Overview
You can see exactly what a user or sub-user has access to, and change it.
This is the first place to look whenever someone says they cannot see something. Missing leads, missing phone numbers, missing filters — permissions are usually the cause.
Steps
Step 1: Open Settings
Click Settings at the bottom left.
Step 2: Open Manage Users and Roles
Click Manage Users and Roles.
Step 3: Open the user
Find the user or sub-user you want to check, and either:
Click their name, or
Click the pen icon on the right
Step 4: Read their access
You will see what that person has access to, organised by their roles and KPIs.
Step 5: Choose how to set their access
You have three options:
Copy access from another user — match someone who is already set up correctly
Grant all access — everything in the CRM
Custom — set their access yourself
Step 6: Configure custom access
If you chose custom, work through the sections in the left panel — leads and everything else listed there — setting what this person can reach.
Step 7: Save
Click Save and Go, then exit.
Important Notes
Copying access from an existing user is the fastest way to onboard someone. Set one person up properly for each role, then copy from them rather than rebuilding the permissions each time.
Be careful with grant-all. It is quick, and it gives a new hire access to everything including settings, billing, and your whole database. Copy from a colleague in the same job instead.
Check here before escalating any "I cannot see it" report. Permissions explain more of these than bugs do.
Permissions and assignment are different things. Someone can be assigned leads they do not have permission to view, and the two are configured separately.
Review permissions when someone changes role. People accumulate access as they move around, and nobody notices until it matters.
Access is configured per user, so two people holding the same role can still end up with different permissions.
Troubleshooting
A user says they cannot see leads
Check their permissions here first, then check whether the leads are assigned to them. The two are separate.
A user cannot see or use a phone number
Check the number's own assignment as well as their permissions. Number access is granted on the number, by role or by user.
A new user has no access to anything
Copy access from an existing user in the same job rather than configuring from scratch.
You cannot find the user
Check they were fully created. A user who never received their one-time code is not set up yet — the code goes to the main account holder, not to them.
Two people in the same role have different access
Permissions are per user, not purely by role. Compare them here and copy from whichever is correct.
Your changes did not take effect
Click Save and Go before exiting.
Related
How to Manage Users and Roles — creating users and roles
How to Rename a Custom Role
How to Assign a Phone Number to a User — access granted on the number itself
Summary
You checked a user's permissions. You opened Settings → Manage Users and Roles, clicked the user's name or the pen icon, and reviewed their access by roles and KPIs. You then set their access by copying it from another user, granting all access, or configuring it section by section — and clicked Save and Go.