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Guides > Agent Roles And Permissions

Agent Roles And Permissions

Roles can be used to group sets of teams or departments, as well as grant access privileges within HaloCRM to specific people.  


First, head to the 'Administration Console' > 'People' > 'Roles'.



By default, you will already have two roles in your application, 'Administrator' and 'Customer Care Advisor'. 


I strongly suggest keeping the administrator role as is. Out of the box, the 'administrator' role has the highest level of permissions within HaloCRM and there must be at least one agent assigned as being a HaloCRM administrator for every instance. 


Agents are able to have more than one role on HaloCRM. 


Let's modify the 'Customer Care Advisor' role together. For example, the manager of the customer care team is both an administrator of HaloCRM and has the 'Customer Care Advisor' role.


As they are an administrator, by default, they have access all.


However, they don't want their team members to have access all as well, so they only assign the  'Customer Care Advisor' role to their team and not administrator.


First, you can name the role and add the agents you'd like to assign this role to.



After this, you can (it's optional!) set any role specific notifications that agents with this role will receive. 


Next, head to the 'Departments & Teams' tab, and here you can select which teams and departments do the people with this role have access to/ belong in.




When you add a team, you can specify if there any any restrictions on visibility for the agents for this role for each team.


This is the same when adding departments.


After this, you can add role based restrictions on assets, custom objects and appointment types (if applicable.)



Finally, head to the 'Permissions' tab on the role.

Here, you can select what someone of this role level has access to, whether it is read only access, or complete read and modify access.



In the example above, agents would have complete access to tickets and can modify them (edit details and work on them), but they can only read customer and contact information. 


If there are any permissions that are not applicable for your HaloCRM use case, and the module is disabled on Halo, you can leave the permissions as default and there will be no affect on this. 



If any of the fields are causing any confusion, just give a member of our team a shout!





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