Admin Vs. User Roles and Permission Scopes
Modified on: Thu, 4 Dec, 2025 at 8:15 AM
The following is a table outlining permissions of sub-account level roles.
Sub-Account Level User Roles
Quick-Reference Permission Matrix.
| Agency-Only | Sub-Account-Only | Available in Both |
| Create / Edit / Delete Sub-Accounts | Pipelines & Opportunities | User Management (Admins can add/edit users within their level) |
| Manage SaaS Mode & Reselling | Workflows / Campaigns | Dashboard Reporting |
| Global Integrations (Mailgun, Twilio Rebilling, Google API, etc.) | Calendars & Appointment Settings | Media Library |
| Snapshot Management | Conversations (SMS, Email, Chat) | Audit Logs |
| Agency-Level Billing & Branding | Contact Management & Smart Lists | |
| Agency Settings (Company Info, Rebilling Settings) | Reputation Management | |
| White-Label Settings (Custom Domains, Logos, Colors) | Funnel & Website Builder |
Admins can change the role of a particular user by going to Settings > My Staff > Edit (pencil icon) > Scroll to and expand “User Roles”
Frequently Asked Questions
Q. Can an Agency Admin restrict a Sub-Account Admin from accessing certain features?
No. Agency Admins cannot customize Sub-Account Admin role permissions directly. Sub-Account Admins always inherit full access within their assigned sub-account. To limit scope, create a User role instead of an Admin role in that sub-account.
Q. If a permission is available at both Agency and Sub-Account levels, does the Agency Admin override Sub-Account Admins?
Yes. Agency Admins hold global authority. For permissions like user management, reporting, or media library, Agency Admin actions apply across all sub-accounts, while Sub-Account Admins manage only within their assigned sub-account.
Q. What happens if a user is added at the Agency level and then also given access to a Sub-Account?
The user will have two role scopes: agency-wide access from their Agency role, plus sub-account-specific access from their Sub-Account role. Permissions don’t cancel out—they stack, with the broader Agency permissions always taking precedence.
**Q. Do all Agency Admins have “Login As”?**No. “Login As” is controlled by the Enable Login As permission at the agency level. If it’s disabled for an admin, the Login As option is hidden for that user.