Roles and permissions reference

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.

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.

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.

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.

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 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.

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.

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
• Get started with Administration
• Find apps and choose your office
• Get and manage two-factor codes
• Run and track transaction reports
• Read notifications and send announcements