121 CRM feature · Permissions and roles

Make access a business decision with named owners and regular review.

Give each person the access needed for their work, review privileged actions and remove access promptly when roles change. The capability is described from official product evidence; its availability, configuration and any usage charges for a particular 121 account still need to be confirmed before reliance.

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Customer Thread

Permissions and roles in a working customer journey

Illustrative example

Role requested
Fictional coordinator Mina needs contacts, conversations and tasks.
Access approved
A manager checks the role matrix.
Privileges limited
Exports and user administration remain restricted.
Human decision
Review completed
Quarterly review removes obsolete access.

Illustrative workflow — names, organisations and activity are fictional.

Fictional product demonstration

Permissions and roles, shown as working software

This coded interface uses realistic fictional data to explain the operating pattern; it is not a screenshot of a live customer account.

121 CRM · Data responsibility chain

Customer

Lawful inputs, users, instructions and acceptance

121

Agreed configuration, access handling and documented boundaries

Connected supplier

Service operation, account terms and supplier controls

Access follows named roles

Changes retain evidence

Assurances need approval

Illustrative exampleConceptual responsibility view, not a published certification or exhaustive data-flow diagram.

How it helps

See how the feature supports the work.

Each part has a clear job. It becomes useful when it fits the way customers already move through the business and your team knows when to step in.

Capability 01

Users, roles and permissions

Controls whether a user acts at agency or sub-account level and which supported areas they can access.

How it works: Controls agency or sub-account configuration that determines access, packaging, governance or billing.
Why use it: Limits day-to-day access to the work a person actually needs to perform.
Plan for: Availability and control depth depend on agency plan, role and current account configuration.
Your team owns: An authorised administrator must review, approve and audit material changes.

Capability 02

Audit logs

Records supported user, account and settings activity for filtering and operational review.

How it works: Controls agency or sub-account configuration that determines access, packaging, governance or billing.
Why use it: Helps an administrator investigate changes and maintain accountability.
Plan for: Availability and control depth depend on agency plan, role and current account configuration.
Your team owns: An authorised administrator must review, approve and audit material changes.

Capability 03

Contacts

Stores a person or lead with contact details, activity, ownership and related records.

How it works: Stores or organises supported business data under configured fields, permissions and record rules.
Why use it: Gives a team one place to understand who a customer is and what has happened.
Plan for: The platform does not make imported, duplicated or incomplete data accurate without review.
Your team owns: A data owner must define the record model and resolve quality, ownership and access exceptions.

Capability 04

Companies

Groups people and related information around an organisation rather than treating every person in isolation.

How it works: Stores or organises supported business data under configured fields, permissions and record rules.
Why use it: Helps business-to-business teams see contacts in the context of the company they work for.
Plan for: The platform does not make imported, duplicated or incomplete data accurate without review.
Your team owns: A data owner must define the record model and resolve quality, ownership and access exceptions.

Use it with purpose

What good permissions and roles looks like

A fictional practice separates everyday contact work from user administration, exports and financial settings. The useful outcome is a record that another person can understand and continue, not simply another automated event.

Design from responsibilities

Start with what each role must view or change rather than copying an administrator account.

Protect higher-risk actions

Limit exports, billing, integrations, user management and other privileged controls.

Review the lifecycle

Approve joiners, role changes, temporary access and leavers through a recorded process.

Configuration decisions

Decide the operating rules before switching permissions and roles on

A credible setup begins with ownership, eligibility and exception decisions. Those choices should be written in plain English and tested with realistic fictional data.

Create a role matrix

Map teams to required objects and actions, including exceptions and segregation needs.

Keep administration separate

Use the fewest practical privileged accounts and do not share credentials.

Human review point

Schedule access reviews

Compare current users and roles with real responsibilities at an agreed cadence.

From configuration to daily use

Keep the rule, the owner and the exception visible

The second view shows how the capability connects to work a person can review and continue.

121 CRM · Workflow sequence

Enquiry received

Capture source and customer

Acknowledgement

Set a clear response expectation

Human review

Check fit, consent and exceptions

Owner assigned

Name the person responsible

Follow-up due

Remind the owner, not the customer blindly

Illustrative exampleA conceptual workflow. Triggers, messages, delays and exceptions need configuration and testing.

Practical example

Follow one example from signal to next action

A fictional practice separates everyday contact work from user administration, exports and financial settings. The example shows the role of the CRM while keeping the consequential decision with a person.

Role requested

Fictional coordinator Mina needs contacts, conversations and tasks.

Access approved

A manager checks the role matrix.

Human judgement

Privileges limited

Exports and user administration remain restricted.

Review completed

Quarterly review removes obsolete access.

Boundaries and checks

Plan for the limits of permissions and roles

Product capability is only one part of a dependable process. Data quality, provider configuration, consent, permissions and staff cover still matter.

Data and context

Available permission granularity can vary by feature and account model.

Account and provider setup

A permission setting cannot prevent misuse of information someone is legitimately allowed to see.

Keep a person accountable

Human responsibility

Audit data and retention need direct account and policy confirmation.

Questions about this page

Useful answers, without the sales fog.

1. Is permissions and roles confirmed as included in every 121 CRM account?

No. The underlying capability is evidenced in official product documentation, but 121 plan entitlement, sub-account configuration, connected providers and usage charges have not been assumed. Confirm the intended setup before relying on it.

2. What should we decide before configuring permissions and roles?

Start with three decisions: create a role matrix, keep administration separate, schedule access reviews. Then test ordinary, missing-data and exception cases with fictional records.

3. What is a practical way to measure whether permissions and roles is helping?

Measure whether the intended customer work becomes visible and owned. For this page, review design from responsibilities, protect higher-risk actions, review the lifecycle rather than treating clicks, sends or record counts as proof of business value.

4. Can permissions and roles be fully automated?

No. Audit data and retention need direct account and policy confirmation. Automation can coordinate repeatable steps, while people remain responsible for judgement, exceptions, consent and correcting the record.

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Continue the journey

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Delegate the work. Keep the human.

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