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.

If we could create a custom field for team members (users) this would be MASSIVE. Means we can have way more flexibility in cycling users in campaigns (dynamically insert more things other than phone, email, signature, calendar).For example, this would also solve the problem I submitted in these ideas: https://ideas.gohighlevel.com/ideas/HIGHLVL-I-1308https://ideas.gohighlevel.com/ideas/HIGHLVL-I-1253A custom field for 'custom user calendar' would solve both of these. This is also a pathway to round robin cycling through calendars - the round robin would be done at the point they enter the campaign! HIGHLVL-I-1330

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.

Currently, the sort order is semi-alphabetical which makes looking for a permission header much harder as the list is not sorted alphabetically in its entirety. Having the list sorted alphabetically would make scanning and assigning roles and permissions much more efficient. For example, it's alphabetical until Conversations, then the next option is Ask AI, then it goes back to being alphabetically sorted for a while and then you get Launchpad, Sub-accounts, Marketing. This almost alphabetical sorting continues through all the roles and permissions.

E.g sales, marketing, admin, analyst, developer etc

The Problem: Businesses with rotating sales teams and multi-location operations are currently forced into an impossible choice when it comes to user permissions: Give a team member full CRM access → they appear in the contact owner dropdown permanently, even after they leave the company Restrict their CRM access → they can't make/receive calls, work leads, or use the platform meaningfully There is no middle ground. For businesses replacing a dedicated calling solution (like a softphone or carrier-provided calling app) with this platform, this is a critical blocker. Our specific situation: We operate 12 store locations with ~30 team members. Sales staff rotate. The store is the permanent entity — not the individual salesperson. We need store-level contact ownership to persist even as individual staff come and go. Currently, every user added gets injected into the contact owner dropdown across the entire account with no way to exclude them. The Request: Create a new user role type — "Sales/Field User" — with the following characteristics: ✅ Can make and receive calls through the mobile app ✅ Can send and receive SMS/texts ✅ Can view and work contacts assigned to them ✅ Can create and update opportunities on assigned contacts ✅ Can log notes and tasks ❌ Does NOT appear in the global contact owner dropdown ❌ Cannot take ownership of contacts account-wide ❌ Cannot access unassigned contacts outside their scope This would effectively function as a "calling + assigned leads only" role — perfect for field sales reps, store employees, and rotating staff who need phone functionality without polluting the CRM's contact ownership structure. Why This Matters: This gap is currently preventing multi-location businesses from fully replacing dedicated calling solutions (Verizon One-Talk, RingCentral, etc.) with this platform. The phone system infrastructure is solid — A2P, SHAKEN/STIR, number porting, mobile app — but without proper user role scoping, it cannot function as a true business phone replacement for teams where personnel turnover is normal. The platform's vision is to be an all-in-one system. This role type is a necessary building block to make that vision reality for any business with a field or sales team. Upvote if your business needs: Sales reps who can call/text without cluttering contact ownership Multi-location user management without shared logins A replacement for standalone calling apps within this platform

I would like to allow others to create invoices while they are out in the field, but I dont need them able to see grand totals and past invoices or have control to change items without admin permission.

Small business owners also employ people and provide salary to them. If we add the HR features such as employee timesheet tracking and payroll processing for team members in Go high level, then our platform will be even more appealing to small business owners who wants to use our platform.