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Roles and permissions
What admins, managers and agents can see and do in NitroDialer, and how invitations set someone's role.
Every person in a workspace has one role. Roles control which screens they see and what they can change. Data is always limited to your own workspace.
The three workspace roles
| Can… | Agent | Manager | Admin |
|---|---|---|---|
| Join active campaigns and dial | Yes | Yes | Yes |
| See their own stats and calls | Yes | Yes | Yes |
| See everyone's stats, coaching notes and recordings | — | Yes | Yes |
| See the live floor | — | Yes | Yes |
| Create, edit, activate and pause campaigns | — | Yes | Yes |
| Edit call outcomes (dispositions) | — | Yes | Yes |
| Connect or change the CRM, register Dialpad events | — | — | Yes |
| Invite people, change roles, deactivate people | — | — | Yes |
| Choose the calling region, upload the national do-not-call list, edit holidays and workspace settings | — | — | Yes |
| Create API keys and webhook endpoints | — | — | Yes |
Agents see the Dial screen and My stats. They only ever see their own numbers.
Managers run the floor: campaigns, coaching, the live floor and call review.
Admins do everything managers do, plus integrations, team, compliance and developer settings.
How someone gets a role
- The first person to sign in from a Dialpad company becomes the workspace admin.
- If an admin invited the person's email address (Settings → Team), they get the invited role the first time they sign in.
- Everyone else joins as an agent. An admin can change the role at any time in Settings → Team.
Deactivating someone signs them out of NitroDialer on their next request and stops them joining campaigns. Their call history stays in reports.
Owner-only campaigns
A campaign set to Owner only gives each agent only the leads they own in the CRM. For that to work, each agent must be matched to their CRM user. In Settings → Team, select Match to CRM users to match by email address, or set the CRM user on each person.
NitroDialer staff (super admin)
NitroDialer's own support staff use a separate platform console to help customers: viewing workspace health, plans and usage, and suspending or reactivating workspaces. Staff access is limited to a small allow-list of NitroDialer employees and every change they make is recorded in your workspace's audit log.