Roles and Permissions
Who can see and do what? Admins, employees, permissions, and plan limits explained simply.
In short: why doesn’t everyone see the same menu?
There are two separate rules, and both affect how the menu looks:
- Your permissions: The permissions your admin has given you. For example, “can delete customers” or “can view reports.”
- Your company’s plan: Depending on the plan purchased, some features may not be enabled at all.
If a menu or button isn’t visible, consider one of these two reasons first.
User types
Admin
- Sees all menus and settings.
- Adds users, grants permissions, connects integrations.
- The person who first opens the account is automatically considered an admin.
Employee
Works with the permissions the admin has given. If your company doesn’t use the “Groups and Roles” feature, all employees share a common basic set of permissions:
| Area | What they can do |
|---|---|
| Overview | View |
| Customers | View, add, edit |
| Directory | View, add, edit |
| Deals | View, add, edit |
| Quotes | View, add, edit |
| Call reminders | View, add, edit |
| Tasks | View, add, edit, complete |
| Custom quick replies | All actions |
| Leads | View |
This set does not include delete or settings.
How to read permission names
Each permission is in the format section.action:
customer.view→ view customerscustomer.create→ add customerscustomer.edit→ edit customerscustomer.delete→ delete customers
On the admin screen, you will see these permissions as checkboxes (tick marks).
Granting permissions to a user
- Open Settings → Admin Settings → Team Management.
- On the Users tab, find the person’s row.
- Press the Permissions button.
- You will see three tabs:
- CRM permissions: main sections such as customers, quotes, and tasks.
- Integration permissions: which chat channels they can see and reply on.
- Groups: which groups they belong to.
- Check the boxes you want and click Save.
Instead of granting permissions to each user one by one, create a role (for example “Sales Representative”) for people who do the same job and set the permissions on the role. When someone new joins, you only need to select the role.
Only admins can use the permission and role screens. Roles and groups work only if your plan includes the “Groups and Roles” feature.
What do you see if a plan feature is turned off?
- Employees: The related menu link is not shown at all. If they type the address manually, they may see a code such as “Error #C10.”
- Admin: They see the menu, but clicking it opens a “plan not eligible” page.
Solution: Upgrade your plan from the Plan and Billing page or contact Chatmatic.
Permission to view phone numbers
Seeing full phone numbers is tied to a separate permission. If you don’t have it, numbers appear masked with asterisks; the country code, the first digit, and the last two digits remain visible (example: +90 5** *** ** 67). In this case, the phone field of a saved contact becomes read-only. Details: Entering Phone Numbers. This is a deliberate safeguard to prevent customer data from being taken out.
Common situations
“I want to delete a customer but there is no button.” You don’t have delete permission. Ask your admin for the customer.delete permission.
“I can’t see a colleague’s customer.” The “agent visibility” in Account Settings may be set to assigned. In that case, everyone sees only the customers assigned to them.
“I’m an admin but I can’t open a screen.” Most likely your plan doesn’t include that feature. See the Plan and Billing page.