Managing Granular Permissions for Voice AI Agents

Overview

This article explains how to configure access controls for Voice AI agents using newly introduced granular permission settings. Whether you're managing a large team or onboarding new roles, these settings help protect agent logic and streamline team workflows.

What’s New

Granular permission controls are now available for Voice AI Agents, giving teams the flexibility to assign role-specific access while protecting sensitive configurations and workflows.

With these new settings, users can:

• Control who can view or manage agents
• Define access to goal configuration features
• Separate dashboard visibility from editing privileges

Why It Matters

• Protect AI Agent Edits: Prevent unintentional edits to AI agent logic.
• Support scalable onboarding: Assign appropriate access for support, training, and admin teams.
• Ensure operational clarity: Separate permissions for dashboards, goals, and agent configuration.

Permission Types Explained

1. View & Manage Voice AI Agents

• Enabled:

  • Full control over creating, editing, deleting Voice AI agents.

  • Can assign phone numbers and configure settings.

  • Enables both view and manage permissions for goals.

• Disabled:

  • Agent list is hidden.

  • Users cannot create or edit agents.

  • Related goal permissions are also disabled.

  • Dashboard access is not affected by this setting.

This is the primary permission for managing agents, while the dahboard control access remains a separate permission. 

2. View & Manage Voice AI Agent Goals

• Enabled:
  • Can configure all behavior-related settings (e.g., knowledge base, workflows, advanced actions)
  • Full access to basic and advanced modes
• Disabled:

  • The goals tab is hidden during agent editing.

  • Users can still define goals at creation but not edit afterwards.

Best suited for advanced users or admins who handle AI logic and workflows.

3. View Voice AI Agent Goals (Read-only)

• Enabled:
  • View-only access to the Goals tab
  • Can review configurations without ability to modify
• Disabled:
  • Goals tab not visible

Suitable for roles like support or training.

4. View Voice AI Dashboard

• Enabled:

  • Access dashboards for both live and test customer calls, call recordings, summaries, and key metrics

• Disabled:

  • Hides the Voice AI dashboard globally and within the agent detail views.

  • Prevents exposure of call logs, sensitive data, and performance metrics.

Recommended for analysts or supervisors monitoring Voice AI outcomes.

How to Configure ?

1. Go to Account > Settings > My Staff 

2. Select a User and click on the edit icon to edit the permissions.

3. Under the AI Agents section, toggle the permissions for:
   • View & Manage Voice AI Agents

   • View Voice AI Agent Goals

   • View & Manage Voice AI Agent Goals

   • View Voice AI Dashboard

4. Save your changes to apply role-based access.