Role-Based Access Controls

Right Access for Each Role

Not everyone needs to see everything. Your marketing team might update the knowledge base, but shouldn't change AI behavior. Your receptionist might review call logs, but shouldn't modify call routing. Your IT admin needs full access.

PhoneFlow's role-based access controls let you define exactly what each team member can do. Meet compliance requirements, reduce risk, and keep things organized.

Control what information AI can share about each team member

Built-In User Roles

Common roles ready to assign, or create custom ones

📚

Knowledge Base Admin

Update what the AI knows without changing how it behaves.

Add, edit, delete knowledge base entries
Upload documents and FAQs
Review knowledge gaps from calls
Cannot change AI personality or routing
Cannot access call recordings

🤖

AI Manager

Full control over AI configuration and behavior.

Modify AI personality and voice
Edit call routing workflows
Configure integrations
Update knowledge base
Review call logs and analytics

📞

Call Log Viewer

Review calls and performance without making changes.

View call transcripts and summaries
Listen to call recordings
Access call analytics
Export call data
Cannot modify any settings

👑

Account Administrator

Full access including user management and billing.

All AI Manager permissions
Manage user accounts and roles
Access billing and invoices
Configure security settings
View audit logs

Why Access Controls Matter

Security: Limit exposure of sensitive call data to those who need it
Compliance: Meet regulatory requirements for data access controls
Stability: Prevent accidental changes to critical AI configuration
Accountability: Know who changed what with audit logs
Delegation: Let team members help without risking mistakes

Common Use Cases

Marketing team: Knowledge Base Admin role to keep FAQs current
Office manager: Call Log Viewer to monitor performance
IT/Operations: AI Manager for technical configuration
Business owner: Account Administrator for full oversight
Seasonal staff: Limited read-only access during busy periods

Audit Trail

Every action is logged. When someone updates the knowledge base, modifies call routing, or accesses call recordings, the system records who, what, and when. Essential for troubleshooting, compliance, and accountability.