Users & Permissions

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.

Short Summary: We need a customizable "Support Specialist" agency role that grants global access to all sub-accounts by default, but allows admins to selectively enable or disable specific Agency-level tabs per user. This role must also include strict account exclusions or warning popups for sensitive/PHI data, backed by a comprehensive QA change log. The Problem: As agencies scale, we hire support employees who need to "stay in their lane." Currently, GHL's permission structure fails us in two major ways: Data Exposure: To allow a support agent to see the global list of sub-accounts and jump in to help clients, we have to give them Agency-level access. However, this exposes highly sensitive agency-level information (billing, agency revenue, internal settings, marketplace purchases). Support employees should never see how the agency itself operates financially. "All-or-Nothing" Permissions: We cannot customize what an agent can see at the Agency level. We can't let them look at the Sub-Accounts tab while completely hiding the Billing or Marketplace tabs. Proposed Solution: Absolute Agency Isolation (By Default) The Support Specialist role must be completely blind to sensitive Agency-level data by default. They should not see Agency Billing, Agency Settings, Team Management, SaaS Configurator, or Marketplace, keeping their primary focus strictly on navigating and accessing sub-accounts. Granular, Per-User Agency Tab Toggles Within the Team Management settings, Admins should be able to toggle specific Agency-level tabs on or off per support user. For example, an admin can enable the "Sub-Accounts" tab so the agent can see the global list and jump into any account to solve a ticket, while keeping "Billing" and "SaaS Configurator" completely hidden. Selective Account Exclusions & HIPAA Safeguards To protect client privacy, admins need a way to manage access to sensitive accounts. We propose two options: Exclusion Toggle: A simple checklist to "Exclude Access" to specific sub-accounts from that agent's global list. HIPAA/PHI Gate: A mandatory confirmation pop-up that appears when an agent attempts to enter a designated sensitive account (e.g., "Warning: This is a HIPAA-compliant account containing PHI. Do you have authorization to enter?"), which is then tracked. Robust QA Audit Logs A dedicated agency-level change log tracking actions taken specifically by these support users. To protect the business and maintain Quality Assurance, admins must be able to see: Who made the change, when, in which sub-account, and what exact setting/workflow was modified. Why This Benefits the GHL Community: Internal Security: Prevents employee data-theft, accidental deletion of critical agency assets, and exposure of confidential agency financials. Operational Flexibility: Allows agency owners to safely hire support teams to manage high-volume ticketing across all accounts without giving away the keys to the kingdom. Compliance: Gives agencies the precise control and audit trails required to sign enterprise clients and maintain strict HIPAA compliance.

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.

I am currently using automations to manage opportunity visibility by dynamically adding and removing staff as "opportunity followers" based on the project stage. This is necessary to ensure each department only accesses relevant information. However, this workflow is fragile; it often fails to process correctly or conflicts when a contact has multiple active opportunities (addressed separately in https://ideas.gohighlevel.com/opportunities/p/make-opportunities-make-sense-again ), requiring constant manual intervention to correct access. I propose two feature enhancements to resolve this: Staff Roles/Groups: Introduce the ability to create custom staff roles (e.g., "Sales Team," "Office Support"). These groups should be selectable in automations (e.g., "Assign group as opportunity followers") to eliminate the need to manage individual users one by one. EDIT: Adding onto this first one, having the ability to have default permissions for these roles so when a employee is given one they assume the permission group tied to it (given that custom changes are not already made to the individual). A very basic version of this is already in place with the "User" vs "Admin" account type. Permission-Based Pipeline: Implement pipeline settings that allow pipelines, pipeline stages, lists, etc. to be restricted to defined roles or groups. Instead of relying on automations to add/remove followers, access to an opportunity would be automatically governed by the stage it currently occupies. For example, a "Sales Team" role could be granted exclusive view access to specific pipeline stages, ensuring that visibility is automatically updated as the opportunity moves throughout. These features would drastically simplify opportunity management, reduce the reliance on complex, error-prone automations, and provide a more secure, granular way to manage team access across the platform. Let me know your thoughts on this everyone! Thanks!

