# Roles and permissions reference

> Identify the role, office membership, or account setting needed for a task.

Language: en-US. Product guide: https://agencymesh.app/help/roles-and-permissions/.

Last reviewed October 2, 2026 by AgencyMesh Product Support · Checked against release 2026.10

Account Type controls session and Dashboard behavior. Roles enable tools and actions. Office assignments define the offices available to those tools, with specific company-wide and Zone Shift exceptions.

<span id="role-summary"></span>

## Which role does the task need?

| Item | Guidance |
| --- | --- |
| Agent | Daily customer work: calls, messaging, standalone E-Sign, reports, Training Hub, and Ask AgencyMesh. |
| Manager | Team goals, lead entry/CSV import, quote metrics, Workflow review, and announcements to assigned offices. Ask AgencyMesh separately requires Agent or Administrator. |
| Accounting | Financial tools and company-wide **Transaction Run Complete** notices. Void, Refund, and Deleted controls use explicit Accounting permission checks. |
| Operations | User/office administration, session logout, Dashboard Settings, workstations, and ticket assignment. Training pages require an additional permitted role. |
| Administrator | Administration, self-serve company setup, Sync Leads, and company-wide announcements. Some actions still require an explicit additional role, including Accounting financial controls and Operations ticket assignment. Transaction Queue access does not include completion notices without Accounting. |

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## Page access does not enable every action

A user may view a transaction without **Void**, **Refund**, or **Deleted**, or review a ticket without assigning it. Training Hub pages and their navigation require Agent, Manager, or Administrator. Ask AgencyMesh separately requires Agent or Administrator.

<span id="extra-permissions"></span>

## Task-specific permissions

| Item | Guidance |
| --- | --- |
| View All Missed Calls | Broadens the Dashboard Missed Calls source to company offices; it does not broaden every queue. The selected office and Agent queue sharing still apply. |
| Credential Manager Read Only | Read-only credential access; its navigation label may use Read-Only. |
| Workstation Connect | Remote access to permitted devices, separate from inventory management. |
| Customer participant | Uses an invited private Workflow link, separate from employee accounts and roles. |

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## Change a role or office assignment

These buttons save separately; **Details > Save Changes** does not add a role or office.

1. As Operations or Administrator, open [Administration > Users](https://app.agencymesh.app/administration?tab=users) and select **Manage** for the account.
2. In **Roles**, select entries and use **Add Role** or **Remove Role**. In **Office's**, use **Add Office** or **Remove Office**.
3. Have the user **Sign out** and sign back in after the change.

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## Why two users see different rows

| Item | Guidance |
| --- | --- |
| Office versus Agent account | Office accounts receive the full eligible customer follow-up queue. Agent accounts split eligible Dashboard rows among recently active Agent users; account type does not add permissions. |
| Selected office and Zone Shift | Phone / Office focuses Dashboard data. Quotes, To-Do Calls, and Leads can expand into the zone only after the shift time and once the selected office clears that same queue. |
| Report Scope | Leads/To-Do reports default to Agent for Agent accounts and Office for Office accounts. Their Agent filter is an assigned record share, so it can differ from the live Dashboard queue. |
| Company-wide exceptions | Directory customer search spans the company’s active offices. Two-Factor email codes are company-wide. Leaderboards use their own company/zone setting. |

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## Fix the setting that is missing

| Item | Guidance |
| --- | --- |
| Tool or action missing | Review Users > Manage > Roles. |
| Office missing | Review Users > Manage > Office's. |
| Agent phone or goal missing | Review Manage > Assignments. Office membership, Phone Assignments, and Goal Office Assignments are separate. |
| Unexpected follow-up rows | Compare Account Type, Phone / Office, active teammates, and Dashboard Settings before adding a broader role. |

## Related guides

- [Sign in to AgencyMesh](https://agencymesh.app/help/accounts-and-sign-in.md)
- [Get started with Administration](https://agencymesh.app/help/office-administration.md)
- [Find apps and choose your office](https://agencymesh.app/help/navigation-and-scope.md)
- [Get and manage two-factor codes](https://agencymesh.app/help/security-and-two-factor.md)
- [Run and track transaction reports](https://agencymesh.app/help/transaction-queue.md)
- [Read notifications and send announcements](https://agencymesh.app/help/notifications.md)