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Managing Granular Permissions for Voice AI Agents

Assign dashboard, goal and agent permissions for Voice AI Agents in GHL Customer Care. Secure workflows while giving admins, analysts and support the access they need.

5 min read1,118 words8 explained imagesUpdated Wed, 10 Jun at 3:57 PM
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  1. Key Benefits of Voice AI Granular Permissions
  2. How to Configure Granular Permissions
  3. Permission Types Explained
  4. 1. View & Manage Voice AI Agents
  5. 2. View Voice AI Agent Goals (Read-only)
  6. 3. View & Manage Voice AI Agent Goals
  7. 4. View Voice AI Dashboard
  8. Frequently Asked Questions
  9. Related Articles

Granular permissions for Voice AI Agents give account owners pinpoint control over who can view, configure, and analyze AI‑powered voice agents. Whether you're managing a large team or onboarding new roles, these settings help protect agent logic and streamline team workflows

TABLE OF CONTENTS

What are Granular Permission Controls for Voice AI  Agents?

Granular permission controls for Voice AI Agents give teams the flexibility to assign role-specific access while protecting sensitive configurations and workflows. Using four distinct toggles, you can govern different parts of the Voice AI experience. Instead of an "all‑or‑nothing" approach, you can decide who creates agents, who tweaks their goals, and who sees performance data.

With these settings, users can:

  • Control who can view or manage agents
  • Define access to goal configuration features
  • Separate dashboard visibility from editing privileges

Key Benefits of Voice AI Granular Permissions

Fine‑tuned permissions help you balance security with productivity.

  • Protect AI Agent Edits: Prevent unintentional edits to AI agent logic by giving users only the access they need.
  • Ensure Operational Clarity: Separate permissions for dashboards, goals, and agent configuration to ensure each user understands their specific scope.
  • Support Scalable Onboarding: Easily assign appropriate access for support, training, and admin as your team or agency grows.
  • Stronger Role Boundaries: Voice AI permissions now control not only what users can do, but also what they can see. Users without Voice AI access won’t see Voice AI entries in navigation menus, reducing accidental discovery and preventing unauthorized access attempts.

How  to  Configure Granular Permissions

Setting up granular Voice AI permissions uses the Roles & Permissions panel. Follow these steps to configure the granular permissions:

Step 1: Navigate to My Staff

  • From your sub-account, click Settings in the lower left corner
  • Using the left side navigation bar, select My Staff

  • Locate the staff member you’d like to update and click the Edit (Pencil) icon
Step 1: Navigate to My Staff (image 1 of 8) What this shows From your sub-account, click Settings in the lower left corner Using the left side navigation bar, select My Staff Locate the staff member… What this shows Illustrates the "Step 1: Navigate to My Staff" section of "Managing Granular Permissions for Voice AI Agents". This screenshot appears in the "Step 1: Navigate to My Staff" section of "Managing Granular Permissions for Voice AI Agents". The text alongside this image reads: From your sub-account, click Settings in the lower left corner Using the left side navigation bar, select My Staff Locate the staff member you’d like to update and click the Edit (Pencil) icon. This part of the guide covers 1 field, listed below. Immediately after, the guide continues: Using the secondary navigation bar on the left, click Roles and Permissions Scroll down to AI Agents. Image 1 of 8 What to chooseFrom your sub-account, click Settings in the lower left corner Using the left side navigation bar, select My Staff Locate the staff member you’d like to update and click the Edit (Pencil) icon
Fields in this part of the guide Using the left side navigation bar, select My Staff
Buttons and menus referenced SettingsMy StaffEdit
Next stepUsing the secondary navigation bar on the left, click Roles and Permissions Scroll down to AI Agents
All 3 steps in this procedure
  1. From your sub-account, click Settings in the lower left corner
  2. Using the left side navigation bar, select My Staff
  3. Locate the staff member you’d like to update and click the Edit (Pencil) icon

