User Groups

A user group manages permissions for a whole team at once, rather than setting them person by person. When someone joins a group, they get all of that group’s permissions automatically.

Overview

Groups make permissions consistent and quick to manage. Set up groups that match your roles, such as Customer Service, Finance Team or Senior Management, each with the right level of access. Then:

New staff get the correct access the moment you add them to a group
Everyone in the same role has consistent permissions
You can grant temporary access or handle staff changes quickly

Key Fields

User Group Details

This section stores the basic user group information such as the name.

Field	Description
User Group	Name of the user group

Standard Permissions

Detailed control over specific system functionality the user can access, including billing, reports, customer management, and various operational areas. Each permission can be granted at different access levels.

Field	Description
Billing	Permission level for billing functions
Reports	Permission level for reports access
Customers	Permission level for customer management
Direct Debits	Permission level for direct debit management
Numbers	Permission level for number management
Features	Permission level for feature management
Invoices	Permission level for invoice management
Payments	Permission level for payment management
Transactions	Permission level for transaction management
Correspondence	Permission level for correspondence management
Notes	Permission level for notes management
Tariffs	Permission level for tariff management
Discount Plans	Permission level for discount plan management
Users	Permission level for user management
Call Overrides	Permission level for call override management
Generated CDRs	Permission level for generated CDR management
Parameters	Permission level for system parameter management
Bulk Import Files	Permission level for bulk import file management
Image Files	Permission level for image file management
Carrier Transactions	Permission level for carrier transaction management
Fixed Fee Tariffs	Permission level for fixed fee tariff management
Sent Emails	Permission level for sent email management
Payment Cards	Permission level for payment card management
Payment Card Payments	Permission level for payment card payments management
Payment Card Runs	Permission level for payment card run management
Direct Debit Payments	Permission level for direct debit payments management
Direct Debit Runs	Permission level for direct debit run management
Tickets	Permission level for ticket management
Customer Contacts	Permission level for customer contact management
Feature Discount Schemes	Permission level for feature discount scheme management
Email Addresses	Permission level for email address management
Customer Activity	Permission level for customer activity viewing
User Activity	Permission level for user activity viewing
Ignore Traffic Numbers	Permission level for ignore traffic number management
Ignore Traffic Chargebands	Permission level for ignore traffic chargeband management
Xero Tasks	Permission level for Xero task management
Expected Payments	Permission level for expected payment management
Billing Tasks	Permission level for billing task management
Disaster Recovery Files	Permission level for disaster recovery file management
TODOs	Permission level for TODO management
Services	Permission level for service management
Bulk Action Files	Permission level for bulk action file management
Stored Files	Permission level for stored file management
Currencies	Permission level for currency management
Parameter Keys	Permission level for parameter key management
Provider Links	Permission level for provider link management

Standard Settings Permissions

Permissions for managing system configuration and settings, including tariffs, customer statuses, and other system parameters. These permissions are typically granted to administrators.

Field	Description
Standard Features	Permission level for standard feature management
Feature Types	Permission level for feature type management
Transaction Types	Permission level for transaction type management
Service Charge Intervals	Permission level for service charge interval management
Call Types	Permission level for call type management
Carrier Call Types	Permission level for carrier call type management
Call Types AKA	Permission level for call type AKA management
Chargeband Discrepancies	Permission level for chargeband discrepancy management
Customer Statuses	Permission level for customer status management
Number Statuses	Permission level for number status management
Feature Statuses	Permission level for feature status management
Payment Types	Permission level for payment type management
Number Types	Permission level for number type management
Customer Groups	Permission level for customer group management
User Groups	Permission level for user group management
Departments	Permission level for department management
Note Types	Permission level for note type management
Ticket Types	Permission level for ticket type management
Ticket Statuses	Permission level for ticket status management
Ticket Priorities	Permission level for ticket priority management
Ticket Activity Types	Permission level for ticket activity type management
Ticket Suppliers	Permission level for ticket supplier management
Ticket Responses	Permission level for ticket response management
Commission Profiles	Permission level for commission profile management
Carrier Transaction Types	Permission level for carrier transaction type management
VAT Rates	Permission level for VAT rate management
Customer Products	Permission level for customer product management
Correspondence Types	Permission level for correspondence type management
User Activity Reasons	Permission level for user activity reason management
Call Type Custom Groups	Permission level for call type custom group management
Locations	Permission level for location management
Ignore Traffic Number Types	Permission level for ignore traffic number type management
Ignore Traffic Chargeband Types	Permission level for ignore traffic chargeband type management
User Activity Types	Permission level for user activity type management
Invoice Usage Report Customer Profiles	Permission level for invoice usage report customer profile management
MyAccount Customer Profiles	Permission level for MyAccount customer profile management
MyAccount Numbers	Permission level for MyAccount number management
MyAccount Campaigns	Permission level for MyAccount campaign management
Xero Task Types	Permission level for Xero task type management
Expected Payment Types	Permission level for expected payment type management
Customer Classes	Permission level for customer class management
Carriers	Permission level for carrier management
Billing Task Types	Permission level for billing task type management
Stored Files Provider Types	Permission level for stored files provider type management
Stored Files Providers	Permission level for stored files provider management
Auto Topup Profiles	Permission level for Auto Topup profile management
TODO Statuses	Permission level for TODO status management
TODO Activity Types	Permission level for TODO activity type management
TODO Repeat Rules	Permission level for TODO repeat rule management
TODO Action Taken/Next Steps	Permission level for TODO action/suggestion management (Action Taken and Next Steps)
TODO Types	Permission level for managing TODO Types (categories)
Service Statuses	Permission level for service status management
Service Types	Permission level for service type management
CRM Configuration	Permission level for CRM pipeline, stage, product family and loss-reason management
CRM Deal Quick Actions	Permission level for CRM Deal Quick Action management
SMS Types	Permission level for SMS type management

Standard Billing Permissions

Specialised permissions for billing operations, including billing run management, call processing, and direct debit handling. These permissions control access to billing-specific functionality.

