Help & Support

Agents, roles & permissions

Manage your team on the Agents page (sidebar → Agents, page title Agent Management). This page is available to Organization Admins and Team Leads.

Roles

Every member of your organization has one role:

Role What they can do
Organization Admin Everything: agents, call lists, contacts, calling, messages, analytics, all settings, phone numbers, SMS compliance, billing and integrations. The person who creates the organization is an Organization Admin.
Team Lead Manage agents and call lists, work contacts and the Call Board, use Messages, view Analytics. Settings access is limited to Profile, Notifications and Organization.
Agent Work assigned contacts on the Call Board, use Contacts and Messages. Settings access is limited to Profile and Notifications. Agents cannot open Call Lists, the Agents page, or Analytics.
Billing Admin View Analytics and manage Billing. Cannot access agents, call lists, contacts or the Call Board.

Notes:

  • Every organization must keep at least one active Organization Admin. You cannot delete or demote the last one.
  • SMS Broadcasts are controlled by a separate broadcast permission, not by role. Organization Admins and Team Leads have it by default. There is currently no screen to grant or remove this permission for other users — contact hello@callhelm.com if you need it changed.

Add an agent

You can add agents one at a time or import a CSV. Adding an agent does not send an invitation yet — you send invitations as a separate step.

One at a time

  1. Click Add Agent.
  2. Fill in Full Name and Email Address (required). Optionally add Phone Number, Role (defaults to Agent), Department, Extension and Bio.
  3. Click Add Agent. The agent appears with status Pending.

If the email already belongs to an agent in your organization you'll see An agent with this email already exists in your organization.

Import a CSV

  1. Click Import CSV.
  2. Click Download Template to get agent_import_template.csv.
  3. Required columns: full_name, email. Optional: phone, role (agent, team_lead, billing_admin, org_admin), department, extension, bio.
  4. Upload the file. Rows with problems are listed by row number (missing fields, invalid email, invalid role). Imported agents appear with status Pending.

Invite agents

  1. On the agent's row, click the Send Invitation icon (or select several agents and click Send Invites).
  2. Confirm. The agent receives an email from Call Helm notifications@callhelm.com titled You're invited to join {your organization} on Call Helm with an Accept Invitation button.
  3. The agent's status changes to Invited. Use Resend Invitation if they didn't receive it.

When the agent clicks the link they land on Welcome! Let's set up your account, enter their name (and a password unless they signed in with Google/GitHub), and click Complete Setup. Their status becomes Active.

If the invited email address already has a Call Helm account, the member is activated immediately and no email is sent.

Invitations count toward your seats (see below). You can send up to 10 invitations per 10 minutes and 100 per bulk action.

Edit an agent or change their role

  1. Click View Details or Edit Agent on the agent's row.
  2. Click Edit, change the fields (name, email, phone, Role, department, extension, bio) and click Save.

Organization Admins can also set a per-agent Caller ID number here — the number contacts see when that agent calls. Leave it on Use organization default to use your organization's primary number.

Role changes can only be made one agent at a time.

Remove an agent

Click the Delete icon on the agent's row (or select several and click Delete) and confirm. This permanently removes the member from your organization and revokes their access. There is no "deactivate" option — deleting is the only way to remove access.

Departments

Create departments under Settings → Organization → Departments (Add Department, with a name and optional description). Assign agents to a department when adding or editing them.

Seats and the seat limit

A seat is any member whose status is Active or Invited. Your seat limit is the number of seats you purchased (paid plans) or the plan's included agents (see Billing, plans & seats).

  • Adding or importing agents does not use a seat; inviting them does.
  • If you're at the limit, sending an invitation fails with Seat limit reached. Remove an agent or add seats under Settings → Billing, then try again.

Agent statuses

Status Meaning
Pending Added but not yet invited.
Invited Invitation sent, not yet accepted.
Active Accepted and can sign in.

What agents see

Agents get a simplified experience: My Dashboard with their call queue, the Call Board, Contacts and Messages. By default agents can see all organization contacts; an Organization Admin can restrict them to only their assigned contacts under Settings → Organization → Call Settings → Agents can see all organization contacts. See Contacts.

When contacts are assigned to an agent from a call list, the agent receives an email ({n} new contacts assigned to you - {call list}) with a View My Contacts link to the Call Board.