Default Permissions
When you create a new client in BuildVoiceAI, they are automatically assigned a set of default permissions. Rather than configuring permissions from scratch for every client, you can set agency-wide defaults under Settings → Default Permissions.
How Default Permissions Work
- You configure the default permission template in Settings
- When a new client is created, they inherit these defaults
- You can still override permissions on a per-client basis after creation
- Changing the defaults does not retroactively update existing clients
Default permissions only apply at the moment a client is created. If you change the defaults later, existing clients keep their current permissions. Update individual clients under Clients → [Client Name] → Permissions.
The 8 Permission Types
Each permission controls what a client can see and do in the client portal:
1. View Call History
Whether the client can see a list of their calls. When disabled, the Calls section is hidden entirely in the client portal.
2. View Call Transcripts
Whether the client can read the text transcript of each call. Requires View Call History to be enabled.
3. Listen to Recordings
Whether the client can play back audio recordings of calls. Requires View Call History to be enabled.
4. View Call Costs
Whether the client can see the per-minute cost and total cost of each call. Useful to disable if you bill clients at a different rate than your actual cost.
5. View Analytics
Whether the client can access the analytics dashboard showing call volume, sentiment trends, and performance metrics.
6. Manage Agents
Whether the client can edit agent settings like the prompt, voice, and configuration. When disabled, agents are visible but read-only.
7. Manage Phone Numbers
Whether the client can assign or unassign phone numbers to their agents. When disabled, phone number assignments are managed by the agency.
8. Manage Workflows
Whether the client can create, edit, and delete workflows. When disabled, the client can still see workflow executions but cannot modify workflows.
Recommended Defaults
Your ideal defaults depend on your agency’s service model:
Fully Managed (Do It For Them)
Disable most permissions and manage everything on behalf of your clients:
| Permission | Default |
|---|---|
| View Call History | On |
| View Call Transcripts | On |
| Listen to Recordings | On |
| View Call Costs | Off |
| View Analytics | On |
| Manage Agents | Off |
| Manage Phone Numbers | Off |
| Manage Workflows | Off |
Self-Service (Let Them Do It)
Enable most permissions so clients can manage their own setup:
| Permission | Default |
|---|---|
| View Call History | On |
| View Call Transcripts | On |
| Listen to Recordings | On |
| View Call Costs | On |
| View Analytics | On |
| Manage Agents | On |
| Manage Phone Numbers | On |
| Manage Workflows | On |
Even in a self-service model, many agencies keep View Call Costs disabled to maintain pricing flexibility. You can bill clients at your own rate without them seeing the underlying per-minute cost.
Per-Client Overrides
After a client is created, you can adjust their specific permissions at any time:
- Go to Clients → [Client Name] → Permissions
- Toggle individual permissions on or off
- Save changes
Per-client overrides take effect immediately. The client will see the updated portal on their next page load.
If you disable a permission that a client has been actively using (like Manage Agents), they will lose access to that functionality immediately. Consider notifying the client before making restrictive changes.