User Management is the redesigned place to see everyone attached to your agency and control what each of them can reach. It replaces working through separate pages for people, roles and permissions: one grid, one filter bar, and a set of views that answer different questions about the same list.
Where to Find It
In the sidebar, open Management and choose Users. It carries a New badge. The page opens on the breadcrumb Management → User Management.
⚠️ Note: Users is not the same page as Platform Users or All Users. Those older entries are still in the Management menu and still work. If a colleague describes a screen that does not match what you are looking at, check which of the three they have open.
Roles & Permissions, and Hierarchy Rules
Two tabs sit at the top of the page.
Roles & Permissions — the default. The people list, what each person is, and what they can reach.
Hierarchy Rules — how access flows down your structure, rather than per-person settings.
Reading the List
The grid gives you one row per person, with a checkbox on each row for acting on several at once.
User — initials avatar and name.
Type — Agent or Employee. Type is what someone fundamentally is, and it drives which actions are offered on their row.
Agency — which agency the person sits under. Useful when you can see more than one.
Role — the named role, for example Agent with Login or Administrator.
Permissions — coloured chips for the areas that person can reach, such as Reporting, Commissions, Dialer, Enrollment, User Management and Payments.
Where somebody holds more chips than the column can show, the row ends with a +2-style counter. Open the user to see the full set rather than judging access from the visible chips alone.
⚠️ Note: A Pending chip means the invitation has not been accepted yet. That person is on the list but cannot sign in, which is worth checking before you conclude somebody has access they are not using.
Each column header carries its own menu for sorting and column options, and rows have actions on the right, including opening the person to view their detail.
Opening a User and Setting Permissions
Open a person from their row to get their permission panel. Everything about what that person can reach is set here.
Sections and master toggles
Access is grouped into sections, each with a master toggle on the right: Dialer, Commissions, Reporting, Policy Management and, for admins, User Management, Billing, Licensing and Tasks. The toggle is the on-or-off switch for the whole section.
Most sections also carry a View n permissions link. Open it to expand the detail and it becomes Hide n permissions. The number tells you how much is inside before you open it, which is a quick way to see where the complexity sits.
⚠️ Note: What appears depends on who you are looking at. An agent's Dialer section holds around six permissions; an administrator's holds far more, and admins get whole sections agents never see, such as User Management, Billing, Licensing and Tasks. If a colleague describes a section you cannot find, check whether you are both looking at the same type of user.
None, Show and Edit
Expand a section and each feature gets a row with radio buttons under None, Show and Edit.
None — the person cannot reach it at all.
Show — they can see it but not change it.
Edit — they can see it and change it.
⚠️ Note: Not every feature offers all three. Some rows only give you None and Show, because there is nothing to edit. Do not read a missing Edit option as a permission problem.
Inside the Dialer section you will find features such as Billable Stats, Call Cost, Compliance, Agent Performance, Analysis and Monitoring. Call Cost is worth a deliberate decision rather than a default — it controls whether somebody can see what your calls cost.
Agency defaults and per-person exceptions
Some sections carry a default set at agency level, and the panel tells you when the person in front of you is an exception to it. Policy Management is the clearest example: its helper text says whether this user is allowed while the agency default is off, and that turning the toggle off puts them back on the agency default.
That is worth reading rather than skimming. A toggle that is on because somebody made an exception behaves differently from one that is on because the agency default is on, and only the helper text tells you which you are looking at.
Move, Remove Access, and saving
Move — appears for agents, not for administrators. Use it to move an agent rather than removing and re-adding them.
Remove Access — revokes this person's access.
Cancel — closes without applying anything.
Save Changes — applies your edits. It stays greyed out until you actually change something, so a greyed button means nothing is pending, not that you lack permission.
⚠️ Note: Remove Access is not the same operation as deleting a user on the older Platform Users page. If your goal is to fully delete somebody rather than revoke their access, confirm which you need before you act. The Users without Access counter on the main list is where revoked people show up.
The Four Views at the Bottom
Along the bottom of the grid are four views over the same population. They answer different questions, so switch rather than scrolling.
Users — the default people list, with a count badge showing how many are in the current filter.
Permissions — oriented around access rather than people.
States — where each person sits in terms of status.
Writing IDs — carrier writing numbers, for checking who is set up to write with whom.
The Access Counters
Bottom right, three counters summarise the current list: Users with Access, Users without Access, and Pending Invitation.
These are the fastest audit you have. A number in Users without Access means people are on your roster who cannot currently reach anything, which is usually either an onboarding step that stalled, a departure that was half-completed, or somebody whose access was revoked. Pending Invitation above zero for more than a day or two normally means an invite went to spam or to the wrong address.
Finding People
The filter row sits above the grid.
Permissions filter — narrow to people holding a particular kind of access.
Search — free text against the list.
More Filters — additional criteria beyond the ones shown by default.
Clear — drops every filter at once and returns you to the full list.
⚠️ Note: Filters stack, and the Users count badge reflects what is filtered rather than your whole agency. If a number looks wrong, hit Clear before you investigate further.
Adding Someone
Use New User, top right. A new person appears on the list with a Pending chip until they accept the invitation, and counts toward Pending Invitation until they do.
If an invitation does not arrive, the usual causes are spam filtering and an email that already exists on another record. See the invite guide linked at the bottom for the specific fixes.
Exporting the List
Export Data, top right, takes the grid out as a file. It respects your current filters, so filter first and export second if you want a subset. This is the practical way to run an access review, hand a roster to compliance, or reconcile your user list against payroll.
A Sensible Review Rhythm
Monthly — check Users without Access is zero, or that you know why it is not.
Monthly — clear out Pending Invitation entries older than a couple of weeks. They are either lost invites or people who never joined.
Quarterly — export the list and read the Role and Permissions columns properly. Access accumulates; it rarely gets removed unless somebody looks.
On every departure — confirm the person is gone from this list, not just disabled somewhere else.