What access should each employee get in your call system: roles and permissions
Sado AI team · · 4 min read
In short
In a call system, each employee should see and change only what their job needs. The owner sees and sets up everything, a manager works with their own enquiries, a receptionist handles bookings, the accountant sees only costs, and a developer gets an API key with the scopes it needs. Give everyone their own login, with no shared password. Close a person’s access on the day they leave. And make sure at least two people can stop the calls.
Why one login for everyone is a risk
A shared password feels convenient, but when something goes wrong you can’t find out anything. For example, a price in the operator’s script changed, or someone exported every customer to Excel, and nobody knows who did it. A former employee still knows the password, and the password travels from chat to chat.
Personal logins with role-based rights solve three things: you see who did what, mistakes become less likely, and a leaver’s access closes in one step.
Role table: who sees and changes what
| Role | Sees | Changes | Doesn’t need |
|---|---|---|---|
| Owner | Everything: calls, costs, settings | Script, prices, hours, limits | — |
| Sales lead | Calls, recordings, enquiries | Question list, transfer-to-staff rule | API keys |
| Manager | Their own enquiries and recordings | Enquiry status | Settings, exports |
| Receptionist | Today’s bookings, callbacks | Booking times | Prices, script |
| Accountant | Minutes and costs | — | Recordings, transcripts |
| Developer | Only their system’s data | Their own API key | Everything else in the portal |
The table is an example. In a small company one person may hold two roles, but the rule stays: everyone gets only what their work needs.
The four riskiest permissions
- Changing what the operator says: script, prices, answers. A wrong price repeats on every call. Keep this with one or two people, and make one test call after every change.
- Starting auto-calls. A mixed-up list means hundreds of pointless calls. Decide clearly who uploads lists.
- Exporting all results to Excel and creating API keys. That’s the whole customer base in one file or one key.
- The stop button is the opposite: at least two people should have it, so wrong calls can be stopped at once even when one of them is on holiday.
When someone joins or leaves
- Joining: a personal login with rights for their role only. In the first week, the owner checks what they can see.
- Changing roles: remove the old rights first, then give the new ones.
- Leaving: on the same day, close the portal login, replace the API keys they saw and remove them from the Telegram group that gets call cards.
- Outsiders (an agency, an integrator) get time-limited access, closed on the day the work ends.
- Once a quarter, review the list: who has a login, and do they still need it?
Telegram groups and Excel files: the access people forget
Many companies send call cards to a Telegram group. Anyone in the group hears the recording and can forward it anywhere. Add only the people who work from the cards, and remove leavers the same day.
Excel exports are the same: know whose computer still holds the file, and delete copies nobody needs.
Setting up access in Sado
In the Sado portal every call has its recording, transcript, collected answers and cost. Results can be downloaded to Excel, and each call card can go to a Telegram group. Sado’s team does the setup with you: that’s the moment to agree who gets into the portal, with a separate login for each person.
For outside systems, API keys are created separately, each with its own scopes: for example, reading the transcript and summary needs the separate calls:content scope. More: API key security. Working hours, the daily limit and the stop button are in the portal too, so agree in advance who controls them. Short answers are in the FAQ; for incoming calls see the AI operator for inbound calls.
Questions
Does a small company need access roles?
Yes, in a simple form: a personal login for everyone and a clear agreement on who changes the script. Even in a team of three, a leaver’s open access is a risk.
Should the accountant listen to call recordings?
Usually not: minutes and costs are enough. Recordings hold customers’ personal data, so only people who need them for work should hear them.
What should be closed when an employee leaves?
Their portal login, the API keys they saw, and the Telegram group with call cards. All three on the same day.