CallHippo lets you assign different roles to users and set up reporting relationships to create a clear team hierarchy. This helps you manage teams under one account, keep data separate for each team, and control who can access what information.
With the user role system, one team cannot view another team’s data. Access and visibility depend on roles and reporting relationships.
How to Assign Roles When Inviting Users
Go to Users → Invite User
While inviting a new user, you can choose the user’s role from the available options. You can also define a reporting person using the "Reports To" setting.
User Role Hierarchy:
Roles are arranged in the following hierarchy:
Owner
Admin
Dashboard User
Manager
Supervisor
Agent
Users can only see data of users who are under them in the hierarchy and are assigned as reporting to them.
Example: A Manager can view the data of Agents who report to that Manager.
Lower-level users cannot see the data of higher roles.
Example: Agents cannot view the data of Managers.
How to Change the Role of Existing Users?
Go to Users → Settings → Roles
You can upgrade or downgrade a user’s role if the user is under your hierarchy. You cannot change the role of users who have the same or a higher role than you.
Example: An Admin can change the roles of Managers or Agents, but cannot change the role of another Admin or the Owner.
What Happens if You Downgrade a User's Role?
When a user’s role is downgraded, their direct reports will be reassigned to the next upper-level user in the hierarchy.
Example: John is an Admin. Adam is a Manager reporting to John, and five users report to Adam. If Adam’s role is changed to Agent, then the five users who were reporting to Adam will now report to John.
How “Reports To” Works and How to Set It?
You can define a reporting person for any user under “Reports To”. The reporting person will have access to the user’s data.
Example: If Adam reports to John, John can view Adam’s data.
To set or change a reporting person, go to the user’s profile in settings and choose a user from a higher role in the hierarchy.
You can also select multiple users in the “Reports To” field. All selected users will be able to see the reporting user’s data.
Note: Roles are not shown in the dropdown; only usernames are visible.
What Is the Importance of “Reports To”?
It defines who can view a user’s data.
This feature helps create team-wise reporting structures, so different managers or admins can only access their team’s data.
Example: If you have two teams, you can create two Admins or Managers and define them as reporting persons for Agents. This way, each team can be managed independently.
What Is an “Assigned User”?
This section allows Managers, Supervisors, and Dashboard Users to select the users whose data they want to access.
When you add users under “Assigned Users”, you become their reporting person.
If a user deselects a lower-level user from the Assigned Users section, they will no longer be able to view that user's data. Additionally, higher roles in that reporting chain will also lose access.
Example:
User A is a Manager
User B is a Supervisor
User C is an Agent
If User B removes User C from reporting to them, then both User B and User A will lose access to User C’s data.
Note: Owner and Admin users will still be able to see the data of all users.
How User Roles Work – Access by Role
Below is a comparison of access and permissions for each role in CallHippo:
Owner
The person who creates the CallHippo account becomes the Owner.
The Owner has full access to the system, including the dialer and all feature modules.
Only the Owner can invite another Admin.
Admin
Admins have the same access as the Owner (except they cannot invite other Admins).
Admins have access to the dialer and all system features.
Admins can:
Add, edit, or delete users and numbers
Access and modify billing and plan information
Use number masking
Add and manage tags
Set holidays
Control call recording rights and compliance settings
Download reports
Access email reporting
Set price caps
Configure IP whitelisting
Use Case: Assign the Admin role if you want someone to manage everything in the system.
Dashboard User
This role is meant for users who only need to view reports and dashboards.
Dashboard Users do not have access to the dialer and cannot make or receive calls.
They are charged $15/user.
Dashboard Users can:
Access the web app dashboard
View data of users under their “Assigned Users” list
Do not make changes to any settings or users
Not access the dialer
Use Case: Ideal for supervisors, auditors, or team leads who only need to monitor call and user activity.
Manager
Managers lead teams and monitor performance.
They can:
View data of users reporting to them
Add and edit users under their hierarchy
Add or delete numbers
Modify number settings
Create or edit Predictive Dialer (PD) campaigns
Create or modify teams
Use Case: Assign Manager role when someone needs to manage a group of agents and their related settings.
