Roles and permissions

Give each team the customer insight and decisions it owns.

Permissions

Summarised from the authored role permissions. Scope restrictions such as “own records” still apply; these symbols do not indicate completeness or runtime access.

TableCX ManagerSurvey AuthorAnalystAccount ManagerSupport ManagerExecutive
master
SurveyTemplatesNo table-specific permission stated Manage / maintain: Manage draft SurveyTemplates, SurveyQuestions, SurveyChoices and SurveyABTestsNo table-specific permission statedNo table-specific permission statedNo table-specific permission statedNo table-specific permission stated
SurveyAudiences Manage / maintain: Manage draft SurveyCampaigns, SurveyAudiences, SurveyAudienceRules and SurveyDeliveryRulesNo table-specific permission statedNo table-specific permission statedNo table-specific permission statedNo table-specific permission statedNo table-specific permission stated
SurveyDeliveryRules Manage / maintain: Manage draft SurveyCampaigns, SurveyAudiences, SurveyAudienceRules and SurveyDeliveryRulesNo table-specific permission statedNo table-specific permission statedNo table-specific permission statedNo table-specific permission statedNo table-specific permission stated
CustomersNo table-specific permission statedNo table-specific permission statedNo table-specific permission stated View: View own scoped scorecards and CustomersNo table-specific permission statedNo table-specific permission stated
CohortsNo table-specific permission statedNo table-specific permission stated Manage / maintain: Manage draft Cohorts rules and request versioned membership recomputationNo table-specific permission statedNo table-specific permission statedNo table-specific permission stated
ThemesNo table-specific permission statedNo table-specific permission stated View: View NPSScores, CSATScores, CESScores, Trends, Themes and BenchmarkData within tenant and privacy scopeNo table-specific permission statedNo table-specific permission stated View: View published NPSScores, CSATScores, CESScores, Trends, Themes and benchmark comparisons
BenchmarkDataNo table-specific permission statedNo table-specific permission stated View: View NPSScores, CSATScores, CESScores, Trends, Themes and BenchmarkData within tenant and privacy scopeNo table-specific permission statedNo table-specific permission statedNo table-specific permission stated
EmployeesNo table-specific permission statedNo table-specific permission statedNo table-specific permission statedNo table-specific permission stated View: View CSATScores and Trends for authorized Agent or AgentTeam scopes resolved through Employees.ManagerNo table-specific permission stated
transaction
SurveyCampaigns Manage / maintain: Manage draft SurveyCampaigns, SurveyAudiences, SurveyAudienceRules and SurveyDeliveryRulesNo table-specific permission statedNo table-specific permission statedNo table-specific permission statedNo table-specific permission statedNo table-specific permission stated
SurveyResponsesNo table-specific permission statedNo table-specific permission statedNo table-specific permission stated View: View attributable SurveyResponses and masked Comments where Customer.AccountOwner is current user View: View attributable SurveyResponses and masked Comments where RelatedAgent.Manager is current userNo table-specific permission stated
NPSScoresNo table-specific permission statedNo table-specific permission stated View: View NPSScores, CSATScores, CESScores, Trends, Themes and BenchmarkData within tenant and privacy scopeNo table-specific permission statedNo table-specific permission stated View: View published NPSScores, CSATScores, CESScores, Trends, Themes and benchmark comparisons
CSATScoresNo table-specific permission statedNo table-specific permission stated View: View NPSScores, CSATScores, CESScores, Trends, Themes and BenchmarkData within tenant and privacy scopeNo table-specific permission stated View: View CSATScores and Trends for authorized Agent or AgentTeam scopes resolved through Employees.Manager View: View published NPSScores, CSATScores, CESScores, Trends, Themes and benchmark comparisons
CESScoresNo table-specific permission statedNo table-specific permission stated View: View NPSScores, CSATScores, CESScores, Trends, Themes and BenchmarkData within tenant and privacy scopeNo table-specific permission statedNo table-specific permission stated View: View published NPSScores, CSATScores, CESScores, Trends, Themes and benchmark comparisons
TrendsNo table-specific permission statedNo table-specific permission stated View: View NPSScores, CSATScores, CESScores, Trends, Themes and BenchmarkData within tenant and privacy scopeNo table-specific permission stated View: View CSATScores and Trends for authorized Agent or AgentTeam scopes resolved through Employees.Manager View: View published NPSScores, CSATScores, CESScores, Trends, Themes and benchmark comparisons
CommentsNo table-specific permission statedNo table-specific permission statedNo table-specific permission stated View: View attributable SurveyResponses and masked Comments where Customer.AccountOwner is current user View: View attributable SurveyResponses and masked Comments where RelatedAgent.Manager is current userNo table-specific permission stated
FollowupsNo table-specific permission statedNo table-specific permission statedNo table-specific permission stated Specific actions: Update own Followups through Open, InProgress and ManagerReview with outcome evidenceNo table-specific permission statedNo table-specific permission stated
SurveyABTestsNo table-specific permission stated Manage / maintain: Manage draft SurveyTemplates, SurveyQuestions, SurveyChoices and SurveyABTestsNo table-specific permission statedNo table-specific permission statedNo table-specific permission statedNo table-specific permission stated
line item
SurveyQuestionsNo table-specific permission stated Manage / maintain: Manage draft SurveyTemplates, SurveyQuestions, SurveyChoices and SurveyABTestsNo table-specific permission statedNo table-specific permission statedNo table-specific permission statedNo table-specific permission stated
SurveyChoicesNo table-specific permission stated Manage / maintain: Manage draft SurveyTemplates, SurveyQuestions, SurveyChoices and SurveyABTestsNo table-specific permission statedNo table-specific permission statedNo table-specific permission statedNo table-specific permission stated
SurveyAudienceRules Manage / maintain: Manage draft SurveyCampaigns, SurveyAudiences, SurveyAudienceRules and SurveyDeliveryRulesNo table-specific permission statedNo table-specific permission statedNo table-specific permission statedNo table-specific permission statedNo table-specific permission stated
  • CX ManagerApprove campaign revisions submitted by another principalActivate only approved current revisionsPause campaignsView permitted attributable responses and masked anonymous aggregatesReview ManagerReview outcomes submitted by another principalRequest auditable response invalidation and report recomputation
  • Survey AuthorSubmit campaign proposals and pilot requests for CX Manager approvalView aggregate experiment results and invitation countsPublished instruments and running experiment policy are immutable
  • AnalystRead masked response/answer projections without invitation or private correlation accessExport the same authorized projection
  • Account ManagerNo final outcome approval, another owner book, anonymous identity or campaign launch
  • Support ManagerNo campaign launch
  • ExecutiveExport authorized aggregate projectionsNo raw recipients, comments, response correlation, campaign mutation or outreach decisions
Manage / maintain View Specific actions— No table-specific permission statedPermissions also apply to agents

