Roles & Permissions: Control Access by Role and User

What It Does

Roles & Permissions lets you adjust what people in your agency can see and do in CTM without changing their standard role. You can update permissions for a standard role, or give extra permissions to specific users when they need an exception. This helps you give teams the access they need while limiting access to features they should not manage.

Prerequisites

• Your account is on an Advanced, Connect, Enterprise, or Sales Engage plan
• You are an Agency Admin
• Your users already have standard CTM roles assigned

How To Use It

1. Go to Agency Settings > Roles & Permissions.

2. Choose whether you want to update a standard role or create a user-specific permission profile.

   

3. Open the feature area you want to manage, such as Activities, Numbers, Flows, or Reports.
4. Turn Access on or off for the feature.

5. If the feature supports more detailed controls, choose the actions you want to allow, such as Create, Edit, or Delete.

   

6. Save your changes.

Update a standard role

Use a standard role when you want the same permission change to apply to everyone with that role.

1. Go to Agency Settings > Roles & Permissions.

2. Select the standard role you want to update.

   

3. Open the category of the feature you want to change.

   

4. For each feature, adjust the access and permissions using the available toggles.  

   

5. Save your changes.

A role update can both add permissions and remove permissions from that role.

Create a user-specific permission profile

Use a user-specific profile when one or more people need extra access without changing their role.

1. Go to Agency Settings > Roles & Permissions.

2. Create a new user-specific profile.

   

3. In the General Tab, enter a profile name and enter a description (optional).

   

4. In the Permissions Configuration Tab, enable additional permissions and click Save Changes.

   

5. On the User Assignment tab, assign the profile to one or more users by selecting their email addresses from the Available Users list and moving them to the Assigned Users list.
6. Save your changes.

A user-specific profile only adds permissions. It does not remove permissions from a user’s standard role.

Edit or remove a user-specific profile

1. Go to Agency Settings > Roles & Permissions.
2. Open the profile you want to change.
3. Update the permissions or assigned users.
4. Save your changes.

To stop using the profile, remove assigned users or delete the profile.

Frequently Asked Questions

What is the difference between a role update and a user-specific profile?

A role update changes access for everyone who has that standard role. A user-specific profile adds extra permissions for selected users only.

Can I remove permissions from one individual user?

No. User-specific profiles are additive only. If you need to restrict access, update the standard role instead.