Admin vs. Agent Roles

Every TelBuddy plan supports inviting teammates, up to that plan's seat limit, and each teammate has one of two roles. The goal is letting people help with real day-to-day work without every teammate holding full control of the account.

Admin. Full access: account settings, billing, carrier connections, Google Calendar accounts, AI configuration, plan changes, team members, permissions, and every number's inbox and calling activity. This is the role for whoever is responsible for how the account is set up and paid for.

Agent. A working role for the phones and the inbox. An Agent never sees billing, carrier credentials, API keys or team management, whatever else they are granted. Everything else an Agent can reach is decided by two settings an Admin controls in System Manager:

• Section Access decides which pages of the dashboard an Agent can open, and whether they can change anything there: Hide, Read Only or Full Access for the SMS Dashboard, AI Manager, Voice Settings, Sub-Accounts and System Manager. A new Agent starts with nothing and is granted what they need.
• Record Access decides which phone numbers, AI receptionists and calendars an Agent sees inside those pages. A sales agent limited to the sales line sees only its threads, voicemails, call history and settings, and can only send from it. Tick nothing for a type and the Agent sees all of that type.

Both are covered in Section Access and Record Access.

Why the split matters. It is common to want more people answering texts and calls than you want holding billing or the Twilio and Telnyx credentials. Roles plus the two access settings make that possible on one account, without sharing a single login (which loses per-person accountability in the inbox) or making everyone an Admin (a far bigger trust surface than most teams need).

Seats count against your plan limit regardless of role. Admins and Agents both count toward the plan's seat total. The limit is on logins, not on one role or the other.

Features at a glance

• Two roles: Admin (everything) and Agent (day-to-day work, narrowed by two settings)
• Agents never see billing, carrier credentials, API keys or team management
• Section Access: Hide, Read Only or Full Access per area of the dashboard
• Record Access: which numbers, AI receptionists and calendars an Agent sees
• Both roles count toward the plan's seat limit