Requires administrator rights to edit user permissions.
In Adversus, you can customize each user's access by assigning a specific license type, creating teams, and using permissions and permission groups.
This article focuses solely on the different types of permissions and the access they grant, and is useful knowledge when creating permission groups or granting 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's 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 — Control 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 — Control which campaigns and lead data a user can see. A user with the right permissions but the wrong team may still not see the expected data. Read more about teams here.
All three layers must be correctly configured for a user to work. Admins bypass team restrictions and can see everything.
Diagnostic flowchart: "Why can't my user do X?"
If a user can't perform an action or see data, work through this checklist in order:
Check the license type — Is the user an Agent or Manager? If Insights or Calendar, they cannot use the dialer, listen to recordings, or have custom permissions attached (since January 2025). This is the most common cause of recording-access issues.
Check the permission group — Does the user's permission group include the specific permission needed for the action? (See the table below.) Does the user have any permission group at all? A user with no permission group will see an error page on login.
Check the team assignment — Is the user in a team that has access to the campaign or data they're trying to reach? Admins bypass this, but all other users are limited by their team's campaign assignments.
Check the lead status — If the user gets "you don't 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 max contact attempts — If Edit closed leads is already enabled and the error persists, has the lead reached the maximum 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 browsers.
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.
As of January 2025, Insights and Calendar users have locked permission groups — additional permissions cannot be attached to them. They can only access views that are shared with them by other users, and they cannot be converted to admin users.
If a user previously had recording access and lost it, check whether their license type was changed from Agent/Manager to Insights or Calendar. To restore recording access, change their license type back to Agent or Manager.
⚠️ License seat availability: Before changing a user's license type to Agent or Manager, make sure you have an available license seat of that type. If no seat is available, the user will be unable to log in. You can check and manage your license seats under Settings → Billing → Subscription.
Permission groups administration — what it actually does
The Permission groups administration permission allows a non-admin user to view 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 an admin. Admins 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 a full admin. There is no way to grant these capabilities selectively without admin access.
Managing permission groups
Removing a user from a permission group
Go to Users in the left menu
Click on the user you want to update
In the Permissions and roles 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. Remove all users from the group first (see above), then delete the group from Users → Permission groups.
Nice to know about permissions
Permissions is a powerful tool for optimizing agent workflows by granting customized access to relevant features. It minimizes interface complexity, prevents errors, and helps ensure compliance.
Please note that enabling some permissions requires users to have a specific level of system access or to have already been assigned certain other permissions.
The overview below explains the available permissions and the access each one grants, helping you determine which permissions to assign to your users.
Permission | Description |
API access administration | Gives access to Users and allows viewing and creating API accounts in the API access user administration. |
Audit all calls | Allows agents to listen to/play ALL recordings under Dialer > Recent Activity. Only available for Agent and Manager license types. |
Audit own calls | Allows agents to listen to/play OWN recordings under Dialer > Recent Activity. Only available for Agent and Manager license types. |
Contacts | Gives access to Warehouse Contacts and Contact pools, allowing the user to view all contact information and pools. Note: This permission is for contact pools, not for leads. To let agents search for leads, use the Leads or Leads (own) permission instead. |
Bookings | Gives access to Bookings and allows the user to view all the bookings in the bookings view. In addition, it allows the user to open leads. The user can't add notes, change the lead status, or open the bookings. |
Bookings (edit) | Together with Bookings, it gives access to Bookings and allows viewing and editing ALL bookings and open leads. The user can't add notes or change the lead status. |
Bookings (own) | Together with Bookings, it gives access to Bookings and allows viewing and editing OWN bookings and open leads. The user can't add notes or change the lead status. |
Call search | Allows access to Calls, but without lead permission, the user can't see results. It allows to use Search calls by phone number on the dialer tab. Note: This is different from Leads or Leads (own), which allow searching for leads in Warehouse. |
Call search (edit) | Gives access to Calls and allows the user to search, open, and edit ALL calls. |
Call search (own) | Gives access to Calls and allows the user to search, open, and edit OWN calls. |
Campaign administration | Gives access to Campaigns, allowing the user to create and modify templates, and adjust campaign settings. The user can't upload leads. |
Campaign segmentation | Allows the user to apply and edit Segments from the dialer page by clicking the 3 dots next to a campaign, then selecting Manage segments. |
Campaign segmentation (user specific) | Allows the user to create and edit user-specific Segments from the dialer page. |
Create lead | Gives access to Create manually, allowing the user to create manual leads. It is also possible to click the 3 dots and select Create lead in the Dialer next to campaigns, allowing manual lead creation in the settings. |
