You will need a user with administrator rights to edit user permissions.
In Adversus, you can tailor each user's access by selecting a specific license type, creating teams, and applying permissions and permission groups.
This article focuses exclusively on the different types of permissions and the access they provide. This is useful knowledge when creating permission groups or giving a user specific access.
Read more about setting up Teams and license types.
Three access layers that control what users can do
Before setting up permissions, it is important to understand that three separate layers work together to determine what a user can see and do in Adversus:
License type — Controls whether a user can use the dialer and access recordings at all. Only Agent and Manager users can listen to call recordings. Insights and Calendar users cannot, regardless of which permissions they have. Read more about license types here.
Permission groups — Controls which features and actions a user can perform (e.g. edit leads, create campaigns, listen to recordings). This is what the table below covers.
Teams — Controls which campaigns and lead data a user can see. A user with the right permissions but the wrong team may still miss the data they expect. Read more about teams here.
All three layers must be correctly configured for a user to work. Administrators bypass team restrictions and can see everything.
Diagnostic checklist: "Why can't my user do X?"
If a user cannot perform an action or see data, work through this checklist in order:
Is the user an admin? If yes, the issue is almost never permissions — check whether the account has the required feature or subscription instead.
Check the license type — Is the user Agent or Manager? If Insights or Calendar, they cannot use the dialer, listen to recordings, or have custom permissions assigned (since January 2025). This is the most common cause of recording access issues.
Check the permission group — Does the user's permission group contain the specific permission required for the action? (See the table below.) Does the user have a permission group at all? A user without a permission group will see an error page at login.
Check account features — Does the account have the required feature or add-on for the permission? Many permissions only work if the account has the corresponding feature, and some do not appear in the permission group editor at all without it.
Check team membership — Is the user in a team that has access to the campaign or data they are trying to reach? Administrators bypass this, but all other users are limited by their team's campaign assignments.
Check lead status — If the user gets "you do not have permission to call this lead", is the lead in a closed status (e.g. Success, Unqualified)? If so, the user needs the Edit closed leads permission.
Check maximum contact attempts — If Edit closed leads is already enabled and the error persists, has the lead reached the maximum number of contact attempts set in the campaign settings? If so, reset the contact attempts.
Check the browser — If recordings won't play or the user sees error pages, are they using Chrome or Firefox? Safari is not supported and can cause error pages and playback issues. Try clearing cache and cookies or switching browser.
Ask the user to refresh the page — Changes to a permission group take effect for all members on the next page load. It is not necessary to log out. If a user still does not see a change, ask them to refresh the page.
License types and permissions
⚠️ Important: Only Agent and Manager license types can listen to call recordings. If an Insights or Calendar user has the Audit own calls or Audit all calls permission, they still cannot play recordings. This is a built-in restriction that cannot be overridden.
Since January 2025, Insights and Calendar users have locked permission groups — additional permissions cannot be assigned to them. They can only access views shared with them by other users, and they cannot be converted to admin users.
If a user previously had access to recordings and lost it, check whether their license type was changed from Agent/Manager to Insights or Calendar. To restore recording access, change the license type back to Agent or Manager.
⚠️ License seat availability: Before changing a user's license type to Agent or Manager, ensure you have an available license seat of that type. If no seat is available, the user will not be able to log in. You can check and manage your license seats under Settings → Billing → Subscription.
Full, "Own" and "Edit" permission variants
Some areas have several permission levels. The general pattern is:
Level | Typical name | User sees… |
Own | e.g. Call search (own) | Only their own records (calls they made, leads they last called, bookings they created) |
Full | e.g. Call search | All records on their user groups' campaigns |
Edit | e.g. Call search (edit) | Same as full, plus the ability to modify records |
Give the user the highest level they need. If a user has both the full and the own permission, full wins.
Default permission groups for new accounts
New accounts get two permission groups automatically.
Agent default: Dialer, Bookings (own), Audit own calls, Call search (own).
Manager default: Dialer, Campaign administration, User efficiency, User administrations, Email activity, Statistics, Bookings, Leads (edit), Contacts, Call search, Settings, Create lead, Leads, Duplicate check, Inbound settings, Sales, Journeys, Live, Fast-track leads, Bookings (edit), Audit all calls, Audit own calls, Bookings (own), Leads (own), Call search (own), Call search (edit), Import contacts, Edit last contacted by.
⚠️ Not included in the Manager default group: Export data, Workforce, Dashboard, Team administration, Permission group administration, API access administration, Campaign segmentation, Campaign segmentation (user specific) and Edit closed leads. Managers on a new account do not have these until an admin adds them. This is a common cause of "my manager can't export" or "can't see dashboards" cases.
Administrators can do everything in the account, regardless of which permission group they are in.
