Team Roles & Ownership
Give each person a clear job, the right tools and the customer records they need.
In the CRM: Manage Users / Settings → Permissions
Build the team around the customer journey
The account owner prepares the business connections and team. Agents qualify enquiries, answer conversations and arrange appointments. Buyers receive the opportunities they purchase. Additional management roles support the responsibilities granted to them.
For a marketing campaign, decide who owns the campaign, who follows up with prospects, and which buyer receives a qualified lead or call. Then give each person the access needed for that job.
Understand the common roles
| Role | Typical work |
|---|---|
| Account owner | Prepare the business connections, plan, users, campaign setup and available team permissions. |
| Agent | Work assigned or shared enquiries, conversations and appointments using the tools granted to them. |
| Superagent or authorized manager | Carry out the additional team or social-management work granted within their account relationship. |
| Lead buyer | Receive purchased or shared campaign opportunities, manage delivery preferences and review buyer billing. |
Choose who owns and who can see the work
Ownership identifies the person or account responsible for a record. Sharing lets another eligible person work with it without necessarily changing that owner. Use the assignment and sharing choices provided by the relevant lead or workflow.
Feature permissions decide which tools a person can use. Access to a particular contact, campaign, social account or website is a separate choice. For website operators, review the website access in Chat Settings.
Assign the communication tools
- Add the agent or buyer in Manage Users.
- Create or select the intended extension and assign it to the person.
- Route the campaign number to the extension, team or configured AI agent that will handle enquiries.
- Review the person’s feature access in Permissions.
- Assign the customer records, campaigns or website conversations needed for the role.
- Have the person sign in with their own account and open the intended workflow.
Use roles in a real campaign
For a home-services advertiser, the owner connects Telnyx, buys a tracking number and prepares the campaign. A booking agent answers questions and arranges the visit. A configured AI agent can support the calling or SMS conversation, while templates keep confirmations consistent.
For a lead marketplace, buyers receive the enquiries or calls assigned by campaign rules. Their extension, delivery preferences and buyer billing support that relationship. Pro includes unlimited agents and up to 5 buyers; Max includes unlimited agents and buyers.
Before sending from a social or advertising account, confirm the exact business identity selected in the connection. This keeps replies and campaign activity associated with the intended brand.