Starting this agency with a friend of mine, we have not sorted any ownership or legality stuff yet, how can we both be owners? Instead of one owner one admin

I would like to request a notification setting that allows users to receive updates whenever HighLevel releases new features, UI changes, Labs features, system changes, or important product updates. Right now, HighLevel is constantly improving and releasing new tools, which is great. However, many agencies and users are not clearly notified when something changes. Sometimes features are added, moved, renamed, tested in Labs, or updated in the UI, and agencies are left trying to figure out what changed after the fact. There should be a setting under: Staff Settings > Notification Settings that allows each user to choose whether they want to receive product update notifications. Suggested notification options: HighLevel Product Updates Notify me when new features are released Notify me when Labs features are added or changed Notify me when major UI changes are made Notify me when existing features are updated Notify me when important workflow, AI, calendar, CRM, or messaging changes are released Suggested delivery options: Email SMS In-app notification All of the above This could be enabled for: Agency admins only Sub-account admins Individual users Optional staff-level subscriptions This would help agencies stay ahead of changes instead of being surprised by them. It would also reduce confusion, support tickets, client frustration, and the need to constantly relearn parts of the system without warning. For agencies, this is especially important because we often have to train clients, staff, contractors, and support teams. When HighLevel changes something without clear user-level notifications, it creates friction across the entire agency. The goal is simple: Give users the option to receive official HighLevel update notifications by email, SMS, or in-app alerts, so agencies and teams are not left in the dark when the platform changes. This would make product updates easier to understand, easier to train around, and much smoother for agencies managing clients at scale.

I would like to request a Do Not Disturb or Silent Mode option for each staff member based on their user availability. Right now, staff members can have availability hours set inside their user profile, but calls and notifications can still ring or alert them outside of those hours. This creates an issue for employees, team members, and non-admin staff who do not want their phones ringing after work hours. There should be a setting under either: Staff Settings > User Availability or Staff Settings > Notification Settings that allows calls, app notifications, and related alerts to be silenced automatically when the staff member is outside their available hours. Suggested setting: Do Not Disturb Outside Availability Hours When enabled, the system would automatically silence or stop routing calls and notifications to that staff member when they are marked unavailable. This would help with: Preventing staff phones from ringing after hours Respecting employee work schedules Avoiding burnout for non-admin staff Reducing the need for staff to manually log out Making user availability actually control when staff can be contacted Improving call routing for teams with different schedules This is especially important for agencies and businesses with employees who are not owners or admins. A regular employee should not have to log out of the app every day just to stop after-hours calls or notifications. Helpful options could include: Silence incoming calls outside availability Silence mobile app notifications outside availability Allow emergency/admin override Apply only to assigned conversations or calls Set different rules for calls, SMS, and app notifications Show staff as unavailable for routing purposes The goal is simple: If a staff member is outside their set availability, HighLevel should have an option to automatically stop ringing or notifying them until they are available again. This would make staff availability more useful and help teams operate without everyone’s phone turning into a haunted doorbell after hours.

We have fields in our product that we would like to send to GHL for read-only info purposes to give better insight into our contacts For example, Cancelled Date should not be an editable date picker field. Same with our automated Readiness scoring.

Field-Level Personalization (Data Masking) Let admins control exactly what users see in a contact: Hide specific fields (email, phone, tags) Or show masked values like: j***@gmail.com +1 1234 Action-Level Permissions (Granular Controls) Instead of just “delete ON/OFF”, allow: ❌ Disable Delete Contact ❌ Disable Bulk Delete ❌ Disable Export ❌ Disable Edit Sensitive Fields ✅ Allow only: view / note / pipeline update Smart UI Personalization (Per Role) UI adapts based on role: Remove “Delete” button completely (not just disabled) Hide workflow actions that users are not allowed to use Simplify interface for agents vs admins Audit + Safety Layer Log every attempted restricted action Optional “approval required” for deletion or export Admin override restore option Conditional Visibility Rules Example: Show email only if deal stage = “Qualified” Hide phone unless user is assigned to contact 💡 Why this is powerful This turns GHL from basic role permissions into a true enterprise CRM control system, where: Data leakage is reduced Teams only see what they need Mistakes (like deleting contacts) are prevented structurally