign automation rules.

Work

Appointments

Unavailable actions stay visible but disabled where useful, so users can see what requires additional access.

Appointment Configuration

Tasks

Task Automations

View, edit, or delete task automation rules.

Inquiries

Ask

Admin

Billing

Developer Settings

Organization

Members

Invitations

Access Control

Assigned custom roles cannot be renamed or deleted until members are reassigned.

Data Filters

Data Filters determine which records a role can see after a permission allows the feature.

Filters are available for:

• Customers
• Calls
• Policies
• Attachments

After assigning a Managed NPN role, open the member's action menu and choose Configure Access to select the NPNs they manage.

Removing a resource's View permission also removes its Data Filter because a scope without feature access has no effect.

Permission Dependencies

careCycle automatically adds prerequisites in several cases:

• Most Edit, Delete, Export, and Manage actions also enable View.
• Softphone Transfer also enables Use.
• Softphone Barge also enables Listen.

The selected count includes implied permissions.

Recommended Role Design

Start With The Job, Not The Person

Create roles such as:

• Licensed Agent
• Customer Service Representative
• Team Lead
• Call Supervisor
• Billing Administrator

Avoid one-off roles named after a specific person.

Grant The Smallest Useful Set

Start with the actions required for the job. Add permissions after a real need is identified instead of enabling every feature in advance.

Separate Read From Operational Control

Examples:

• Wallboard View does not grant status overrides.
• Listen does not grant Barge.
• Appointment View does not grant Edit.
• Call Form View does not grant Submit or Edit.

Use Data Filters For Book Segmentation

Do not create a different feature role for every downline when the only difference is record scope. Reuse the role and configure member-specific Managed NPNs.

Review High-Risk Permissions

Review these carefully:

• Delete Customers
• Delete Policies
• Export customer or call data
• View Customer Contact Info
• Listen or Barge into calls
• Status and routing overrides
• Developer Settings Edit
• Access Control Create, Update, or Delete

Changes And Propagation

Permission changes normally appear quickly, but an already open browser may take up to approximately one minute to refresh effective access. Refresh the page if a role change does not appear immediately.

When a user's access is removed:

• Navigation updates after permissions refresh.
• Disabled controls prevent new actions.
• The server still rejects unauthorized requests immediately after its short authorization cache refreshes.

FAQs

Related Guides