> ## 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.

# Configure Agent User Roles and Permissions

> Build permission templates that control what agents see in the Ringingo Workspace, from PBX mode to WhatsApp, Facebook, and Instagram.

User Roles are permission templates for agent-level accounts. They define which features, reports, and modules an agent can access in the Ringingo Workspace. User Roles are different from Manager Roles: Manager Roles control the Admin Portal, User Roles control the agent-facing interface.

Each User Role can be toggled Active or Inactive. Changing permissions instantly updates access for every user currently assigned to that role.

## Create a user role

<Steps>
  <Step title="Open the form">
    Click **+ Create User Role**.
  </Step>

  <Step title="Configure core permissions">
    Fill in the identity fields and set each core permission toggle to Yes or No.
  </Step>

  <Step title="Configure channel and login permissions">
    Set the additional channel toggles for messaging permissions and login behaviour.
  </Step>

  <Step title="Save">
    Save the role. It becomes assignable to users the moment its Status is Enabled.
  </Step>
</Steps>

### Core permissions

| Toggle              | Effect when set to Yes                                                                                  |
| ------------------- | ------------------------------------------------------------------------------------------------------- |
| Name (required)     | Unique role name (for example, Senior Agent, QA Reviewer).                                              |
| Status              | Role is immediately assignable to agents.                                                               |
| PBX Mode            | Agent can dial extensions directly outside campaign mode.                                               |
| Call Center Mode    | Agent can operate in full contact centre campaign mode. Required for any agent handling campaign calls. |
| Sticky Agent        | Agent participates in sticky routing (returning callers preferentially connect back to the same agent). |
| Break code          | Agent can select break codes when going unavailable.                                                    |
| CDR Report          | Agent can view Call Detail Records in the Workspace.                                                    |
| Recording           | Agent can play back call recordings from the Workspace.                                                 |
| Number Masking      | Agent's screen masks customer numbers during their calls.                                               |
| Allow Black List    | Agent can add numbers to the internal blacklist.                                                        |
| Login/Logout Report | Agent can view their own session history.                                                               |
| Follow Up           | Agent can create and manage follow-up callback records.                                                 |
| Setting             | Agent can access platform settings inside the Workspace.                                                |
| Unallocated Leads   | Agent can view and pick up leads not assigned to any specific agent.                                    |

### Channel and login permissions

| Toggle      | Effect when set to Yes                                                                                   |
| ----------- | -------------------------------------------------------------------------------------------------------- |
| Force Login | Agent can log in even if another session with the same account is active, forcing the other session out. |
| WhatsApp    | Agent can handle WhatsApp interactions in the Workspace.                                                 |
| Instagram   | Agent can handle Instagram Direct Messages.                                                              |
| Facebook    | Agent can handle Facebook Messenger interactions.                                                        |

<Info>
  Only enable WhatsApp, Instagram, and Facebook for agents trained on omnichannel handling. Agents with messaging permissions will handle digital messages alongside calls, increasing concurrent workload.
</Info>

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