Someone leaves your team
Withdraw the access: it takes effect at once, including on work already scheduled in their name. Then read the audit trail to see what was done before the withdrawal, and reassign the conversations that person owned.
Team, access and data
Granting access that shows exactly what it should, knowing who did what, and exercising your data rights without writing to us.
What you will have at the end
People on your team who see what they need, and nothing else. A technician has no business reading your invoices; an assistant running one location has no business seeing the other two.
A readable record of what was viewed and changed, with the date and the person. Useful when there is doubt, and required when you handle sensitive information.
And your data rights, exercisable from the Settings screen: view, export, request deletion. You do not need to write to us for that.
Before you start
- The email address of the person to invite
- What you want them to be able to do, in plain words: read, reply, book, manage
- The site they belong to, if your business has several
A role can be changed afterwards, and removing an access takes effect on work already scheduled, not only on new work.
The steps
- Step 1
Invite the person
An invitation goes to their address. Until they accept, they see nothing: a pending invitation is not an access.
- Step 2
Choose the role
The role decides the screens. A screen a role has no right to is absent from the menu rather than greyed out — nobody wastes time clicking what they cannot open.
- Step 3
Limit the scope
When your business has several locations, each access can be tied to one. Requests, calls and appointments from the other sites stay out of view.
- Step 4
Read the record when you need it
Every view and every action leaves a timestamped trace, readable by you. That is the answer to «who cancelled this appointment», without having to ask.
- Step 5
Exercise your data rights
From the Settings screen: export your files, transcripts and archived recordings, or request a deletion. An export that cannot include everything names what it left out.
Role and scope: two settings, two questions
The role answers «what is this person allowed to do»: read requests, reply, book, manage the subscription. The scope answers «on what»: one site, several, the whole business. They are set separately because the two needs do not overlap.
A screen a role has no right to is absent from the menu rather than greyed out, and a file outside the scope answers «not found» rather than «forbidden». The nuance matters: a «forbidden» answer reveals that the file exists, which is already information.
The audit trail, and what it settles
Every view and every action leaves a timestamped trace, with the person. That trail is not there to watch your team: it is there to answer «who cancelled this appointment» and «who read this file» without asking everyone in turn.
It also serves when someone exercises their rights over their information. You can state what was consulted, by whom and when, which is exactly what a person is entitled to ask you. The privacy page describes the full handling.
The edge cases
An invitation goes unanswered
A pending invitation is not an access: until it is accepted, the person sees nothing. You can withdraw it, or send it again to another address if the first one was wrong.
A customer asks for their information to be deleted
When the person called your business, you are the one answering for it: the request is handled from your files. We assist you on derived items, and deletion reaches those too.
You handle sensitive information
For activities declared sensitive, retention at the voice provider is switched off: a call can appear with no recording, by design. The written request and the summary remain, and the audit trail keeps who read them.
Your export comes back incomplete
An export that cannot include everything names what it left out instead of staying quiet about it. Ask for it period by period when it is large: audio recordings weigh far more than text.
If something does not work
Someone says they cannot see a screen
That is expected behaviour when their role has no right to it: the screen is absent, not locked. Change the role if the access is intended.
They open a link and land on a not-found page
The link points to a file outside their scope — another site, or another business. The answer is deliberately «not found»: it does not reveal that the file exists.
You want to remove an access immediately
Removal applies at once, including to work already scheduled. Then check the record to see what was done before the removal.
Someone asks you to delete their information
If they are a person who called your business, you answer for it: the request is handled from your files, and we assist if it gets complicated.
Frequently asked questions
What owners ask about access and data.
How many people can I invite?
As many as your organisation has. What gets configured is not the number but what each one sees: their role and the site they are attached to.
Why does a colleague not see a screen?
Because their role gives no right to it. The screen is absent from the menu rather than locked, so they do not waste time clicking what they cannot open. Change the role if the access is intended.
Can I export my data myself?
Yes, from the Settings screen: files, requests, transcripts, appointments and archived recordings. There is no request to send us to obtain it.
Who can read call transcripts?
People whose role opens conversations, and only for the site they are attached to. Every read leaves a timestamped trace in the audit trail.
That is what lets you answer precisely when someone asks who consulted their file.
Can I limit someone to a single site?
Yes. Requests, calls and appointments from the other sites stay out of view, including inside the totals shown on their home screen.
Where are the processing activities and subprocessors described?
On the privacy page and the subprocessors page, which name the processing activities, their purposes and the providers involved.
The other help centre articles
Every task has its own.
After this
What these settings protect.