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HoopAI uses a role-based access control system. Every team member is assigned a role when they are invited, and that role determines which features they can see and what actions they can take. Roles can be further fine-tuned with individual permission overrides.
Only Admin users can create, edit, or delete other users and change role assignments. If you need to adjust your own permissions, contact your account administrator.

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Built-in roles

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Admin

The Admin role has unrestricted access to all features, settings, and data in the account. What admins can do:
  • Access and edit all contacts, conversations, opportunities, and tasks — regardless of assignment
  • Create and delete users, assign roles, and update permissions
  • View and change billing information and subscription details
  • Access API keys, integrations, and webhooks
  • Configure all settings including phone numbers, email services, domains, and custom fields
  • View all reporting data across the entire team
  • Enable or disable HIPAA mode, white-label settings, and agency features
Assign the Admin role only to account owners and senior managers who legitimately need full control.

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User

The User role is the standard role for most team members. It grants access to day-to-day CRM and communication features but restricts sensitive account configuration. What users can do:
  • View and manage contacts assigned to them (or all contacts, depending on permission settings)
  • Send and receive messages in the Conversations inbox
  • Manage their own calendar and appointments
  • View and update opportunities in assigned pipelines
  • Create and complete tasks
  • Use the dialer to make and receive calls
  • Access their own reporting data
What users cannot do:
  • Access billing, API keys, or integrations
  • Add, edit, or delete other team members
  • Change account-wide settings (phone numbers, email services, domains)
  • View reporting across the full team (unless specifically granted)
  • Delete contacts in bulk

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Agency (admin)

The Agency Admin role is available on multi-location plans. It grants access to the top-level agency dashboard where you can manage sub-accounts (also called locations). What agency admins can do:
  • Create, configure, and delete sub-accounts
  • Switch between sub-accounts from the agency dashboard
  • Push snapshot templates to sub-accounts
  • Configure white-label settings and rebilling
  • View aggregate reporting across all sub-accounts
This role is intended for agency owners or operations managers who oversee multiple client accounts.

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Agency (user)

The Agency User role provides read-level access to the agency dashboard with limited ability to manage sub-accounts. It is suited for account managers who need to view client accounts but should not be able to modify billing or create new sub-accounts.

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Permission customisation

After assigning a role, you can override individual permissions to create a tailored access level for each team member. Go to Settings > My Staff, click the three-dot menu next to a user, and select Edit Permissions.
1

Open permission settings

Go to Settings > My Staff. Click the three-dot menu (…) next to the team member whose permissions you want to change, then select Edit.
2

Review the permission categories

Permissions are grouped into categories: Contacts, Conversations, Calendars, Opportunities, Marketing, Automation, Sites, Payments, Reporting, and Settings. Each category has a list of individual toggles.
3

Toggle individual permissions

Turn individual permissions on or off. For example, you can grant a User the ability to export contacts while still blocking them from deleting records.
4

Save changes

Click Save. Changes take effect immediately — the user will see the updated access on their next page load.

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Key permission settings explained

PermissionWhat it controls
Restrict to assigned data onlyWhen enabled, the user can only see contacts, conversations, and opportunities that are directly assigned to them. Useful for sales reps who should work only their own leads.
Can export contactsAllows the user to download the contact list as a CSV. Disable this for team members who should not be able to extract data.
Can delete contactsAllows bulk and individual contact deletion. Disable for most standard users to prevent accidental data loss.
Can view all conversationsAllows the user to see conversations assigned to other team members. Disable to keep reps focused on their own inbox.
Can manage billingAllows access to the billing and subscription section of Settings. Typically only enabled for Admins.
Can access reportingDetermines whether the user can view the Reporting section, and whether they see full-team data or just their own.
Can create/edit automationsAllows the user to build, edit, or delete workflows. Restrict this to trusted users who understand automation logic.
Can manage integrationsGrants access to third-party connections (Stripe, Google, Facebook, etc.). Enable only for technical administrators.

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Restricting a user to their own data

If you want a team member to only see leads and conversations assigned to them:
1

Edit the user

Go to Settings > My Staff and click Edit next to the team member.
2

Enable the restriction

Find the Restrict to Assigned Data Only toggle and turn it on.
3

Assign the right contacts

Make sure this user’s contacts and opportunities are properly assigned to them. Contacts without an assigned user will not be visible to restricted users.
Use smart lists and workflow automation to automatically assign new contacts to the right team member based on source, tag, or round-robin rules. This keeps restricted users’ queues accurate without manual effort.

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Frequently asked questions

HoopAI does not currently support fully custom-named roles. However, you can achieve a custom access level by starting with a built-in role (User or Admin) and then toggling individual permissions on or off for each team member. The result is functionally equivalent to a custom role.
Changing a role does not affect existing data — contacts, conversations, and opportunities remain linked to the user. The change only affects what that user can see and do going forward.
Pipeline-level restrictions are not available as a built-in toggle, but you can use the Restrict to Assigned Data Only setting combined with workflow automations that control which opportunities are assigned to which users.
Yes. Go to Settings > My Staff, click Edit next to a user, and the permission panel shows their current role and all individual overrides.
As few as possible while keeping your operations functional. Having too many Admins increases the risk of accidental configuration changes or data deletion. A good rule of thumb is to limit Admin access to the account owner and one or two trusted senior staff, and use the User role with specific permission overrides for everyone else.
Last modified on March 5, 2026