Accounts & Users
In PBX.IM, every person who uses the system is a user, and every user has a role that decides what they can see and do.
Table of Contents
The roles
| Role | Who it's for |
|---|---|
| Account Owner | The person who created the account. Has full control, including billing and everything an Admin can do. |
| Admin | Manages the phone system day to day — users, call routing, numbers, settings, and reports. |
| Supervisor | Runs a team or a floor. Monitors live calls and reviews team performance. |
| Financial | Handles billing, costs, and subscription matters. |
| Agent | Makes and takes calls. Works mainly in the Webphone and the Inbox. |
Each role has a different access level (see image).
What each role can do
Permissions run through the whole product, so the role you give someone shapes their entire experience. Some examples of how roles differ across PBX.IM:
| Capability | Account Owner | Admin | Supervisor | Financial | Agent |
|---|---|---|---|---|---|
| View Call Logs | All calls | All calls | Team calls | Yes | Own calls only |
| Export Call Logs to CSV | ✅ | ✅ | — | ✅ | — |
| See the Cost column | ✅ | ✅ | — | ✅ | — |
| Play & download call recordings | ✅ | All recordings | Per permission | Per permission | Own recordings only |
| Monitor live calls (listen / whisper / barge) | ✅ | ✅ | ✅ | — | — |
| Configure Agent Statuses | ✅ | ✅ | — | — | Set own status |
| Manage private contacts | ✅ | ✅ | ✅ | ✅ | ✅ |
| Manage public contacts | Any | Any | Own only | Own only | Own only |
| Register A2P 10DLC (SMS) | ✅ | ✅ | — | — | — |
| Create a support ticket | ✅ | ✅ | ✅ | ✅ | — |
| Invite and manage users | ✅ | ✅ | — | ✅ | — |
This table is a summary, not the full permission list. Recording access in particular is controlled by dedicated permissions (Show/Play call recording in CDR and Download call recording in CDR) that an Admin grants per role — and Download can only be granted on top of Show/Play.
A note on Agents. An Agent's view is deliberately narrowed to their own work: they see their own calls in Call Logs, listen to their own recordings, and set their own status. They still get full use of the Webphone, the Inbox, and Contacts.
Users and seats
Each active user takes up a seat on your subscription. That means:
- Before you can invite someone, you need an available seat.
- You can add seats as your team grows, and remove them when it shrinks.
- Deactivating a user frees their seat; reactivating them needs a seat to be free again.
If you run out of seats while inviting someone, add a seat first, then send the invitation.
The user lifecycle
A user moves through a few states between "invited" and "working":
| Status | What it means |
|---|---|
| Draft | You've started creating the user but haven't sent the invitation yet. You can finish or delete them later. |
| Invited | The invitation email has been sent, but the person hasn't signed up yet. You can resend the invitation if needed. |
| Invitation Expired | The invitation wasn't accepted in time. Invitation links expire after 72 hours — just resend it. |
| Active | The user has signed up and is using PBX.IM. They occupy a seat. |
| Deactivated | The user can no longer log in, and their seat is freed. |
Invited users can complete their sign-up with Google or Microsoft, as well as with an email and password. A phone number is not required to invite someone.
If you change someone's role while they're logged in, ask them to log out and back in so the new permissions take effect everywhere.