User Roles

CTM allows an unlimited number of account users with flexible access levels. When you add a new user, you can choose from the following roles: Call Agent, Call Manager, Reporting Manager, Billing Manager, Agency Billing Manager, Marketing Manager, Administrator, and Agency Administrator.

In Growth, Connect, Sales Engage, and Enterprise plans, all account users except for Marketing Manager, Agency Billing Manager, and Billing Manager will have access to the CTM softphone.  The features available to each user may vary based on the account plan, access controls applied to that user, customized account or agency settings, and whether the user has access to multiple accounts.​

View these articles to learn how to add users to your account or update user profiles. 

Note: You can only update roles that are lower than your own user role.

Call Agent

Call agents can view activities (calls, texts, forms, and chats) assigned to them in the call log. Calls are automatically assigned to agents when they answer from a call queue or when calls are routed to their user name. Calls can also be automatically assigned to agents via options in a voice menu, or manually using the +set agent option in the call log.

Call Manager

Call managers can view all activities in the call log and will also have access to the text log if texting is enabled. Call managers can block contacts and exclude activities under the flag icon. They can edit the blocked callers list, the do-not-call list, and the call scoring options. They can also send single or bulk text messages from text-enabled tracking numbers.

Report Manager

Report managers have access to activities and flows and can view the account's reporting section.  They can also export the call log, view and schedule call reports, view and edit the overview report, and view the real-time agents dashboard (for plans that allow creating sub-accounts).

Billing Manager

Billing Managers can view invoices for past payments, but cannot view or edit payment options or any other account settings. If your account has sub-accounts that use agency-shared billing, you can promote the Billing Manager to Agency Billing Manager, which will allow them to see invoices for the agency payment method but not for any sub-accounts using customer billing.

Agency Billing Manager

Agency Billing Managers can see invoices and edit payment methods for Agency Billing, but not for sub-accounts on customer billing.

Marketing Manager

The Marketing Manager role is designed to provide read-only access to tracking numbers and source configurations, as well as access to the Call Log, FormReactors, and Chat.  Note: This role grants access to the FormReactor embed widget and provides limited customization options for chat, including Facebook Messenger.  They also have access to create and edit Reports, Triggers, and specific integrations (e.g., Google Ads Direct Connect, Facebook, HubSpot, Bing, Unbounce, etc.). Marketing Managers cannot make or receive calls. Marketing Managers are only available in accounts that can create sub-accounts and will have access to all sub-accounts within an agency. They can only be viewed from the "All Accounts" user list.

Administrator (non-agency plans)

Account administrators are the highest-level users in the account and can view and edit all aspects of the account.  Administrators are the only users who can view, purchase, and edit tracking numbers or enable/disable call recordings.  They are also the only users able to access integration settings, add users, or view and edit payment information.

Administrator (agency-style plans)

Agency-style plan administrators are the second-highest-level users in the account (a sub-account created within the parent agency).  Like administrators on non-agency plan accounts, they can add users, purchase and configure tracking numbers, enable/disable recordings, edit integration settings, and customize their sub-account features (such as enabling text messaging or the softphone).

If the sub-account is using customer billing, administrators will receive billing notifications and can view and update payment information. If the sub-account uses agency-shared billing, administrators will not have access to the account's payment information.

Administrators in sub-accounts cannot view or edit the agency settings page or add sub-accounts to the agency.

Agency Administrator

Agency administrators are the highest-level users in the account and can view and edit all aspects of the account.  These administrators are only available in accounts that can create sub-accounts and have access to several features, allowing them to easily view data for all sub-accounts at once.  Agency administrators are the only users who can edit agency settings, which are used to customize feature availability and security for all sub-accounts within the agency.  Agency administrators are hidden in the user list for all lower access levels. Only this user role can cancel an agency. 

For more information on which user roles receive billing notifications, see the Billing Notifications article.