# User Roles Dashboard
> Source URL for below info: https://api1.simboconnect.com/helpb/books/simboconnect-ai-phone-copilot/page/user-roles-dashboard

### Purpose

Explain what each Phone Copilot user role can access, when to use each role, and how to choose the correct role when creating a new user.

### Overview

It is an AI Phone Copilot for front office teams. Users sign in to a dashboard where access is controlled by roles. There are three roles:

- **Admin**
- **Front Desk**
- **Staff**

Each role controls what the user can see and do in the product.

### Role Comparison at a Glance

<table id="bkmrk-capability-admin-fro"><thead><tr><th>**Capability**

</th><th>**Admin**

</th><th>**Front Desk**

</th><th>**Staff**

</th></tr></thead><tbody><tr><td>View all phone calls in the Call Work List

</td><td>Yes

</td><td>Yes

</td><td>No (only assigned)

</td></tr><tr><td>View SMS/text messages

</td><td>Yes, all

</td><td>Yes, all

</td><td>No (only assigned)

</td></tr><tr><td>See resolved calls list

</td><td>Yes

</td><td>Yes

</td><td>Yes

</td></tr><tr><td>Change organization settings

</td><td>Yes

</td><td>No

</td><td>No

</td></tr><tr><td>Configure Co-pilot settings and workflows

</td><td>Yes

</td><td>No

</td><td>No

</td></tr><tr><td>Manage on-call schedules

</td><td>Yes

</td><td>No

</td><td>No

</td></tr><tr><td>Access analytics and reporting

</td><td>Yes

</td><td>No

</td><td>No

</td></tr></tbody></table>

> In this guide, “calls” includes both phone calls and SMS text conversations.

### Role Details

#### **Admin**

<span class="s2">**Best for:**</span> Practice owners, operations leaders, and trusted IT leads.

**What they can see:**

Everything. All calls, all text messages, all resolved calls, and the full Admin portal.

**What they can do from the Admin portal:**

- Change organization settings
- Configure Co-pilot settings
- Create and update workflows
- Manage on-call schedules
- Access analytics and reporting
- Perform other administrative tasks

**When to assign:**

Assign Admin only to a small group that must control settings, compliance, and reporting across the entire organization.

#### **Front Desk**

<span class="s2">**Best for:**</span> Receptionists and front office coordinators who handle day-to-day communications.

**What they can see:**

- Call Work List with <span class="s1">**every**</span> call, whether assigned to them, assigned to someone else, or unassigned
- All text messages
- Resolved calls list

**What they can do:**

Work through inbound and outbound tasks, triage unassigned items, and keep the queue clean. They do not have access to Admin portal features.

**When to assign:**

Assign Front Desk to team members responsible for monitoring all patient communications and distributing work.

#### **Staff**

<span class="s2">**Best for:**</span> Individual providers and team members who should only see their own workload.

**What they can see:**

- Only calls and SMS that are <span class="s1">**assigned to them**</span>
- Resolved calls list

**What they can do:**

Respond to and close out their assigned items. They do not see items assigned to others and do not have access to Admin features.

**When to assign:**

Assign Staff to clinicians and specialists who should focus on their own tasks without exposure to the full queue.

### How to Choose the Right Role When Creating a User

Use this quick decision guide during user creation:

1. **Does this person need to change settings or view organization-wide reports?**
    
    
    - Yes → <span class="s1">**Admin**</span>
    - No → Go to step 2
2. **Should this person see and manage the entire communications queue for the practice?**
    
    
    - <span class="s1">Yes → </span>**Front Desk**
    - No → Go to step 3
3. **Should this person only see items assigned to them?**
    
    
    - Yes → <span class="s1">**Staff**</span>
    - No → Reassess responsibilities. Most non-admin users should be Front Desk or Staff.

### Typical Assignments

- **Practice Manager or Owner:**<span class="s1"> Admin</span>
- **Lead Receptionist:**<span class="s1"> Front Desk</span>
- **Reception Team Member:**<span class="s1"> Front Desk</span>
- **Doctor, Nurse, or Provider:**<span class="s1"> Staff</span>
- **Contractor or Temp Provider:**<span class="s1"> Staff</span>

### Changing Roles Later

Only an Admin should change a user’s role. If responsibilities change, update the role from the Admin portal in the user management area. Changes take effect on the next login or page refresh.

### Security and Privacy Notes

- Follow least-privilege access. Give the lowest role that still lets the person do the job.
- Keep Admin access limited and reviewed on a regular schedule.
- Remove or downgrade access when staff leave a team or change responsibilities.

### Tips and Good Practices

- Start new users as <span class="s1">**Staff**</span> unless they clearly need broader access.
- Keep the number of <span class="s1">**Admin**</span> users small and documented.
- Use <span class="s1">**Front Desk**</span> for anyone who must watch and work the full queue throughout the day.
- Review user roles monthly or during staff changes.
- Encourage Staff users to close or hand off items quickly so Front Desk can maintain a clean Call Work List.
- Periodically check the resolved calls list to ensure quality and correct routing.
> Source URL for above info: https://api1.simboconnect.com/helpb/books/simboconnect-ai-phone-copilot/page/user-roles-dashboard