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 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.