Customer Portal Module - Roles & Permissions
Customer Portal Module - Roles & Permissions
The CRM Portal module has two distinct sets of roles: internal roles for your own team, and portal roles for your customers. This article covers all 7 roles, what each one can do, and how they differ.
The CRM Portal module has two distinct sets of roles: internal roles for your own team, and portal roles for your customers. This article covers all 7 roles, what each one can do, and how they differ.
Quick reference: all roles at a glance
| Role | Type | Intended for |
|---|---|---|
| CRM Admin | Internal | Full CRM administrator — manages customers, files, topics, and portal configuration |
| CRM Agent | Internal | Working agent — creates and manages files and topics across all customers |
| CRM Viewer | Internal | Read-only staff — can view and comment but not create or edit |
| CRM Portal Admin | Customer | Customer's portal administrator — manages their company's users, files, and topics |
| CRM Portal Representative | Customer | Standard customer contact — can raise topics and upload files |
| CRM Portal Billing | Customer | Finance contact — read-only access, with visibility into invoices |
| CRM Portal Read Only | Customer | View-only customer contact |
Key difference between internal and CRM Portal roles: Internal users (CRM Admin, Agent, Viewer) can see data across all customers. CRM Portal users can only ever see their own company's data.
Internal Roles
Internal roles are for your own team managing customer relationships. They have access to data across all customer accounts.
CRM Admin
The full CRM administrator. CRM Admins have unrestricted access across all customers — they can manage customer records, create and edit files and topics, delete and restore content, import data, manage portal users and roles, and configure CRM and portal settings.
CRM Agent
The working agent role for day-to-day customer management. Agents can view, create, edit, comment on, and export files and topics across all customers. They cannot delete content, import data, or access portal configuration.
CRM Viewer
A read-only role for staff who need visibility without making changes. Viewers can browse files and topics across all customers, comment, export, and flag content — but cannot create or edit anything.
Permissions overview
| Capability | CRM Admin | CRM Agent | CRM Viewer |
|---|---|---|---|
| Manage customers (create/edit/delete) | ✅ | ❌ | ❌ |
| View files & topics (all customers) | ✅ | ✅ | ✅ |
| Create files & topics | ✅ | ✅ | ❌ |
| Edit files & topics | ✅ | ✅ | ❌ |
| Delete / restore files & topics | ✅ | ❌ | ❌ |
| Import files & topics | ✅ | ❌ | ❌ |
| Comment on files & topics | ✅ | ✅ | ✅ |
| Export files & topics | ✅ | ✅ | ✅ |
| Flag files & topics | ✅ | ❌ | ✅ |
| Manage file categories | ✅ | ❌ | ❌ |
| Manage portal users | ✅ | ❌ | ❌ |
| Manage portal roles | ✅ | ❌ | ❌ |
| Manage CRM / portal settings | ✅ | ❌ | ❌ |
CRM Portal Roles (for Customers)
CRM Portal roles are for your customers logging into their portal. All portal users are restricted to their own company's data — they can never see another company's files, topics, or users.
CRM Portal Admin
The most powerful customer-facing role. The Portal Admin manages their company's presence in the portal — they can invite and manage other portal users, assign roles, upload and edit files across the account, create and manage topics, and comment. They can only delete files and topics they created themselves.
CRM Portal Representative
The standard customer contact. Representatives can create topics, upload files, and comment — making them the main point of contact for day-to-day communication. They can edit or delete only files and topics they created themselves. They do not have access to invoices.
CRM Portal Billing
Designed for finance contacts. Billing users have read-only access and can only see files in the invoices category. They cannot upload files, create topics, or leave comments.
CRM Portal Read Only
A view-only role for users who need to stay informed without making any changes. Read Only users can browse files (excluding invoices) and view topics, but cannot upload, comment, edit, or delete anything.
Permissions overview
| Capability | Portal Admin | Representative | Billing | Read Only |
|---|---|---|---|---|
| View files | ✅ | ✅ (excl. invoices) | ✅ (invoices only) | ✅ (excl. invoices) |
| Upload files | ✅ | ✅ | ❌ | ❌ |
| Edit files | ✅ | ✅ (own files only) | ❌ | ❌ |
| Delete files | ✅ (own files only) | ❌ | ❌ | ❌ |
| View topics | ✅ | ✅ | ✅ | ✅ |
| Create topics | ✅ | ✅ | ❌ | ❌ |
| Edit topics | ✅ | ✅ (own topics only) | ❌ | ❌ |
| Delete topics | ✅ (own topics only) | ❌ | ❌ | ❌ |
| Comment on files & topics | ✅ | ✅ | ❌ | ❌ |
| Manage portal users | ✅ | ❌ | ❌ | ❌ |
| Manage portal roles | ✅ | ❌ | ❌ | ❌ |
| View portal settings | ✅ | ❌ | ❌ | ❌ |
Key Rules
For internal roles:
- CRM Admin is the only internal role that can manage customer records, delete content, or configure the portal.
- CRM Agent and CRM Viewer both have full visibility across all customers — the difference is that Agents can create and edit, while Viewers cannot.
- All three internal roles can view and search the internal user directory.
For CRM Portal roles:
- Invoices are restricted by role: Billing users see invoices only; Representatives and Read Only users see everything except invoices; Portal Admins see all files.
- "Own only" means the user can only edit or delete records they personally created — not records created by colleagues in the same company.
- All portal data is scoped to the user's own company — no portal user can ever view or interact with another company's data.
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