Step 2: Locate AI Agents Settings

  • Using the secondary navigation bar on the left, click Roles and Permissions
  • Scroll down to AI Agents
Step 2: Locate AI Agents Settings (image 2 of 8) What this shows Using the secondary navigation bar on the left, click Roles and Permissions Scroll down to AI Agents What this shows Illustrates the "Step 2: Locate AI Agents Settings" section of "Managing Granular Permissions for Voice AI Agents". This screenshot appears in the "Step 2: Locate AI Agents Settings" section of "Managing Granular Permissions for Voice AI Agents". The text alongside this image reads: Using the secondary navigation bar on the left, click Roles and Permissions Scroll down to AI Agents. Immediately after, the guide continues: Configure permission toggles on or off based on the user’s role. Toggles include. Image 2 of 8 What to clickUsing the secondary navigation bar on the left, click Roles and Permissions Scroll down to AI Agents
Buttons and menus referenced Roles and PermissionsAI Agents
Next stepConfigure permission toggles on or off based on the user’s role. Toggles include:
All 2 steps in this procedure
  1. Using the secondary navigation bar on the left, click Roles and Permissions
  2. Scroll down to AI Agents

Step 3: Configure Permission Settings

Configure permission toggles on or off based on the user’s role. Toggles include:

  • AI Agents (Parent Control)
  • View & Manage Voice AI Agents
  • View Voice AI Agent Goals
  • View & Manage Voice AI Agent Goals
  • View Voice AI Dashboard

For more information on each permission, see Permission Types Explained

Step 3: Configure Permission Settings (image 3 of 8) What this shows For more information on each permission, see Permission Types Explained What this shows Illustrates the "Step 3: Configure Permission Settings" section of "Managing Granular Permissions for Voice AI Agents". This screenshot appears in the "Step 3: Configure Permission Settings" section of "Managing Granular Permissions for Voice AI Agents". The text alongside this image reads: For more information on each permission, see Permission Types Explained. This part of the guide covers 5 fields, listed below. Immediately after, the guide continues: Confirm your changes have been applied successfully by clicking the blue Save button. Image 3 of 8 What this coversFor more information on each permission, see Permission Types Explained
Fields in this part of the guide AI Agents (Parent Control)View & Manage Voice AI AgentsView Voice AI Agent GoalsView & Manage Voice AI Agent GoalsView Voice AI Dashboard
Next stepConfirm your changes have been applied successfully by clicking the blue Save button
All 5 steps in this procedure
  1. AI Agents (Parent Control)
  2. View & Manage Voice AI Agents
  3. View Voice AI Agent Goals
  4. View & Manage Voice AI Agent Goals
  5. View Voice AI Dashboard

Step 4: Save your Changes

Confirm your changes have been applied successfully by clicking the blue Save button

Step 4: Save your Changes (image 4 of 8) What this shows Confirm your changes have been applied successfully by clicking the blue Save button What this shows Illustrates the "Step 4: Save your Changes" section of "Managing Granular Permissions for Voice AI Agents". This screenshot appears in the "Step 4: Save your Changes" section of "Managing Granular Permissions for Voice AI Agents". The text alongside this image reads: Confirm your changes have been applied successfully by clicking the blue Save button. Immediately after, the guide continues: This is the primary permission for managing agents, best suited for users who need to Create, Edit, and Delete Voice AI Agents. Image 4 of 8 How to confirmConfirm your changes have been applied successfully by clicking the blue Save button
Buttons and menus referenced Save
Next stepThis is the primary permission for managing agents, best suited for users who need to Create, Edit, and Delete Voice AI Agents.

Permission Types Explained

1. View & Manage Voice  AI Agents

This is the primary permission for managing agents, best suited for users who need to Create, Edit, and Delete Voice AI Agents.

Note: This is the parent control for managing agents, while dashboard access remains a parallel permission for analytical visibility.

