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FieldPulse users can be assigned to a maximum of one phone line, but can manage multiple phone lines, regardless of their role. Users are able to transfer calls to phone lines they don’t manage. The following guide recommends Engage roles based on FieldPulse roles and desired permissions.
Company RoleDesired PermissionsEngage Role
Assignment User / Limited Agent• These roles do not have access to Engage.• Upgrade these users to service agents to grant Engage access.
Service Agent• Assigned to a specific line.
• Authorized to handle incoming and outgoing calls exclusively on the designated line.
• Permitted to view incoming activity only on the assigned line.
• Permitted to view outgoing activity only from oneself.		• Assign this user to one phone line or none. If assigned to one phone line, the user will default to line manager too.
• (Note: If you have multiple users assigned to a line, all assignees will be able to view each other’s activity on this line.)
Team Manager• Linked to one specific line or none.
• Empowered to oversee multiple lines.
• Capable of making incoming and outgoing calls on multiple designated lines.
• Granted access to view line activity on multiple specified lines.		• Assign this user to one phone line or none. If assigned to one phone line, the user will default to line manager too.
• Designate this user as a manager for multiple lines.
Admin• Linked to one specific line or none.
• Endowed with the authority to manage all lines.
• Enabled to make incoming and outgoing calls across all lines.
• Given access to view line activity on all lines.		• Assign this user to one phone line or none. If assigned to one phone line, the user will default to line manager too.
• Designate this user as a manager for all lines.
Note for Service Agents: You now have the option to enhance customer data privacy and control communication channels for users:
  1. Customer Contact Visibility:
    • You can hide customer phone numbers and emails from users while still allowing them full functionality within the system. This ensures customer details remain private.
  2. Communication Restrictions:
    • You can restrict the ability to make calls or send SMS using the user’s native device. This ensures all customer communication is conducted through FieldPulse and Engage, allowing:
      • Accurate tracking and recording of communications.
      • Prevention of unauthorized external calls or SMS.
Have additional questions? Contact us at support@fieldpulse.com or use the chat feature in the bottom right corner of your screen.