Members and roles

Happitu lets you manage and create roles to help you control access and permissions across your organization. Each role gives members the right level of access, from full administrative control to no access while remaining a named entity in reporting.

Overview

Admins can manage teammates from Settings > Members. This view lists all active members and allows filtering by role and status (Active or Suspended).

Managing user roles

Changing a member’s role

To update a member’s role:

1. Go to Settings > Members
2. Click on the member’s current role
3. Select the new role

Change who a member reports to

Defining who a member reports to enables rollup reporting and Reports To filtering capabilities. To update who a member reports to:

1. Go to Settings > Members
2. Hover over a member’s role
3. Click on the Select supervisor selector
4. Select a member

Deactivate a member

To remove a member’s access to the organization:

1. Go to Settings > Members
2. Hover over a member’s role
3. Click on the overflow menu (⋯)
4. Select Deactivate member…

Viewing members by role

To quickly identify who has a role, Admins can use the role filter option on the Member management screen.

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Roles

Happitu includes three prebuilt system roles: Admin, Representative, and No Access. System roles are provided out of the box and cannot be renamed or deleted.

Admin

The Admin role is intended for organization owners and platform administrators.

Admins have full platform access, including:

• Organization settings
• Members, groups, and workspaces
• Roles and permissions
• Billing
• Channel and flag configuration
• Impersonation for troubleshooting

Use this role for people who are responsible for platform setup, governance, and ongoing administration.

Representative

The Representative role is the standard day-to-day working role for most team members.

Representatives can access core product workflows (like working with interactions and evaluations) based on the permissions assigned to the role, but they typically do not have full administrative access to areas like billing, role management, or organization-level configuration.

Use this role for frontline users, supervisors, and QA contributors who need operational access without full admin control.

No Access

The No Access role is for people who should remain part of your organization’s reporting structure but should not be able to use the app.

Members with this role cannot access Happitu features. They can still remain as named entities for historical reporting, attribution, and Reports To relationships.

Use this role when you need to preserve reporting continuity without granting platform access.

Permissions at a glance

Permissions in Happitu are managed per role. The table below summarizes each permission area and the access levels you can assign.

Permission area	What it controls
Goals	Create and manage organization goals.
Organization	Manage organization profile, URL, and integrations.
Billing	Access invoices and billing settings.
Flags	Create and manage interaction flags.
Channels	Configure communication channels.
Workspaces	Create, edit, and manage workspaces.
Members	Invite, update, activate/deactivate members, and change reporting lines.
Impersonation	Impersonate members for support and troubleshooting.
Groups	Create and manage groups (teams).
Roles	Create, edit, duplicate, and delete custom roles.
Interactions	Manage or view interaction data.
Export data	Export interactions, transcripts, and related data.
Evaluation visibility	Control which evaluations a member can see.
Evaluate interactions	Create and manage evaluations.
Scorecard management	Create and manage scorecards and criteria.

In addition to permission levels, each role also has:

• A default homepage
• Optional workspace scoping for resource permissions
• Feature toggles for Conversation Intelligence and Auto QA

Creating custom roles

Organizations can create additional custom roles to match internal access policies.

To create or update role definitions, go to Settings > Roles.

To create a custom role:

1. Click Create Role.
2. Open the new role and set a clear Name and Description.
3. Choose the role’s Default Homepage.
4. Set Management permissions (administration areas like Members, Roles, Billing, etc.).
5. Set Resource permissions (Interactions, Evaluations, Export, Scorecards).
6. (Optional) Add workspace scope to restrict data access to specific workspaces.
7. Configure role-level feature access for Conversation Intelligence and Auto QA.
8. Assign the role from Settings > Members.

After assigning a new role, verify the experience by impersonating a test user before rolling it out broadly.

Recommended role governance:

• Follow least-privilege principles when assigning access
• Review custom roles regularly for overlap or unnecessary permissions
• Retire unused roles to keep permission management clear

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Impersonating members

Impersonating a member can be a helpful way to fine-tune and troubleshoot access controls. To impersonate a member:

1. Go to Settings > Members
2. Hover over a member’s role
3. Click on the overflow menu (⋯)
4. Select Impersonate…

The impersonation session will automatically expire after 60 minutes of inactivity.

FAQ

Can I change a member's role after they join?

Yes. Open the member detail page and update the role in the Role & Reporting section.

Does deactivation delete member data?

No. Deactivation removes access but does not delete the member record.