# Get the right access

> Find which role, account type, or office setting controls your task.

Language: en-US. Product guide: https://agencymesh.com/help/roles-and-permissions/.

Last reviewed October 7, 2026 by AgencyMesh Product Support · Checked against release 2026.10

Roles control actions; office assignments control access to offices. Operations or Administrator can change both in [Administration > Users](https://app.agencymesh.app/administration?tab=users).

<span id="least-privilege"></span>

## Change access

1. Enter a name in **Search users**, then click **Manage**.
2. Open **Roles** or **Offices**. Select entries in the available or current list, then **Add selected** or **Remove selected**. Each button saves immediately.
3. Have the user **Sign out** and sign in again.

**Save changes** saves details, phones, and goal offices; it does not apply role or office selections. For a missing phone or goal, use **Phones & goals**.

<span id="role-summary"></span>

<span id="menu-and-page-access"></span>

## Choose a role

| Item | Guidance |
| --- | --- |
| Agent | Customer work: calls, messaging, standalone E-Sign, reports, Training Hub, and Ask AgencyMesh. |
| Manager | Team goals, lead entry/import, quote metrics, Workflow review, and announcements to assigned offices. Ask AgencyMesh also needs Agent or Administrator. |
| Accounting | Financial tools, **Void**, **Refund**, **Deleted**, and company-wide **Transaction Run Complete** notices. |
| Operations | Users, offices, sessions, Dashboard Settings, workstations, and ticket assignment. Training pages also need Agent, Manager, or Administrator. |
| Administrator | Administration, company onboarding, Sync Leads, and company-wide announcements. Financial action buttons and completion notices still need Accounting; ticket assignment needs Operations. |

Opening a page does not enable every action on it.

<span id="extra-permissions"></span>

## Use a specific permission

| Item | Guidance |
| --- | --- |
| View All Missed Calls | Adds company offices to the missed-call source. Selected office and Agent sharing still apply; other queues do not expand. |
| Credential Manager Read Only | View carrier access fields without editing. |
| Workstation Connect | Connect to permitted devices; inventory management is separate. |
| Customer participant | Uses a private Workflow invitation, not an employee role. |

<span id="access-variation"></span>

<span id="permission-troubleshooting"></span>

<span id="signed-in-access"></span>

## Explain different lists

| Item | Guidance |
| --- | --- |
| Account type | Office accounts see the full eligible follow-up queue. Agent accounts split rows among recently active Agents. Neither type adds roles. |
| Phone / Office and Zone Shift | Dashboard uses the selected office. Quotes, To-Do Calls, and Leads expand into the zone only after shift time and after that office clears the same queue. |
| Report Scope | Leads/To-Do reports default to Agent for Agent accounts and Office for Office accounts. Report Agent shares can differ from live Dashboard sharing. |
| Company-wide data | Directory customer search covers active company offices; Two-Factor email codes are company-wide. Leaderboards have their own company/zone setting. |
| Directory > Team | Company view lists all Agent accounts. Office and Zone views use assigned offices, not sign-in status or the Office column. Shared Office accounts stay out. Team visibility adds no office or task access. |

For unexpected rows, compare these settings before adding a broader role. Office membership, phone assignment, and goal-office assignment serve different purposes.

## Related guides

- [Sign in and sign out](https://agencymesh.com/help/accounts-and-sign-in.md)
- [Manage your company](https://agencymesh.com/help/office-administration.md)
- [Find a page and choose your office](https://agencymesh.com/help/navigation-and-scope.md)
- [Get a two-factor code](https://agencymesh.com/help/security-and-two-factor.md)
- [Run carrier reports](https://agencymesh.com/help/transaction-queue.md)
- [Read updates and send announcements](https://agencymesh.com/help/notifications.md)
- [Change settings and check office health](https://agencymesh.com/help/administration-options-and-health.md)