There are four roles — admin, manager, recruiter, viewer — and the distinction that actually matters is between people who can spend and people who can read.
What each one is for
- Admin — everything, including billing, buying numbers, and workspace settings. This should be a small number of people.
- Manager — builds agents, rating templates and knowledge bases, and runs campaigns. Cannot touch billing or buy numbers. This is the operational role.
- Recruiter — runs batches and campaigns, reads calls and ratings. Cannot change how agents behave.
- Viewer — reads outcomes. For hiring managers and stakeholders who want the shortlist, not the machinery.
The line worth drawing
Starting a batch spends money and dials real people. It is the consequential action in the product, and it is available from recruiter upward.
That is usually right — the person running the campaign should be able to run it. But it means anyone at recruiter level can commit several thousand rupees of wallet and put your caller ID in front of a thousand strangers. Worth being deliberate about who holds it, rather than defaulting everyone to recruiter because it is convenient.
Editing agents is more dangerous than it looks
A manager changing a prompt changes what is said on every subsequent call. There is no review step. A well-intentioned edit an hour before a large batch can silently degrade four hundred conversations.
The habit that prevents this costs nothing: after any prompt change, place one test call before the next batch. Every time.
Give stakeholders viewer, not a PDF
The common pattern is exporting a spreadsheet for the hiring manager every few days. Give them a viewer seat instead. They read the transcript, hear the recording, and stop asking you to re-export — and you stop being a reporting service.
The audit trail
Every consequential action is recorded with who did it. This matters less for catching bad actors and more for the ordinary question of "who changed this prompt on Tuesday" — which comes up far more often, and is otherwise unanswerable.
Access changes take effect in seconds, with no re-login. Someone leaving the team should lose access before they leave the building.