Get the right access
About this guide
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.
Change access
Section titled “Change access”- Enter a name in Search users, then click Manage.
- Open Roles or Offices. Select entries in the available or current list, then Add selected or Remove selected. Each button saves immediately.
- 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.
Choose a role
Section titled “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.
Use a specific permission
Section titled “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. |
Explain different lists
Section titled “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.