Manage User Access with Roles

Give users the right tools—without giving them too much access. Role-Based Access Permissions (RBAC) let Company Admins assign predefined roles to users, making it easy to manage access to analytics and Call History without handing over full admin privileges. This helps reduce admin overhead, streamline team management, and support compliance needs—especially for enterprise-scale organizations.

Let’s dive into the details.

Who can use this
Company and Office Admins can assign predefined user roles to their users.
Role-based user access control with unique roles is currently in an Early Adopter Program.

Contact your Customer Success Manager if you’d like to sign up to try this feature.

Roles

Dialpad offers 6 standard Admin and Supervisor roles, and 2 unique roles to give your users permissions to specific sections in offices and group settings.

Role	What they can do
Call QA Analyst	Manage and monitor customer interactions to ensure compliance, improve agent performance, and enhance service quality. They can: Access and review historical conversation data, including transcripts, call recordings, and interaction details. View and analyze calls and digital interactions assigned to or conducted by the user. Search for specific conversations, keywords, or topics within recorded calls and messages for quality assurance and compliance. Create and manage curated lists of recorded calls for training, coaching, and performance evaluation.
Analytics Manager	Manage analytics tools and dashboards. They can: Configure and manage real-time dashboards to monitor key call center metrics, agent performance, and operational insights. Access and analyze conversation data, including call records, digital interactions, AI-driven insights, CSAT scores, business intelligence reports, and playbook performance.
Office Admin	Provides full admin access to the office the user belongs to.
Regional Admin	Provides full admin access to selected offices.
Company Admin	Provides full access to all company settings and offices.

Assign a user role

User roles can be assigned from both Company and Office Settings.

Let’s look at each method.

Assign user roles from Company Settings

To assign a user role, go to the Dialpad Admin Portal.

Select My Company
Select Access Control
Select Roles
Select the role you wan to assign a user to
Select Assign
Choose which office(s) you want the role to apply to
Add the user(s)
Select Save

Assign user roles from Office Settings

To assign a user role from Office Settings, go to the Dialpad Admin Portal.

Navigate to Office Settings > select Users
Select Assign role
Check the box(es) beside the role(s) you want to assign
Select Save

Assign an admin role

Admin roles can be applied in bulk or individually. Office and Regional Admin access can be granted from the Office Settings, while Company Admin permissions must be assigned from Company Settings.

Assign an admin role from Company Settings

To assign an admin role from Company Settings, go to the Dialpad Admin Portal.

Select My Company
Select Access Control
Select Admins and Managers
Select Add Admin/Manager
Choose which user(s) you want the permission to apply to
Select the role type and office
Select Save

Assign an admin role from Office Settings

To assign an admin role from your Office Settings, go to the Dialpad Admin Portal.

Navigate to Office Settings > select Users
Beside the user, select Assign role
Select the type of admin access and to which office(s)
Select Save

Tip
To unassign or change a user’s role, select the role, uncheck the box(es) beside it, and select Save.

Frequently asked questions

Can I create my own role?

Custom roles are not supported at this time.

Will you be adding more roles?

Yes, we have several new roles that will be coming out soon.

How can I share my feedback about this feature?

Is there group-level granularity?

Not yet, but we’re working on adding group and shared line granularity to this feature.