When Enabled:

  • Full access to create, edit and delete Voice AI agents
  • Ability to assign phone numbers, update settings, and configure agent behavior
  • Enables dependent goal-related permissions like “View & Manage Agent Goals” and “View Agent Goals”


When Disabled:

  • The Voice AI Agents list is hidden entirely
  • Users cannot create or modify agents
  • Disables only goal-related permissions, since they are child-level permissions
  • Dashboard access is not affected by this permission
1. View & Manage Voice AI Agents (image 5 of 8) What this shows The Voice AI Agents list is hidden entirely Users cannot create or modify agents Disables only goal-related permissions, since they are… What this shows Illustrates the "1. View & Manage Voice AI Agents" section of "Managing Granular Permissions for Voice AI Agents". This screenshot appears in the "1. View & Manage Voice AI Agents" section of "Managing Granular Permissions for Voice AI Agents". The text alongside this image reads: The Voice AI Agents list is hidden entirely Users cannot create or modify agents Disables only goal-related permissions, since they are child-level permissions Dashboard access is not affected by this permission. This part of the guide covers 4 fields, listed below. Immediately after, the guide continues: Navigation Visibility and Real-Time Enforcement. Image 5 of 8 What this coversThe Voice AI Agents list is hidden entirely Users cannot create or modify agents Disables only goal-related permissions, since they are child-level permissions Dashboard access is not affected by this permission
Fields in this part of the guide Full access to create, edit and delete Voice AI agentsThe Voice AI Agents list is hidden entirelyUsers cannot create or modify agentsDashboard access is not affected by this permission
Buttons and menus referenced Real-Time Permission Enforcement
Next stepNavigation Visibility and Real-Time Enforcement
All 3 steps in this procedure
  1. Full access to create, edit and delete Voice AI agents
  2. Ability to assign phone numbers, update settings, and configure agent behavior
  3. Enables dependent goal-related permissions like “View & Manage Agent Goals” and “View Agent Goals”

Navigation Visibility (When Voice AI Permissions Are Not Assigned)

  • Voice AI navigation items are hidden in the location UI, including Voice AI entries inside the AI Agents area and the Settings sidebar.

Real-Time Permission Enforcement

  • If a user’s Voice AI permissions are revoked while they are actively using Voice AI, GHL Customer Care immediately blocks further actions and shows a Permission Denied message.


2. View Voice AI Agent Goals (Read-only)

Suitable for roles like support or training that require awareness but not control.

When Enabled:

  • Provides read-only access to the Agent Goals tab
  • Users can view configured settings without risk of edits or misconfigurations

When Disabled:

  • Goals tab not visible
  • No visibility into how agents are configured
  • Useful for limiting access to sensitive automation logic
2. View Voice AI Agent Goals (Read-only) (image 6 of 8) What this shows Goals tab not visible No visibility into how agents are configured Useful for limiting access to sensitive automation logic What this shows Illustrates the "2. View Voice AI Agent Goals (Read-only)" section of "Managing Granular Permissions for Voice AI Agents". This screenshot appears in the "2. View Voice AI Agent Goals (Read-only)" section of "Managing Granular Permissions for Voice AI Agents". The text alongside this image reads: Goals tab not visible No visibility into how agents are configured Useful for limiting access to sensitive automation logic. This part of the guide covers 4 fields, listed below. Immediately after, the guide continues: Best suited for advanced users or admins who handle AI logic and workflows. Image 6 of 8 What this coversGoals tab not visible No visibility into how agents are configured Useful for limiting access to sensitive automation logic
Fields in this part of the guide Provides read-only access to the Agent Goals tabGoals tab not visibleNo visibility into how agents are configuredUseful for limiting access to sensitive automation logic
Buttons and menus referenced When EnabledWhen Disabled
Next stepBest suited for advanced users or admins who handle AI logic and workflows.
All 2 steps in this procedure
  1. Provides read-only access to the Agent Goals tab
  2. Users can view configured settings without risk of edits or misconfigurations

3. View & Manage Voice  AI Agent Goals

Best suited for advanced users or admins who handle AI logic and workflows.

