User Roles and Their Permissions

This guide clarifies the permissions granted to each user role within OnceHub: Account Owner, Administrator, Team Manager, and Member. Each section details specific functionalities, summarized in easy to understand tables.

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The Account Owner: Ultimate Control

The Account Owner holds the highest level of access and permissions in OnceHub. While possessing all Administrator capabilities, they also have exclusive rights:

• Account Deletion: Only the Account Owner can permanently delete the OnceHub account.
• Ownership Transfer: The Account Owner can transfer their role to another user within the account. Upon transfer, the previous Account Owner becomes an Administrator.
• Non-Transferable Role: No other user can transfer account ownership, ensuring the Account Owner maintains control until a formal transfer.

These privileges allow the Account Owner to maintain overall authority while delegating responsibilities for operational efficiency.

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Subscription Management

Administrators have full access to manage and alter subscription plans, purchase seats, and add SMS credits, while Team Managers and Members can not make any changes.

Role	Manage Subscriptions	Purchase Seats	Purchase SMS Credits
Administrator	Yes	Yes	Yes
Team Manager	No	No	No
Member	No	No	No

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Seats Management

Seat management permissions control the allocation and removal of seats within the platform.

Role	Assign Seats	Unassign Seats	Purchase Additional Seats
Administrator	Yes	Yes	Yes
Team Manager	Yes (team only)	Yes (team only)	No
Member	No	No	No

Note

Team Managers can manage seats for their team members only. Members cannot assign or manage seats.

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User Management Permissions

User management permissions encompass editing roles, assigning team managers, and transferring ownership, as detailed below.

Role	View All Users	Edit User Roles	Assign Team Manager Role	Delete Users
Administrator	Yes	Yes	Yes	Yes
Team Manager	Only team members	No	No	No
Member	No	No	No	No

Note

Administrators manage roles, Team Managers handle teams, and Members have no user management permissions.

Contact Management Permissions

Contact management permissions define the level of access users have to view, edit, delete, and merge guest contact records within OnceHub.

Role	View Contacts	Edit or Manage Contact Details	Merge Contacts	Delete Contact
Administrator	Yes (all contacts across the account)	Yes (all contacts)	Yes (all contacts)	Yes
Team Manager	Yes (contacts owned by self & team)	Yes (contacts owned by self & team)	Yes (if they have access to both records)	No
Member	Only contacts they own	Only contacts they own	Yes (if they own both records)	No

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Integrations

Users can connect and manage integrations, but with varying levels of access based on their role.

Role	Connect Integrations	Manage Settings	Disconnect Integrations
Administrator	Yes (own and account integrations)	Yes	Yes (own and account integrations)
Team Manager	Yes (own only)	Yes (team only)	Yes (own only)
Member	Yes (own only)	Yes (own only)	Yes (own only)

Note

Members can manage their personal integrations but cannot alter settings or disconnect integrations for others.

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User Integrations Management

Account Owners, Administrators, and Team Managers can manage integration settings for other Users within the organization to maintain configuration standards or disconnect external accounts when necessary.

Role	Modify Other Users’ Configuration Settings	Disconnect Other Users’ Integrations	Connect Integrations for Others
Account Owner & Administrators	Yes (All users)	Yes (All users)	No
Team Managers	Yes (Team members only)	No	No
Members	No	No	No

Note

All Users, including Members, retain full permissions to connect, disconnect, and modify configuration settings for their own individual integrations.

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Booking Calendars Permissions

Booking calendar permissions dictate who can create and manage calendars, including team-specific usage, as detailed below.

Role	Create Calendars	Edit Calendars	Delete Calendars	Set Hosts
Administrator	Yes	Yes	Yes	Yes
Team Manager	Yes	Yes	Yes (team only)	Yes (team only)
Member	Yes	Yes (own only)	Yes (only own)	No

Note

Administrators have unrestricted access. Team Managers can work on calendars within their team, while Members are limited to their personal ones.

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Chatbots Permissions

Chatbot permissions determine which roles can create, edit, and publish bots.

Role	Create Chatbots	Edit Chatbots	Publish Chatbots	Delete Chatbots
Administrator	Yes	Yes	Yes	Yes
Team Manager	Yes (team only)	Yes (team only)	Yes (team only)	Yes (team only)
Member	Only own	Only own	Only own	Only own

Note

Administrators need to give Team Managers and Members access to Chatbots to be able to work with them.

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Routing Forms Permissions

Routing form permissions cover who can create, edit, and publish forms for user workflows.

Role	Create Forms	Edit Forms (Team)	Publish Forms	Delete Forms
Administrator	Yes	Yes	Yes	Yes
Team Manager	Yes (team only)	Yes (team only)	Yes (team only)	Yes (team only)
Requires permission	Only own	Only own	Only own	Only own

Note

Administrators need to give Team Managers and Members access to Routing Forms to be able to work with them.

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Phone Booking Recording Permissions

A User’s role determines which Phone Call recordings in Activities they are able to access.

Role	Playback Recording	Download Recording	View Transcript Summary
Administrator	All	All	All
Team Manager	Only own	Only own	Only own
Member	Only own	Only own	Only own

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Final Notes

• Role-specific Functionality: Always consider team-specific roles when granting permissions. Team Managers control their teams, but cannot access areas outside of their scope.
• Support: For any adjustments or unique setup needs, reach out to your account administrator or technical support.