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User Access

Learn how to manage user access in GHL Customer Care. Control permissions, roles, and account types at both agency and sub-account levels for secure collaboration.

4 min read840 words5 explained imagesUpdated Tue, 21 Apr at 7:12 AM
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Each image has a one line explanation. Switch to full detail for the step it belongs to, the fields and buttons involved, examples and the whole procedure.
On this page
  1. Agency Team Management
  2. Who this is for
  3. How to access
  4. What you can do
  5. Login As Permission
  6. Team Management (Sub-Account Level)
  7. Who this is for
  8. How to access
  9. What you can do
  10. Permissions & Roles Overview
  11. Email change verification (multi-channel OTP)
  12. When you change your own email
  13. When an admin changes another user’s email
  14. Best Practices
  15. Frequently Asked Questions
  16. Related Articles

Managing who has access to your GHL Customer Care account(s) is crucial for security, efficiency, and accountability. This article explains how to set up and control user access both at the agency level (across all your client accounts) and at the sub-account / team level (within a specific client account). It also describes what user attributes and permissions you can configure.

Agency Team Management

Who this is for

This section applies if you’re an agency owner or admin and need to grant access to employees or client personnel across multiple client accounts.

How to access

  1. Go to Settings from the side navigation menu while in Agency View.

  2. Select Team.

How to access (image 1 of 5) What this shows Go to Settings from the side navigation menu while in Agency View. What this shows Illustrates the "How to access" section of "User Access". This screenshot appears in the "How to access" section of "User Access". The text alongside this image reads: Go to Settings from the side navigation menu while in Agency View. Select Team. Immediately after, the guide continues: From here, you can add new users, edit existing ones, or delete users. Image 1 of 5 Where to goGo to Settings from the side navigation menu while in Agency View. Select Team.
Buttons and menus referenced SettingsAgency ViewTeam
Next stepFrom here, you can add new users, edit existing ones, or delete users.
All 2 steps in this procedure
  1. Go to Settings from the side navigation menu while in Agency View.
  2. Select Team.

What you can do

From here, you can add new users, edit existing ones, or delete users.

When adding or editing a user, you can modify the following:

  • Personal logo (for user profile)

  • First name

  • Last name

  • Email address (this is used as the login email)

  • Phone number

  • Password

  • Permissions (see the Agency | Managing user roles & permissions article for the details)

  • User Type — two choices:

    • Agency: user can access all client accounts under the agency

    • Account: user can access only selected client accounts

  • Account assignment:

    • If Agency type is chosen, you specify which client accounts the user gets notifications for

    • If Account type is selected, you choose which specific client accounts the user can access

What you can do (image 2 of 5) What this shows Personal logo (for user profile) First name Last name Email address (this is used as the login email) Phone number Password Permissions… What this shows Illustrates the "What you can do" section of "User Access". This screenshot appears in the "What you can do" section of "User Access". The text alongside this image reads: Personal logo (for user profile) First name Last name Email address (this is used as the login email) Phone number Password Permissions (see the Agency | Managing user roles & permissions article for the details) User Type — two choices: Account assignment. This part of the guide covers 10 fields, listed below. Immediately after, the guide continues: The ability to Login As another user is permission-gated per admin. When Enable Login As is turned off for a user, the option is hidden. Image 2 of 5 What to fill inPersonal logo (for user profile) First name Last name Email address (this is used as the login email) Phone number Password Permissions (see the Agency | Managing user roles & permissions article for the details) User Type — two choices: Account assignment:
Fields in this part of the guide Personal logo (for user profile)First nameLast nameEmail address (this is used as the login email)Phone numberPasswordUser Type — two choices:Agency: user can access all client accounts under the agencyAccount: user can access only selected client accountsAccount assignment:
Buttons and menus referenced Personal logoFirst nameLast nameEmail addressPhone numberPasswordPermissionsUser Typeallonly selectedAccount assignment
Next stepThe ability to Login As another user is permission-gated per admin. When Enable Login As is turned off for a user, the option is hidden.
Example values
First name
Priya
Last name
Raman
Email address (this is used as the login email)
priya.raman@northgatedental.com
Phone number
+1 312 847 1928

Illustrative values showing the expected format. They are not read from the screenshot.

All 9 steps in this procedure
  1. Personal logo (for user profile)
  2. First name
  3. Last name
  4. Email address (this is used as the login email)
  5. Phone number
  6. Password
  7. Permissions (see the Agency | Managing user roles & permissions article for the details)
  8. User Type — two choices:
  9. Account assignment:

Login As Permission


The ability to Login As another user is permission-gated per admin. When Enable Login As is turned off for a user, the option is hidden. 

Agency Settings › Team › Edit user › Roles & Permissions › User Management.

Login As Permission (image 3 of 5) What this shows Agency Settings › Team › Edit user › Roles & Permissions › User Management. What this shows Illustrates the "Login As Permission" section of "User Access". This screenshot appears in the "Login As Permission" section of "User Access". The text alongside this image reads: Agency Settings › Team › Edit user › Roles & Permissions › User Management. Immediately after, the guide continues: Used by clients or team members within a specific client’s GHL Customer Care account. Any user added here will also be visible under Agency Team Management. Image 3 of 5 What this coversAgency Settings › Team › Edit user › Roles & Permissions › User Management. Next stepUsed by clients or team members within a specific client’s GHL Customer Care account. Any user added here will also be visible under Agency Team Management.

