> ## Documentation Index
> Fetch the complete documentation index at: https://docs.ringingo.com/llms.txt
> Use this file to discover all available pages before exploring further.

# How to Configure User Roles

> Define agent-level permission templates in Ringingo that control which features, campaigns, and tools each user can access.

User Roles are permission templates for agent-level accounts. They define which platform features, reports, and modules an agent can access within the Ringingo Workspace.

<Steps>
  <Step title="Navigate to User Roles">
    Navigate to **Users → User Role** in the left sidebar menu.
  </Step>

  <Step title="Create a new role">
    Click **+ Create User Role**.
  </Step>

  <Step title="Configure the role">
    Configure the role:

    | Field           | Description                                                                   |
    | --------------- | ----------------------------------------------------------------------------- |
    | Name (required) | A unique name for the role (e.g. "Senior Agent", "QA Reviewer", "Team Lead"). |
    | Status          | Enable to make this role immediately assignable to agents.                    |
  </Step>

  <Step title="Set permission toggles">
    Set permission toggles (each set to Yes or No):

    | Permission          | Description                                                                                                           |
    | ------------------- | --------------------------------------------------------------------------------------------------------------------- |
    | PBX Mode            | Grants the agent access to PBX-style direct extension dialling outside of campaign mode.                              |
    | Call Center Mode    | Enables the agent to operate in full contact centre campaign mode. Must be Yes for any agent handling campaign calls. |
    | Sticky Agent        | Allows this agent to be used in sticky routing flows.                                                                 |
    | Break Code          | Permits the agent to select break codes when going unavailable.                                                       |
    | CDR Report          | Grants the agent access to view Call Detail Records.                                                                  |
    | Recording           | Allows the agent to access and play back call recordings.                                                             |
    | Number Masking      | When Yes, customer numbers are masked from the agent's screen.                                                        |
    | Allow Black List    | Grants permission to add numbers to the internal blacklist.                                                           |
    | Login/Logout Report | Gives the agent visibility of their own login/logout session history.                                                 |
    | Follow Up           | Permits the agent to create and manage follow-up callback records.                                                    |
    | Setting             | Grants access to platform settings within the Workspace.                                                              |
    | Unallocated Leads   | Allows the agent to view and pick up unassigned leads.                                                                |
    | Force Login         | Allows the agent to log in even if another session is active (forcing the other session out).                         |
    | WhatsApp            | Grants access to handle WhatsApp messaging interactions.                                                              |
    | Instagram           | Grants access to handle Instagram Direct Message interactions.                                                        |
    | Facebook            | Grants access to handle Facebook Messenger interactions.                                                              |
  </Step>

  <Step title="Save the role">
    Click **Save**.
  </Step>
</Steps>

<Info>
  Only enable WhatsApp, Instagram, and Facebook permissions for agents who have been trained on omni-channel handling. Agents with messaging permissions are receiving inbound digital messages in addition to calls, which increases their concurrent workload.
</Info>

<Note>
  All permission toggles default to No. Set each permission to Yes only for roles that genuinely need that access. Following the principle of least privilege keeps the contact centre compliant and reduces the risk of accidental data exposure.
</Note>