Permission group administration — what it actually does
The Permission group administration permission allows a non-admin user to see and edit the permission group they are assigned to. However, there are important limitations:
A non-admin user with this permission can only see and edit the permission group they are in — they cannot see or manage other permission groups.
They cannot add or remove users from their group.
If you need a user to manage all permission groups and users, they must be made admin. Administrators have access to everything, so the permission is not needed for them.
⚠️ No "partial admin" role: Adversus does not have a role between non-admin and admin. If a user needs to manage all permission groups, access support chat, or perform admin-level actions, they must be made full admin. There is no way to grant these capabilities selectively without admin access.
Who can hand out permissions
A non-admin who manages users can only give someone a permission group whose permissions they already hold themselves. They cannot hand out more access than they have themselves. Only administrators can make another user an admin.
Non-admin user managers can only see and manage users in their own user groups.
Managing permission groups
Removing a user from a permission group
Go to Users in the left menu
Click the user you want to update
In the Roles and permissions section, change or remove the assigned permission group
Click Update user to save
Deleting a permission group
You cannot delete a permission group while users are still assigned to it, or while it is the default for a user type. Remove all users from the group first (see above), then delete the group from Users → Permission groups.
Good to know about permissions
Permission groups are a tool that ensures users have access to the parts of the system they need for their daily work, while not having access to everything. This minimizes the risk of errors and makes it possible to restrict users from accessing data they should not see.
Many permissions only work if the account has the corresponding feature or add-on, e.g. Bookings, Sales, Dashboard, Live or Journeys. The permission does nothing on an account without the feature, and some do not appear in the permission group editor at all. Feature dependencies are marked in the table below.
The overview below explains the available permissions and the access each one provides, so you can determine which permissions to assign your users.
Permission | Description |
API access administration | Gives access to Users and the ability to see and create API accounts in the API access administration. Requires feature: api. Not in the Manager default group. |
Audit all calls | Listen to and download recordings of any call the user can see. Only available for Agent and Manager license types. Recording permissions only control listening/download — to find the call the user must also have a Call search permission. Recordings also appear in lead activity, but only for calls the user is allowed to hear. |
Audit own calls | Listen to and download recordings of calls the user has made. Only available for Agent and Manager license types. |
Bookings | Gives access to Bookings and the ability to see all bookings in the booking overview. Additionally, it allows opening leads. The user cannot add notes, change lead status or open the bookings. Requires feature: bookings. |
Bookings (edit) | Same as Bookings, plus editing and moving bookings, including from the lead's notes in the dialer. Requires feature: bookings. |
Bookings (own) | Warehouse → Bookings and Insights → Booking overview, shows only bookings the user has created. Requires feature: bookings. |
Call search | Warehouse → Calls, shows all calls on the user's campaigns. Note: This is different from Leads or Leads (own), which allow searching for leads in the Warehouse. |
Call search (edit) | Same as Call search, plus edit actions in Warehouse → Calls. |
Call search (own) | Warehouse → Calls, shows only calls the user has made. |
Campaign administration | Create, edit and configure campaigns: settings, fields, KPIs, booking setup, SMS reminders and iframes. Manage all templates: email, SMS, page, script and file templates (Messages → Templates). Edit strategies the user has full access to. Adds Lead overview and Edit campaign to campaign actions in the dialer. The user cannot upload leads. Menu: Settings → Campaigns, Messages → Templates. |
Campaign segmentation | Create and manage shared lead segments on a campaign. Every user on the campaign can use these. Adds Manage segments to campaign actions and Add to campaign in Warehouse actions for Leads and Contacts. Requires feature: campaign-segments. Not in the Manager default group. |
Campaign segmentation (user specific) | Create and manage personal segments (quick lists) that only the user works from. Gives access to the Quick list page. The user must also have one of the Leads permissions to see data there. Requires feature: campaign-segments. Not in the Manager default group. |
Chat support | Shows the in-app Live chat support widget and the Help → Live chat menu item. Only available on accounts where chat support is enabled. Otherwise it does not appear in the editor. |
Contacts | Access to Leads → Contact pools, Warehouse → Contacts and lead search. Note: This permission is for contact pools, not for leads. To let agents search for leads, use the Leads or Leads (own) permission instead. |
Create lead | Lets the user create a new lead manually, from Leads → Create manually or from the campaign's action menu in the dialer. The campaign must also allow manual leads. If the option is missing on only one campaign, check that campaign's "Allow users to create leads manually" setting. |
Dashboard | Gives access to Dashboard and the ability to see and edit public dashboards. Requires feature: dashboard. Not in the Manager default group. Note: There is no view-only dashboard permission. To let users see a dashboard without editing, share the dashboard via dashboard settings and remove the Dashboard permission from their permission group. |
Export data | Shows Export buttons throughout the app: warehouses, sales, lists, filter views, contact pools and reports. Also gives access to scheduled exports (shown under Messages → Automatic emails, requires feature: automated-exports). Not in the Manager default group. |
