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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:

 

  1. Does this person need to change settings or view organization-wide reports?

     

    • Yes → Admin

    • No → Go to step 2

     

  2. Should this person see and manage the entire communications queue for the practice?

     

    • Yes → Front Desk

    • No → Go to step 3

     

  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.

 

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