Field	Description
Billing Run	Permission level for billing run operations
Processing	Permission level for billing processing operations
Direct Debits	Permission level for direct debit operations
Calls	Permission level for call-related billing operations
Billing Runs	Permission level for billing run management
Billing Cycles	Permission level for billing cycle management
CDR Files	Permission level for CDR file management
Deleted Calls	Permission level for deleted call management

Additional CRM Permissions

Permissions for the CRM: deals, proposals, deal items and activity, together with the capability bits governing whose deals a group's members may see and edit, and who may approve a proposal or accept one on a customer's behalf.

Field	Description
CRM Deals	Permission level for CRM Deal management
CRM Proposals	Permission level for CRM Proposal management
CRM Deal Transactions	Permission level for CRM Deal Transactions (pricing)
CRM Deal Activity	Permission level for the CRM Deal activity log
CRM Chasing	Permission level for CRM debt-chasing cases
CRM Chase Activity	Permission level for the CRM chase case activity log
CRM Packages	Permission level for CRM Package management
CRM Sequences	Permission level for CRM Sequence enrolment management
CRM Cases	Permission level for customer Cases (questions and requests raised from proposals, MyAccount and inbound email)
CRM Stock Numbers	Permission level for the CRM stock number inventory (memorable/premium numbers held for sale)
CRM Campaigns	Permission level for CRM campaigns (batched deals, TODOs and bulk correspondence sends)
CRM Email Queue	Permission level for the CRM email queue (Edit grants queue management: release/cancel, pause/resume and quotas)
CRM Team Queues	Which CRM sections this group grants team-wide queue and analytics scope for (members must also hold the section)
Confirmations of Instructions	Permission level this group grants for Confirmations of Instructions, including approving sends and recording an acceptance on the customer's behalf
CRM Case Sending	Which CRM sections this group grants sending of customer-visible case replies in (members must also hold the section and Cases Edit; without the section's send bit their replies are saved as drafts for review)
CRM Credit Requests	Permission level this group grants for credit, goodwill and refund requests raised in the CRM workspace (approving a request and posting the money additionally needs the backend Transactions Add permission and falls under the member's maximum credit value)
CRM Complaints	Permission level this group grants for the Ofcom complaints register in the CRM workspace (recording, resolving and issuing ADR or deadlock letters on complaints)

Additional Data Protection Permissions

Permissions related to data protection responsibilities and access to sensitive information. These permissions ensure compliance with data protection regulations.

Field	Description
Data Protection Responsibilities
User Activity
Customer Activity
Data Protection Access

The permission sections (Standard Permissions, Standard Settings Permissions, Standard Billing Permissions, Data Protection and CRM) mirror the permissions on an individual user. A user’s effective permissions combine their own settings with those from every group they belong to.

The supplied CRM groups

Five groups are supplied for the CRM workspace. Four are roles; CRM Manager is an overlay.

Group	What it grants
Sales	The full salesperson role: the sales CRM permissions, day-to-day backend permissions for customers, numbers, features and correspondence, and the Sales reports. No chasing rights, and cannot accept on a customer’s behalf
Operations	Deal viewing and editing, with record permissions for preparing services and bringing eligible deals live
Credit Control	Chasing, chase activity and cases, including Run Chase Sends
Customer Services	Cases, plus read-only campaigns and email queue
CRM Manager	An overlay: deletes, the capability bits such as Approve Chase Actions and Accept on Behalf, and all four team-queue bits. It carries no See or View Details of its own, so grant it alongside one of the four roles, not instead of one

Two things are granted per group rather than at a level:

The customer form’s Credit Control section - credit controller, chase pipeline, credit limits and auto-topup settings - is visible to the Billing group and editable by Credit Control and Primary (Full Access). A group you created yourself needs adding to the two credit control entries under Settings, Form Fields.
CRM Team Queues and CRM Case Sending are ticked per CRM section rather than set to a level. See Access and roles.

Giving somebody the Credit Control CRM section is not the same as putting them in the Credit Control user group.

Managing User Groups

Adding a Group

Open the User Groups list.
Click “Add User Group”.
Name the group and set its permissions.
Save.

Assigning Users to a Group

Add users to the group from the user record or the group. They immediately gain the group’s permissions on top of their own.

Access

Permission: Users need the User Groups permission to view or edit groups.

User Management: individual user records and permissions.
Customer Configuration: departments, which route work to teams.
CRM access and roles: the CRM sections, the CRM permission list and the supplied role groups.

Want to onboard staff in seconds with exactly the right access? see how SAFE Billing Platform manages users and permissions