Dialer | Gives access to Dialer: start campaigns, call leads and handle calls. Also unlocks the Callback (redials) list and the message templates used during calls. Users with this permission land on the Dialer at login. Others land on Home. It also gives access to the Callbacks and Recent activity tabs, but the user cannot click leads for data (see Leads or Leads (own)). |
Duplicate check | Access to Leads → Duplicate check to find and handle duplicated leads. |
Edit closed leads | Lets the user open and modify a lead that is already closed, i.e. any status other than Unprocessed, Automatic redial or Callback. Without it, closed leads open read-only, and inbound calls cannot take over a closed lead. Not in the Manager default group. |
Edit last contacted by | Allows the user to change which agent a lead is attributed to ("Save lead as") on the lead's result form in the Dialer. Without it, the field is read-only. |
Email activity | Access to Messages → Email/SMS activity: logs of emails and SMS sent from the account. Leads cannot be opened unless the agent also has access to the lead and Dialer. The user cannot add notes or change lead status. |
Fast-track leads | Adds Fast-track to the action menu for campaigns and strategies in the Dialer menu. It moves leads to the front of the call queue. |
Global calendar | Allows the user to open Appointments > Calendar in the Dialer. |
Import contacts | Lets the user upload files of leads or contacts. Upload is available on contact pools, from campaign actions in the dialer and in campaign settings. The user usually also needs Contacts or Campaign administration to reach the place where they upload. |
Inbound settings | Access to Settings → Inbound settings: inbound numbers and call routing. Requires feature: inbound. Note: This permission is not related to inbound settings on phone numbers. |
Journeys | Access to Leads → Journeys, the automation flow-builder. Requires feature: journeys. |
Leads | Read access to leads on the user's campaigns: Warehouse → Leads, Warehouse → Activities, Leads → Filter views. Can see filter views but not modify them. |
Leads (edit) | Everything in Leads, plus creating and editing filter views and campaign filters. Also gives access to Insights → Quality (requires feature: quality). |
Leads (own) | Access to Warehouse → Leads and Warehouse → Activities, but only for leads the user last called and the user's own activities. |
Live | Access to Insights → Live, the live overview of campaigns and live agent monitoring. Adds the Live overview action and the active agents column to the campaign list in the dialer. Requires feature: live. Note: Live listening is restricted by team membership — agents can only listen to agents working on campaigns the listener's team has access to. Administrators can listen to all agents regardless of team. |
Permission group administration | The Permission groups tab on the Users page: create, edit and delete permission groups. Not in the Manager default group. Note: A non-admin with this permission can only see and edit the permission group they are in — they cannot add or remove users or manage other groups. See the section above for full details. |
Sales | Access to Warehouse → Sales, Insights → Sales and Settings → Products, showing all sales on the user's campaigns. Without it, users can only see their own sales. Requires feature: sales. |
Settings | Access to Settings → Account, Settings → Phone numbers, Settings → Products and Messages → Marketing campaigns (requires feature: marketing). |
Statistics | Access to Insights → Reports: create, view and share reports. Requires feature: reports. |
Team administration | The Teams (user groups) tab on the Users page: create user groups/teams and select which campaigns they have access to. Not in the Manager default group. Note: This permission is limited to Teams and does not give access to Users. |
User administrations | Create, edit and deactivate users on the Users page, and manage user fields and user insights groups. Non-admins can only see users in their own user groups, and cannot make anyone an admin. |
User efficiency | Access to Insights → User efficiency (the classic efficiency page). Only shown on accounts that still have it. Note: This shows all users who have access to the same campaigns, regardless of team. There is no way to restrict visibility to only team members. |
Workforce | Access to Insights → Workforce (workforce management). Requires feature: workforce. Not in the Manager default group. Note: Like User efficiency, this shows all users with access to the same campaigns, not just team members. |
Common permission combinations
Some tasks require a combination of permissions and the right license type. Here are the most common ones:
Task | Required permissions | Required license type |
Use the dialer to call leads | Dialer + (Leads or Leads (own)) | Agent |
Search for ALL leads in Warehouse | Leads | Any active user type |
Search for ONLY OWN leads in Warehouse | Leads (own) | Any active user type |
Edit email templates | Campaign administration + Settings | Agent or Manager |
Listen to recordings from Dialer > Recent activity | Audit own calls (own recordings) or Audit all calls (all recordings) | Only Agent or Manager |
Listen to recordings from Warehouse > Calls | Audit own calls or Audit all calls plus Call search (own) or Call search (edit) | Only Agent or Manager |
View dashboards without editing | No permission needed — share the dashboard via dashboard settings instead. Remove the Dashboard permission to prevent editing. | Any active user type |
Create quick lists in the dialer | Campaign segmentation (user specific) + one of Leads, Leads (edit) or Leads (own) | Agent or Manager |
Export data from views | Export data (requires Leads or Leads (own)) | Any active user type |
Manage all users and permission groups | Requires admin access (no permission replaces admin for full control) | Admin |
Call a lead that is in a closed status (e.g. Success) | Dialer + (Leads or Leads (own)) + Edit closed leads | Agent |
Listen to live calls from other agents | Live | Only Agent or Manager |
⚠️ Recording deletion: Access to recordings (Audit own calls / Audit all calls) includes the ability to delete recordings. There is no permission that allows listening without deletion. If recording integrity is critical, consider restricting audit permissions to trusted users only.
