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<img src="https://cdn-assets.productfruits.com/2793082f-7fef-4342-b159-3f5576da40e4" alt="" data-position="full" data-width="100%" data-height="auto" class="lexical-inline-image position-full" style="z-index: 20;"><blockquote class="LexTKB__quote" dir="ltr">Click any image to enlarge!</blockquote><h2 class="LexTKB__h2" dir="ltr">Before you start</h2><ul class="LexTKB__ul"><li value="1" class="LexTKB__listItem">You must be an admin or part of the top-level team to create teams and users.</li><li value="2" class="LexTKB__listItem">Have the following ready when creating a new user:</li><li value="3" class="LexTKB__listItem LexTKB__nestedListItem"><ul class="LexTKB__ul"><li value="1" class="LexTKB__listItem">Name</li><li value="2" class="LexTKB__listItem">Email address (for login)</li><li value="3" class="LexTKB__listItem">Calling country</li></ul></li></ul><hr><h2 class="LexTKB__h2" dir="ltr">Step-by-step</h2><h3 class="LexTKB__h3" dir="ltr">1. Create a Team or User</h3><ol class="LexTKB__ol1"><li value="1" class="LexTKB__listItem">Go to Organisation &gt; Manage Organisation. </li><li value="2" class="LexTKB__listItem">Click New → New Team or New → New User.</li><li value="3" class="LexTKB__listItem">For a new user, enter the name, email address, and calling country. These are the mandatory fields,</li></ol><img src="https://cdn-assets.productfruits.com/661b5149-90b9-4216-b9cc-a9d736ea0acf" alt="" width="400" height="187">All other settings can be configured later! <hr><h3 class="LexTKB__h3" dir="ltr">2. Understand the Organisation Hierarchy</h3>Your organisation uses a parent–child hierarchy:<ul class="LexTKB__ul"><li value="1" class="LexTKB__listItem">The top-level team usually contains admins and has access to everything.</li><li value="2" class="LexTKB__listItem">Sub-teams sit beneath it.</li><li value="3" class="LexTKB__listItem">A user can call/work leads if:</li><li value="4" class="LexTKB__listItem LexTKB__nestedListItem"><ul class="LexTKB__ul"><li value="1" class="LexTKB__listItem">They own the lead, or</li><li value="2" class="LexTKB__listItem">The lead belongs to their team, or</li><li value="3" class="LexTKB__listItem">The lead belongs to the team directly above theirs.</li></ul></li></ul>For example:<ul class="LexTKB__ul"><li value="1" class="LexTKB__listItem">Charlie can only call leads belonging to him or the Bluejays team </li><li value="2" class="LexTKB__listItem">Larry can call leads that belong him, to The Bluejays and the Customer Service team, but not Sales Team North</li><li value="3" class="LexTKB__listItem">Liam can call leads that belong to him and to all teams. </li></ul> <img src="https://cdn-assets.productfruits.com/bfad463a-101b-46e4-984d-b1c7e76fa8a0" alt="" width="649" height="460.5036764705883"> <hr><h3 class="LexTKB__h3" dir="ltr">3. Assign Feature &amp; Campaign Permissions</h3>You can set permissions in two ways:<ul class="LexTKB__ul"><li value="1" class="LexTKB__listItem">When creating/editing a team or user</li><li value="2" class="LexTKB__listItem">Via Roles</li></ul><ol class="LexTKB__ol1"><li value="1" class="LexTKB__listItem">Select which permissions to assign to individual users or entire teams Click Save.</li></ol><img src="https://cdn-assets.productfruits.com/414fe8b3-a402-4d31-8373-1ff4c424708f" alt="" width="641" height="243.9696092619392"><hr><h3 class="LexTKB__h3" dir="ltr">4. Creating and Assigning Roles</h3> Roles override feature and campaign permissions. Use one system consistently! Use <a href="https://help.enreachoutbound.com/en/article/organisation-user-roles" target="_blank" rel="noreferrer" class="LexTKB__link">pre-made roles</a>, or customise your own.<ol class="LexTKB__ol1"><li value="1" class="LexTKB__listItem">Click the plus icon to add a role to a team or user</li></ol><img src="https://cdn-assets.productfruits.com/47686415-184f-499e-b0b6-7c3cc917dbe5" alt="" width="400" height="208"> <ul class="LexTKB__ul"><li value="1" class="LexTKB__listItem">Feature Roles grant access to certain features, keeping access consistent, secure, and easy to manage at scale.</li><li value="2" class="LexTKB__listItem">Campaign Access Roles allocate campaign access to ensure the right individuals have the necessary permissions.</li><li value="3" class="LexTKB__listItem">Lead Priority Roles limits which leads an agent can get based on their assigned priority range, allowing you to route top‑priority leads to your best agents and balance workloads.</li></ul> <hr><h3 class="LexTKB__h3" dir="ltr">5. Manage Users</h3><ul class="LexTKB__ul"><li value="1" class="LexTKB__listItem">To disable or edit a user: click the cog icon next to the user and choose an action.</li><li value="2" class="LexTKB__listItem">To reactivate a user: open the user → check Activate User → Save.</li></ul>Billing considerations: Adding or deactivating users may affect your billing model.Before disabling a user:<ul class="LexTKB__ul"><li value="1" class="LexTKB__listItem">Transfer ownership of any private redials, or ensure your campaign allows private redials to be released.</li></ul><hr><h3 class="LexTKB__h3" dir="ltr">6. Manage Teams</h3><ul class="LexTKB__ul"><li value="1" class="LexTKB__listItem">Teams can only be deleted if all users have been moved out.</li><li value="2" class="LexTKB__listItem">Team placement affects lead access and what information users can view.</li></ul><hr><h2 class="LexTKB__h2" dir="ltr">Check it’s working</h2><ul class="LexTKB__ul"><li value="1" class="LexTKB__listItem">You can see newly added teams and users in the organisation tree.</li><li value="2" class="LexTKB__listItem">Assigned permissions are visible in the permissions table.</li><li value="3" class="LexTKB__listItem">Users will see only the leads and features their role or hierarchy position allows.</li></ul><hr><h2 class="LexTKB__h2" dir="ltr">Troubleshooting essentials</h2><ul class="LexTKB__ul"><li value="1" class="LexTKB__listItem">If a user cannot see leads: check their team’s place in the hierarchy.</li><li value="2" class="LexTKB__listItem">If permissions seem incorrect: confirm that User Roles are not overriding team/user permissions.</li><li value="3" class="LexTKB__listItem">If a team cannot be deleted: ensure all users have been reassigned.</li></ul><hr><h2 class="LexTKB__h2" dir="ltr"> </h2>

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