Setting Up Roles & Permissions

Roles Overview

Each user in Podium is assigned a specific role, and through that role they’re given permission to access specific features. The six roles are:

• Account owner (enabled by default). The account owner has unrestricted access to Podium and all business locations. Typically, owners don’t deal with day-to-day tasks in Podium but are responsible for setting up the organization and managing it. This is the only role that can adjust permissions for other roles.
• Location admin. The location admin can have access to multiple locations and most permissions. They could be a marketing director, office manager, administrator, etc.
• Team leader (enabled by default). A team leader usually handles the day-to-day managerial business for a location. They might be a sales manager, office manager, or supervisor, and are likely in charge of tasks like answering initial sales questions, scheduling appointments, and resolving customer issues.
• Manager. This role has access to all inbound and outbound customer interactions and typically works in customer success, at a front desk, or as a team lead.
• Team member (enabled by default). The majority of Podium users will be assigned the role of team member. They might be a sales representative, technician, or staff member. Typically they only need to send review invitations.
• Contributor. This role has the most restricted access to Podium. Usually, they’re customer-facing users like sales people, technicians, and associates.

Adding Additional Roles

There are six customizable roles in Podium. By default, three roles are enabled: account owner, team leader, and team member. If you’re an account owner and your business needs additional levels of permissions, you can enable additional roles.

To enable additional roles:

1. Click the settings (gear) icon and select Users.
   
2. Click More Options and select Role permissions.
   
3. Click Enable a Role.
   
4. Select the additional roles you want to use.
5. Click Enable.

Permissions Overview

A role’s permissions can be customized to best fit your business needs. Each role has six types of permissions: Administrative, Messenger, Reviews, Reporting, Feedback (optional), Payments, and Automations (optional).

Administrative

• Manage Settings: Manage location settings (e.g., business hours, goals, review site management).
• Manage Users: Add, edit, and archive users for the organization.
• View Role Permissions: View permissions for their role and roles with less access.
• Edit Role Permissions: Edit permissions for all roles in the organization.

Messenger

• Create New Conversations: Send a message to a new contact.
• My Conversations: View and respond to conversations assigned to themselves.
• Conversations Assigned to Others: View and respond to conversations assigned to others.
• Unassigned Conversations: View and respond to conversations that are not assigned.
• Manage Templates: Edit templates for their locations.

Reviews

• View Reviews: See all reviews for assigned locations.
• Respond to Reviews: Publicly respond to reviews for assigned locations.
• Manage Credit: Add and edit employee tags for reviews.
• Send Multiple: Send bulk review invites via CSV upload.

Reporting

• Basic Reports: View reports in the dashboard and leaderboard for assigned locations.
• Export Reports: Export data from reviews, analytics, and reports pages.
• Appear on Employee Leaderboard: User is included on the employee leaderboard.

Feedback

• View Feedback: See all feedback responses for assigned locations.
• Edit Scores: Edit incorrect feedback scores.
• Manage Employee Tags: Attribute feedback responses to a user.

Payments

• Request Payments: Send payment requests to customers. 
• Payments Admin: Create, modify, and remove connected bank accounts.
• Refund Payments: Refund money back to a customer from a previous transaction.
• Manage Payments Settings: Edit invoice settings, business information, and available payment methods.
• Archive Bank Accounts: Archive a connected bank account that is no longer needed.

Automations

• View Automations: See all available automations.
• Manage Automations: Create, edit, and delete automations.
• Manage Data Feeds: Create, edit, and delete data feeds.

Changing Permissions for a Role

Each role comes with a default set of permissions, but you can change them to fit the needs of your business. Keep in mind, you need to be an account owner to change permissions.

To change permissions for a role:

1. Click the settings (gear) icon and select Users.
   
2. Click More Options and select Role permissions.
   
3. You can adjust all roles at once or edit a specific role by clicking its name on the left side of the page.
4. Change the permissions for each role by selecting or deselecting the checkboxes.