Suggested role-based setups
These are starting points you can suggest to customers. Adapt them to the customer's needs.
Role | Suggested permissions |
Agent (basic) | Dialer, Call search (own), Audit own calls, Bookings (own) (if Bookings) |
Agent who can create leads | Agent basic + Create lead |
Team lead | Agent basic + Leads, Call search, Audit all calls, Live, Statistics, Fast-track leads |
Campaign manager | Team lead + Campaign administration, Leads (edit), Contacts, Import contacts, Duplicate check, Campaign segmentation |
Department head / full manager | Manager default + Dashboard, Export data, Team administration, Permission group administration, Edit closed leads |
Data / reporting only | Use the Insights user type, or a Manager user with Statistics, Dashboard and Export data |
Troubleshooting
"A user can't see a menu item"
Work through the diagnostic checklist above. The most common causes are: the user is an admin but the account lacks the feature (check the subscription); the user type is Calendar, Insights or None, so the permission group is not used; or the account does not have the required feature for the permission.
"The page opens but the list is empty"
The user probably has the permission but no campaign access. Check which user groups the user is in, and that those user groups have the campaigns assigned. They may also have only the own variant (e.g. Call search (own)), which shows nothing until they have made calls or bookings themselves.
"My manager can't export, see dashboards or manage user groups"
The standard Manager group does not include Export data, Dashboard, Team administration, Permission group administration or the segmentation permissions. An admin needs to add them.
"A user can find calls but can't play recordings"
They need Audit own calls (own recordings) or Audit all calls (everyone's recordings) in addition to a Call search permission.
"A user can't edit a lead in the Dialer"
If the lead is closed, the user needs Edit closed leads. If the issue is the "Save lead as" field specifically, they need Edit last contacted by.
"A manager can't assign a permission group to a user"
Non-admins can only assign groups whose permissions they already hold themselves. Either an admin does it, or the manager's own group needs the missing permissions.
"Quick list is empty or won't open"
The user needs Campaign segmentation (user specific) and one of Leads, Leads (edit) or Leads (own).
"Bookings or Sales permissions are missing from the permission-group editor"
They only appear when the account has the Bookings or Sales feature.
"You do not have permission to call this lead"
This error is usually shown when a lead is in a closed status (e.g. Success, Unqualified, Invalid, Not interested) and the agent does not have the Edit closed leads permission. Even with Dialer access and campaign permissions, agents cannot call closed leads without this permission.
If Edit closed leads is already enabled and the error persists, check whether the lead has reached the maximum number of contact attempts set in the campaign settings. When the limit is reached, the system blocks further calls regardless of permissions. You need to reset the contact attempts to allow calls again.
Agent cannot see recordings, even with audit permissions
Check the following in order:
License type: Only Agent and Manager users can listen to recordings. Insights and Calendar users cannot, even with audit permissions enabled. If the user previously had access, check whether their license type was changed.
Access path: To listen from Warehouse → Calls the user must also have Call search (own) or Call search (edit) in addition to audit permissions. To listen from Dialer → Recent activity audit permissions alone are sufficient.
Browser: Safari is not fully supported and can cause recordings not to play, or error pages to appear. Switch to Chrome or Firefox. Try clearing cache and cookies if the issue persists.
Agent can see recordings but they won't play
If the recording is visible but nothing happens on play click:
Try a different browser (Chrome or Firefox — Safari is not supported)
Clear browser cache and cookies
Check whether the issue is specific to the agent's computer by testing on another device
Live listening doesn't work, even with the Live permission
The Live permission is restricted by team membership. An agent can only listen to agents working on campaigns the listener's team has access to. Check that the listener's team includes the campaign the target agent is working on.
User can't see data or gets an error page at login
A user must be assigned at least one permission group to access Adversus. If a user does not have a permission group, they will see an error page at login. Make sure all active users are assigned a permission group and a team.
User changed to Manager license type can't log in
Check that a Manager license seat is available. If no seat is available, the user will be locked out. Change the license type back to the previous type, or add more Manager seats under Settings → Billing → Subscription.
Non-admin user can't access support chat
Only admin users can access support chat. If a non-admin user needs help, an admin must contact support on their behalf, or the user must temporarily be made admin.