User Roles Dashboard

Purpose

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

Overview

SimboConnect 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

Capability	Admin	Front Desk	Staff
View all phone calls in the Call Work List	Yes	Yes	No (only assigned)
View SMS/text messages	Yes, all	Yes, all	No (only assigned)
See resolved calls list	Yes	Yes	Yes
Change organization settings	Yes	No	No
Configure Co-pilot settings and workflows	Yes	No	No
Manage on-call schedules	Yes	No	No
Access analytics and reporting	Yes	No	No

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

Role Details

Admin

Best for: 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

Best for: Receptionists and front office coordinators who handle day-to-day communications.

What they can see:

Call Work List with every 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

Best for: Individual providers and team members who should only see their own workload.

What they can see:

Only calls and SMS that are assigned to them
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:

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

Typical Assignments

Practice Manager or Owner: Admin
Lead Receptionist: Front Desk
Reception Team Member: Front Desk
Doctor, Nurse, or Provider: Staff
Contractor or Temp Provider: Staff

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 Staff unless they clearly need broader access.
Keep the number of Admin users small and documented.
Use Front Desk 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.