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Workspaces and roles
A workspace is one company's world: its leads, its campaigns, its calls, its numbers. Nothing crosses between workspaces unless somebody is explicitly given access to both.
The four roles
| Role | What it can do | Can dial |
|---|---|---|
| Agent | Dials, works the queue, logs outcomes, sees the accounts they are working and the calls they made. | Yes |
| Org admin | Everything in the workspace: campaigns, leads, numbers, team, billing, settings, every call and recording. | No |
| Client | Read only. Sees the work being done for them, the calls, the recordings and the reporting. Cannot change anything. | No |
| Superadmin | Sales Montana staff. Crosses workspaces for support and provisioning. | No |
Plans are flat. Engine covers up to three users of any role, and Pro covers as many as you have, so there is never a reason to share a login.
People who work across several workspaces
An agency has one person covering three clients, and a team lead watches two floors. Rather than three logins, a person has a home workspace and can be granted access to others. They get a workspace switcher, and everything they see is scoped to whichever one they are in.
Access to a second workspace is granted by an admin of that workspace. It does not carry a role with it automatically: a person can be an agent in their home workspace and a read-only client in another.
Asking for access
When a rep hits something they do not have, a caller ID that is not assigned to them, a number they cannot dial from, a page their role does not reach, there is a button that files the request. Admins see who is waiting at the top of Settings, then Users.
Granting stays a human decision on purpose. Assigning a number spends money and takes it out of a pool, so a one-click grant would be a way to spend by accident. Asking twice does nothing; the second request is folded into the first.