Enabled:

  • Users can configure agent behavior, such as knowledge base, post-call workflows, data extraction fields & advanced actions
  • Full access to both basic and advanced goal modes

Disabled:

  • Agent Goals tab is hidden while editing an agent
  • Users can still set goals during agent creation, but cannot update them later
  • Offers a balance between setup flexibility and long-term control
  • Users cannot upgrade to the new Voice AI experience without View & Manage Voice AI Agent Goals permission. Agent Goals remains view-only when only read access is granted.
3. View & Manage Voice AI Agent Goals (image 7 of 8) What this shows Agent Goals tab is hidden while editing an agent Users can still set goals during agent creation, but cannot update them later Offers a… What this shows Illustrates the "3. View & Manage Voice AI Agent Goals" section of "Managing Granular Permissions for Voice AI Agents". This screenshot appears in the "3. View & Manage Voice AI Agent Goals" section of "Managing Granular Permissions for Voice AI Agents". The text alongside this image reads: Agent Goals tab is hidden while editing an agent Users can still set goals during agent creation, but cannot update them later Offers a balance between setup flexibility and long-term control Users cannot upgrade to the new Voice AI experience without View & Manage Voice AI Agent Goals permission…. This part of the guide covers 2 fields, listed below. Immediately after, the guide continues: Recommended for supervisors and analysts who monitor Voice AI outcomes. Image 7 of 8 What this coversAgent Goals tab is hidden while editing an agent Users can still set goals during agent creation, but cannot update them later Offers a balance between setup flexibility and long-term control Users cannot upgrade to the new Voice AI experience without View & Manage Voice AI Agent Goals permission. Agent Goals remains view-only when only read access is granted.
Fields in this part of the guide Full access to both basic and advanced goal modesAgent Goals tab is hidden while editing an agent
Buttons and menus referenced View & Manage Voice AI Agent Goals
Next stepRecommended for supervisors and analysts who monitor Voice AI outcomes.
All 2 steps in this procedure
  1. Users can configure agent behavior, such as knowledge base, post-call workflows, data extraction fields & advanced actions
  2. Full access to both basic and advanced goal modes

4. View Voice AI Dashboard

Recommended for supervisors and analysts who monitor Voice AI outcomes.

When Enabled:

  • Access to performance dashboards for both test and live customer calls
  • Includes transcripts, summaries, call recordings, and key metrics


When Disabled:


  • Hides the Voice AI dashboard globally and within the agent detail views
  • Prevents exposure of call logs, sensitive data, and performance metrics
4. View Voice AI Dashboard (image 8 of 8) What this shows Hides the Voice AI dashboard globally and within the agent detail views Prevents exposure of call logs, sensitive data, and performance… What this shows Illustrates the "4. View Voice AI Dashboard" section of "Managing Granular Permissions for Voice AI Agents". This screenshot appears in the "4. View Voice AI Dashboard" section of "Managing Granular Permissions for Voice AI Agents". The text alongside this image reads: Hides the Voice AI dashboard globally and within the agent detail views Prevents exposure of call logs, sensitive data, and performance metrics. Immediately after, the guide continues: Q: Are these permissions available at the agency level? Image 8 of 8 What this coversHides the Voice AI dashboard globally and within the agent detail views Prevents exposure of call logs, sensitive data, and performance metrics
Buttons and menus referenced When Enabled
Next stepQ: Are these permissions available at the agency level?
All 2 steps in this procedure
  1. Hides the Voice AI dashboard globally and within the agent detail views
  2. Prevents exposure of call logs, sensitive data, and performance metrics

Frequently Asked Questions

Q: Are these permissions available at the agency level?

Granular Voice AI permissions are set per sub‑account.

Q: Can I copy the same permission set to multiple users?

Yes. Go to Settings > My Staff and select the user you would like to apply the new permissions to. Click Copy Permission in the top right copy and select the user to copy the permissions from. This will affect all permissions, not only Voice AI Permissions.

Q: How can I safely test a custom Voice AI permission set?

Create a temporary user, apply permissions then verify that the visibility matches your expectations before rolling out to the wider team.

Q: Do these toggles affect Conversation AI chatbots?

No. They only govern Voice AI phone agents. Conversation AI has its own permission set.

Q: Why can’t I see Voice AI in the sidebar or AI Agents menu?
Your role may not include Voice AI permissions. Ask an admin to enable the required Voice AI toggles under Settings → My Staff → Roles & Permissions → AI Agents.

Q: Why am I seeing “Permission Denied” while editing Voice AI?
Your Voice AI permissions may have been changed while you were working. Refresh and confirm your assigned permissions with an admin.

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