Team Management (Sub-Account Level)

Who this is for

Used by clients or team members within a specific client’s GHL Customer Care account. Any user added here will also be visible under Agency Team Management.

How to access

  1. Switch to the relevant sub-account.

  2. In the side navigation, go to Settings.

  3. Click My Staff.

How to access (image 4 of 5) What this shows Switch to the relevant sub-account. What this shows Illustrates the "How to access" section of "User Access". This screenshot appears in the "How to access" section of "User Access". The text alongside this image reads: Switch to the relevant sub-account. In the side navigation, go to Settings. Click My Staff. Immediately after, the guide continues: As with agency-level user management, here you can add, delete, or edit users. For each user, you can modify. Image 4 of 5 What to clickSwitch to the relevant sub-account. In the side navigation, go to Settings. Click My Staff.
Buttons and menus referenced sub-account.SettingsMy Staff
Next stepAs with agency-level user management, here you can add, delete, or edit users. For each user, you can modify:
All 3 steps in this procedure
  1. Switch to the relevant sub-account.
  2. In the side navigation, go to Settings.
  3. Click My Staff.

What you can do

As with agency-level user management, here you can add, delete, or edit users. For each user, you can modify:

What you can do (image 5 of 5) What this shows Personal logo First name Last name Email (login) Phone number Password Permissions (again, see User Roles, Permissions and Assigned data… What this shows Illustrates the "What you can do" section of "User Access". This screenshot appears in the "What you can do" section of "User Access". The text alongside this image reads: Personal logo First name Last name Email (login) Phone number Password Permissions (again, see User Roles, Permissions and Assigned data: Subaccount). This part of the guide covers 6 fields, listed below. Immediately after, the guide continues: Automatic personal booking calendar creation for newly added sub-account users depends on the agency-level Preloaded Example Data setting in Settings > Company. Image 5 of 5 What this coversPersonal logo First name Last name Email (login) Phone number Password Permissions (again, see User Roles, Permissions and Assigned data: Subaccount)
Fields in this part of the guide Personal logoFirst nameLast nameEmail (login)Phone numberPassword
Buttons and menus referenced Personal logoFirst nameLast nameEmail (login)Phone numberPasswordPermissionsPreloaded Example DataSettings > Company
Next stepAutomatic personal booking calendar creation for newly added sub-account users depends on the agency-level Preloaded Example Data setting in Settings > Company.
Example values
First name
Priya
Last name
Raman
Email (login)
priya.raman@northgatedental.com
Phone number
+1 312 847 1928

Illustrative values showing the expected format. They are not read from the screenshot.

All 7 steps in this procedure
  1. Personal logo
  2. First name
  3. Last name
  4. Email (login)
  5. Phone number
  6. Password
  7. Permissions (again, see User Roles, Permissions and Assigned data: Subaccount)
 
Automatic personal booking calendar creation for newly added sub-account users depends on the agency-level Preloaded Example Data setting in Settings > Company.

Permissions & Roles Overview

(If you’re not already familiar with how permission settings work, this section helps you understand what control you have.)

You can fine-tune what a user can do by assigning roles or permission scopes. These determine what parts of GHL Customer Care the user can access (e.g. marketing tools, settings, campaigns), what actions they can perform (view, edit, delete), and which accounts their access applies to.

Email change verification (multi-channel OTP)

Changing a user’s login email is a sensitive update. GHL Customer Care now supports multi-channel OTP verification so you can confirm identity even if the existing email is inaccessible.

Available verification methods

  • Email OTP

  • Phone (SMS) OTP

  • TOTP (Authenticator app)

The verification options shown depend on the user’s verified 2FA methods.

When you change your own email

  • The system prompts you to verify using another available 2FA method (for example, SMS or Authenticator app).

  • If no other verified method is available, you are prompted to set up an authenticator app. 

When an admin changes another user’s email

  • The system shows all available verification methods for that user (Email, SMS, and/or Authenticator app).

Best Practices

  • Least Privilege Principle: Give users only the permissions they need. Avoid giving full agency access unless absolutely necessary.

  • Use Account-type users when you want someone to have limited access (e.g. sales or support assistant for one client).

  • Track changes: Maintain clear records of who has what access and when changes are made (helps with audits or troubleshooting).

  • Review access periodically: People’s roles change, so prune permissions or remove users who no longer need them.

Frequently Asked Questions

Q: What’s the difference between “Agency” user type vs “Account” user type?
An Agency user type grants access across all client accounts under your agency. An Account user type restricts access to only the client accounts you explicitly select.

Q: If I add a user under “My Staff” in a sub‐account, will they appear in Agency Team Management?
Yes — all users added in sub-accounts (“My Staff”) are also visible under the Agency’s Team list.

Q: Can I set different permission levels for different users?
Absolutely. The permissions settings let you control precisely which features and actions each user can use.

Q: How do I change someone’s access later if their role changes?
Go to the relevant user record (either in Agency Team or My Staff), edit their user type, assigned accounts, or permissions as needed.


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