Users & Permissions

Currently, we are only allowed just two main user roles—Admin and User. In our business model, we have sales reps who manage sensitive, high-net-worth clients. Some workw exclusively with these clients, and we need to ensure that only he and the admins can view and manage those particular contacts. On the other hand, we also have a broader group of salespeople who handle general incoming leads. These leads go into a user we created called "house account" and then i have an automation that assigns new contacts to that user. In that same automation, i add all the sales staff as contact followers so they can still be assigned tasks and see acitivy. While this workaround helps us, it also leads to intermittent issues and additional complexity. For instance, we recently had a scenario where a contact assigned to the house account had a task created that was assigned to a sales person (different user), but due to permission limitations, when the salesperson with the assigned task viewed his tasks screen from the contacts module, the associated contact field wasn’t visible to that rep. So there was no actionable way to conduct that task. Somehow that was eventually resolved on its own. Currently, contact followers cant see "house account" conversations, which created a big problem with one of our clients. It highlighted how fragile these workarounds can be. In other words, we’re relying on automations to manage workflows that would be much simpler if we had more nuanced user role permissions built into the platform. We are also sensitive to protecting a certain salesperson's contacts and have had staff in the past reassign contact ownership to themselves. Assigning the sales staff as followers allows them to see the contact, but not change the ownership, which currently works as a solution, but it is creating all the problems that i mentioned above. We believe that adding more granular permission controls, or allowing subaccounts to create their own user roles with more options for permissions with contact would benefit many businesses like ours. It would reduce the need for these complex workarounds and ensure a smoother experience.

Ability for admins, or at least agency owners, to see user activity (e.g. login, logout, WF updates, site updates, etc.). Important to see which users are engaged and which are dormant. Bonus: WF trigger on user engagement level, i.e. if a user's engagement level drops below x or rises above y, etc.

We have user's that would like to merge their contact but they don't have the ability to do so. Right now only the agency admin has this ability

Objective: Improve metric tracking, lead distribution, and internal communication among user groups within the platform. Current Problem: Currently, GHL only allows the addition of individual users without the ability to organize them into teams. This limitation impacts: Group Metrics: It’s impossible to analyze conversion rates, performance, or productivity by team (e.g., sales team vs. support team). Uneven Lead Distribution: Leads are assigned to individuals, not teams, which can overload some users while leaving others underutilized. Fragmented Communication: There’s no way to send targeted notifications to specific groups (e.g., alerts to the sales team about hot leads). Proposed Solution: Introduce a "Teams" feature within GHL, with the following functionalities: Team Creation Hierarchical Organization: Allow admins to create teams (e.g., "Sales SP", "24/7 Support") and assign users to multiple teams if needed. Customizable Permissions: Define access levels by team (e.g., sales team can edit pipelines, marketing team can only view reports). Team Metrics Custom Dashboard: View total conversion by team (e.g., how many leads from Team X became customers). Compare performance between teams (close rates, response times, etc.). Filter reports by team for strategic analysis. Automatic KPIs: Generate metrics like "Team Conversion Rate" or "Leads Assigned per Team" in charts and tables. Lead Distribution to Teams Automated Rules: Distribute leads evenly among team members (e.g., round-robin). Prioritize teams with lighter workloads or higher conversion rates. Assign leads based on tags or specific criteria (e.g., SP leads → SP sales team). Workload Balancing: Prevent overload by monitoring how many leads each team is handling. Internal Notifications by Team Targeted Alerts: Send real-time notifications to entire teams (e.g., "New urgent lead for the sales team"). Integrate with channels like Slack, email, or push notifications within GHL. Automated Reminders: Notify teams about pending tasks (e.g., follow-ups for unattended leads). Strategic Importance for GHL: Scalability: Larger businesses need to manage multiple teams without losing the big-picture view. Decision-Making: Team metrics help leaders identify gaps and reallocate resources effectively. Customer Experience: Evenly distributed leads are attended to faster, boosting satisfaction. Competitiveness: Platforms like HubSpot and Salesforce already offer this feature – GHL needs to keep up. Example Use Case: A marketing agency with 3 teams (Sales, Onboarding, Support) would use GHL to: Measure which team converts the most leads into meetings. Distribute 100 leads/day evenly among 10 sales reps. Send an automatic alert to the support team when a client opens a critical ticket. Technical Implementation Suggestion: Simple UI: Add a "Teams" section in the settings menu, with drag-and-drop user assignment. APIs for Automation: Allow teams to be used in workflows (e.g., "Send lead to Team X if tag is Y"). Integration with Existing Features: Link teams to pipelines, calendars, and campaigns. Why This is Urgent: Businesses are migrating to GHL for its flexibility, but the lack of team management limits its use for medium/large organizations. This feature would transform GHL into a truly competitive all-in-one platform.

Current: each user permissions are managed individually. Expected: enterprise software should have Role Groups, allow managing permissions based on which group the user belongs to. This saves time managing users/permissions and prevents unintended access being granted to the wrong users. For example, if we enable a new feature and want to give access to 100 users, right now it requires editing permissions for 100 users 1-by-1. Extremely inefficient.

In Settings > Staff, it is not possible to give a User view-only access: Contacts, Opportunities. Giving any access to these two sections always gives both View/Edit. In enterprise software, it should be possible to set each permission granularly: View, Update, Create, Delete.

We have lots of older couples. Many still just ONE e-mail and ONE phone number. Multiple times when one filled out the form after another, it overrode the previous data. Need an ability to select Deduplication by Name + Phone+ E-mail, not just e-mail and phone. That way it prevents data override.

Whilst the recent enforcement of 2FA (via email) is a welcome addition to the security of High-Level, email based 2FA is unfortunately one of the least secure 2FA methods. So, please add more 2FA options. Including at a minimum TOTP codes (a global standard) that people can use through whatever TOTP App they use. (E.g. Authy, Duo, Google Authenticator, Microsoft Authenticator etc). And at the same time, please: Allow an agency to select what 2FA options they will allow to be used across their clients. Allow Admins of a sub-account to also have this level of functionality to select what 2FA options users in their Sub-Account can use IF the Agency gives it to them.

Have a feature where you can enable/disable notification for Agency Owners or a specific users when a new user is created.