Dashboard | Gives access to Dashboard and allows users to view and edit public dashboards. Note: There is no view-only dashboard permission. To let users view a dashboard without editing, share the dashboard via dashboard settings and remove the Dashboard permission from their permission group. |
Dialer | Gives access to the Dialer and allows the user to work on the campaign they have access to in their team. It also gives access to the Callbacks and Recent activity tabs, but the user can't click on leads for data (See Leads or Leads (own)) |
Duplicate check | Gives access to Duplicate check, and allows the user to make a manual duplicate check and delete duplicate leads. |
Edit closed leads | Requires Leads or Leads (own) permission. Allows the user to reopen and edit leads with a closed status. |
Data export | Requires Leads or Leads (own) permission. Gives access to Automated emails and allows the user to export views and create new automated emails. |
Leads (edit) | Gives access to Warehouse Leads, Activities, and Quality, allowing the user to open and edit ALL leads. |
Leads (own) | Gives access to Warehouse Leads and Activities, and allows the user to open OWN leads. The user can't add notes or change the lead status. |
Leads | Gives access to Warehouse Leads and Activities, and allows the user to open ALL leads. The user can't add notes or change the lead status. |
Global calendar | Allows the user to access Schedule > Calendar in the Dialer. |
Inbound settings | Gives access to Inbound settings, allowing the user to view all inbound calls that have connected to the system. The user can't access the leads. Note: This permission is not related to inbound settings on phone numbers. |
Fast-track leads | Allows the user to fast-track leads by clicking the 3 dots next to a campaign in the Dialer, then selecting Fast-track leads. |
Journeys | Gives access to Journeys and allows the user to view, edit, and create all types of journeys. |
Edit last contacted by | Requires Leads or Leads (own), and allows the user to use Edit last contacted by when opening a lead from Warehouse. |
Email activity | Gives access to Email/SMS activity, allowing the user to view all email and SMS activity. Leads cannot be opened unless the agent also has access to the lead and the Dialer, which would be the most common use case. The user can't add notes or change the lead status. |
Permission groups administration | Gives access Permission group they are in and all related permissions. The user can't add or remove users or permissions. Note: This permission is limited to Permission group and does not give access to Users. See the section above for full details on what this permission does and doesn't do. |
Sales | Gives access to Sales, allowing the user to view all sales. The user can't make changes to the leads. |
Settings | Gives access to Settings, containing Account, Products, and Phone numbers. |
Statistics | Gives access to Reports, allowing the user to view public reports and create new reports. |
Team administration | Gives access Teams, edit campaigns, and team members. Note: This permission is limited to Teams and does not give access to Users. |
Live | Gives access to Live, allowing the user to listen to all other agents and whisper to them during conversations. Note: Live listening is limited by team assignment — agents can only listen to agents who are working on campaigns that the listener's team has access to. Admins can listen to all agents regardless of team. |
Import contacts | Requires Campaign administration and gives access to Upload leads via campaign settings. |
User administrations | Gives access to Users and Groups, allowing the user to view and create new users and view Invitations to follow the progress of creating new users. In addition, User groups can be edited and created under Groups. |
User efficiency | Gives access to User efficiency, allowing users to see activity statuses throughout the day. Note: This shows all users who have access to the same campaigns, regardless of team. There is no way to limit visibility to only team members. |
Workforce | Gives access to Workforce and allows the user to view other agents' activity. 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 OWN leads only 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) | Agent or Manager only |
Listen to recordings from Warehouse > Calls | Audit own calls or Audit all calls plus Call search (own) or Call search (edit) | Agent or Manager only |
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 quicklists in the dialer | No specific permission needed — all users can create quicklists | Any active user type |
Export data from views | Data export (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 of other agents | Live | Agent or Manager only |
⚠️ Recording deletion: Access to recordings (Audit own calls / Audit all calls) includes the ability to delete recordings. There is no permission that allows listening-only without deletion. If recording integrity is critical, consider restricting audit permissions to trusted users only.
Troubleshooting
"You don't have permission to call this lead"
This error usually appears 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 contact attempts set in the campaign settings. When the limit is reached, the system blocks further dialing regardless of permissions. You will need to reset the contact attempts to allow calling again.
Agent can't 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 if their license type was changed.
Access path: To listen from Warehouse → Calls, the user also needs 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 to not 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 when clicking play:
Try a different browser (Chrome or Firefox — Safari is not supported)
Clear browser cache and cookies
Check if the issue is specific to the agent's computer by testing on another device
Live listening doesn't work despite having the Live permission
The Live permission is limited by team assignment. An agent can only listen to agents who are working on campaigns that 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 any data or gets an error page on login
A user must be assigned to at least one permission group to access Adversus. If a user has no permission group, they will see an error page when trying to log in. Make sure every active user is assigned to 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 the support chat. If a non-admin user needs help, an admin should contact support on their behalf, or the user should be temporarily made an admin.