The roles

CX Manager

Owns campaign review, program operation and independent follow-up outcome decisions.

Permissions and screens
  • Manage draft SurveyCampaigns, SurveyAudiences, SurveyAudienceRules and SurveyDeliveryRules
  • Approve campaign revisions submitted by another principal
  • Activate only approved current revisions
  • Pause campaigns
  • View permitted attributable responses and masked anonymous aggregates
  • Assign unassigned Followups and request idempotent linked continuation after a resolved conversation
  • Review ManagerReview outcomes submitted by another principal
  • Request auditable response invalidation and report recomputation
Campaign ReviewPendingApproval
Campaign NumberCampaign NameStart DateEnd Date
Active CampaignsScheduled
Campaign NumberCampaign NameStart DateEnd Date
Invitation DeliveryQueued
Invitation NumberCampaignChannelScheduled Send At
SMS
Survey Author

Designs draft instruments and wording experiments for CX Manager review.

Permissions and screens
  • Manage draft SurveyTemplates, SurveyQuestions, SurveyChoices and SurveyABTests
  • Submit campaign proposals and pilot requests for CX Manager approval
  • View aggregate experiment results and invitation counts
  • No launch approval, individual responses, raw recipient lists or Followups
  • Published instruments and running experiment policy are immutable
My Survey DraftsDraft
Template CodeNameVersionPublished At
Active CampaignsScheduled
Campaign NumberCampaign NameStart DateEnd Date
Survey Wording TestsDraft
Test CodeCampaignStart DateEnd Date
Analyst

Defines analytical cohorts and interprets permitted aggregate results.

Permissions and screens
  • Manage draft Cohorts rules and request versioned membership recomputation
  • View NPSScores, CSATScores, CESScores, Trends, Themes and BenchmarkData within tenant and privacy scope
  • Read masked response/answer projections without invitation or private correlation access
  • Export the same authorized projection
  • No campaign launch, Followups, raw contact fields or direct computed membership edits
Accepted FeedbackAccepted
Response NumberCampaignInstrumentResponded At
Org NPS TrendPublished
PeriodRespondent CountPromotersPassives
CSAT by ChannelPublished
PeriodScope KeyRespondent CountAverage Rating
Account Manager

Works attributable feedback and outreach for the current customer book.

Permissions and screens
  • View attributable SurveyResponses and masked Comments where Customer.AccountOwner is current user
  • View own scoped scorecards and Customers
  • Update own Followups through Open, InProgress and ManagerReview with outcome evidence
  • No final outcome approval, another owner book, anonymous identity or campaign launch
My Open Detractor FollowupsOpen
Followup NumberCustomerDue DateTrigger Reason
CSATBottom2 Box
Support Manager

Uses attributable interaction feedback and scorecards for the current support team.

Permissions and screens
  • View CSATScores and Trends for authorized Agent or AgentTeam scopes resolved through Employees.Manager
  • View attributable SurveyResponses and masked Comments where RelatedAgent.Manager is current user
  • No other team, anonymous identity, relationship NPS or account Followups
  • No campaign launch
My Team CSATPublished
PeriodScope KeyRespondent CountAverage Rating
Executive

Reads privacy-governed organization trends and approved analytical snapshots.

Permissions and screens
  • View published NPSScores, CSATScores, CESScores, Trends, Themes and benchmark comparisons
  • Export authorized aggregate projections
  • No raw recipients, comments, response correlation, campaign mutation or outreach decisions
Org NPS TrendPublished
PeriodRespondent CountPromotersPassives
CSAT by ChannelPublished
PeriodScope KeyRespondent CountAverage Rating
CES by FlowPublished
PeriodFlowRespondent CountAverage Effort
Renewal

How permissions work

Every operation is tenant-scoped. Current staff identity, account ownership and support-team membership govern API, search, exports and linked records. Accepted responses and computed ledgers are service-owned. Anonymous projections never expose invitation or interaction references; SubmissionReceipts is private to the submission service, including against Admin access. Campaign and follow-up decisions require a current revision and a reviewer distinct from the preparer.

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