Supervisor
Supervisors are intended for monitoring and QA purposes.
They can:
View all data (reports, activity feed, number list) of users who report to them
Not make changes to users, numbers, or system settings
Use Case: Assign Supervisor role when someone needs to monitor users for training or quality assurance.
Agent
Agents can:
Make and receive calls using the dialer
View and edit their own data only
Not access other users’ data or modify any system settings
Use Case: Assign Agent role to frontline calling staff.
Frequently asked questions:
Q: I can’t see someone’s data in the dashboard—why?
A: You can only view the data of users who are assigned to you through the “Reports To” setting and are lower than you in the role hierarchy. If they’re not assigned or are in a higher role, you won’t have access.
Q: Why can’t I change another user’s role?
A: You can only change the role of users who are under your reporting hierarchy and have a lower role than yours. If the user is at the same level or higher, you won’t have permission to change their role.
Q: I downgraded a user’s role, but now I can’t see their team’s data—what happened?
A: When you downgrade a user, their direct reports are reassigned to the next person above them in the hierarchy. If you’re not that person, you will lose visibility of those users’ data.
Q: Can I assign more than one reporting person to a user?
A: Yes, you can select multiple users in the “Reports To” field. All of them will be able to access the reporting user’s data.
Q: Why don’t I see roles listed in the “Reports To” dropdown?
A: The “Reports To” field only shows usernames, not their roles. You’ll need to know the person’s role before selecting them.
Q: What happens if I remove someone from my “Assigned Users” list?
A: If you remove a user from your “Assigned Users,” you will no longer be able to view their data. Also, higher roles above you in that reporting line will lose access too.
Q: Why do some users still have access to a user I removed?
A: Owner and Admin users always have full access to all users’ data, regardless of the reporting structure.
Q: I’m a Manager—why can’t I view all users’ data?
A: Managers can only see the data of users who report to them. You’ll need to make sure those users are correctly assigned under you using the “Reports To” option.
Q: My Supervisor can't make changes to users—why not?
A: Supervisors have view-only access. They can monitor user data but cannot make changes to user settings or roles.
Q: How can I view only the reports and dashboards without using the dialer?
A: You can use the Dashboard User role. This role allows access to view reports and dashboards, but not to make or receive calls.
Q: I want to manage a team of agents—what role should I assign myself?
A: You should be assigned the Manager role. It allows you to manage users under your hierarchy, view their data, and adjust team settings.
Q: I accidentally downgraded someone’s role—can I fix it?
A: Yes, if the user is still under your hierarchy, you can go to Users → Settings → Roles and upgrade their role back.
Q: I’m an Agent but need to see another user’s activity—how can I do that?
A: Agents can only view their own data. You would need to be assigned a higher role (like Supervisor or Manager) and have that user listed under your reporting line.
Q: What should I do if I need someone to monitor calls but not make any changes?
A: Assign them the Supervisor or Dashboard User role. Both roles allow monitoring access without any permission to make changes.
Q: Can I become an agent and turn another user into an owner?
A: No, the Owner role cannot be transferred to another user. Ownership is fixed and cannot be assigned to someone else. However, the Owner can change their own role to Dashboard User if needed.
Q: Can an owner account become a dashboard user?
A: Yes, the Owner can downgrade their role to Dashboard User. In this case, the system will charge $15/user on a pro-rata basis for the Dashboard User role.
Q: Will agents be able to see each other's call logs?
A: No, Agents can only access their own data and call logs. They do not have permission to view any other user’s information, including that of fellow Agents.
Q: My user doesn’t need a number or calling access—just dashboard access. Is that possible?
A: Yes, you can assign them the Dashboard User role. This role is designed for users who only need to view reports and dashboards without making or receiving calls. It is ideal for supervisors, auditors, or team leads who need to monitor activity but not use the dialer. Dashboard Users are charged $15/user.
Q: How can I add an Admin?
A: Only the Owner can invite a new Admin. To do this, go to Users → Invite User and select the Admin role while inviting. Make sure you are logged in as the Owner to access this option.
I hope this helps. If you still face any queries, please feel free to reach out at [email protected]