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User Roles & Permissions

A breakdown of the permissions for each of the Vitally User Roles: Admin, Leader, Team Member, and Observer

Laura Bedoya avatar
Written by Laura Bedoya
Updated this week

User Roles & Permissions Overview

Each Vitally user is assigned one of four roles. Here’s what each role means:

Admin

  • Full access to all features and settings

    • Please note that being an admin does not give you automatic access to all views and hubs as these can be private to only that user who created them.

  • Can configure integrations, billing, and account-wide settings

  • Ideal for senior leadership or platform owners

Leader

  • Broad access similar to Admins

  • Cannot manage billing or integrations

  • Perfect for team leads who oversee operations but don’t need billing control

Team Member

  • Can actively participate in workflows and collaborate with others

  • Cannot manage organization-wide settings or integrations

  • Best for most users who need to work inside Vitally

Observer

  • Read-only access to most resources

  • Cannot create, edit, or delete any data

  • Ideal for stakeholders or executives who just need visibility

Admin

Full access across all platform features.

πŸ’Ό Organizations, Accounts & Users

  • βœ… Create, edit, and delete Organizations, Accounts, and Users (i.e., customers)

  • βœ… Edit historical MRR and subscription details for Customers

  • βœ… Configure and manage Key Roles (manually or via Playbooks)

  • βœ… Create, manage, and edit Traits (with full control over permissions)

  • βœ… Manage Segments manually or via Playbook

  • βœ… Set and manage Default Pinned Properties in 360

πŸ“Š Reporting & Views

(Views are table views, board views, Dashboard views, Project Views, Doc views, Customer 360 views, Calendar views)

  • βœ… Access Views

  • βœ… Create and edit Public Views

  • βœ… Create and edit Private Views

  • βœ… Create and Manage Recommended Views in a Customer 360

  • βœ… Add views to "My Views" in a Customer 360

  • βœ… Set a View as their default in a Customer 360

πŸ”„ Activity Objects

(Activity Objects are: Goals, Hubs, Surveys, Indicators, Notes, Tasks, Conversations, Projects, and Docs)

  • βœ… View all data

  • βœ… Create, assign, and edit Tasks, Projects, Notes

  • βœ… Create, edit, and share Docs

  • βœ… Edit Traits on Tasks, Notes, and Projects

  • βœ… Have Tasks assigned to them

  • βœ… Edit and delete Activity objects created by other Users

  • βœ… Change Task and Project statuses

  • βœ… Reassign Pending Conversations

  • βœ… Manage Task and Note Categories, Tags, and Templates

  • βœ… Participate in synced Conversations (requires full seat in Intercom/Zendesk)

  • βœ… Create Private and Public Hubs

  • βœ… Send Surveys

  • βœ… Create (via Playbooks) & address Indicators

βš™οΈ Settings

  • βœ… Manage Account & Billing

  • βœ… Create and manage Playbooks

  • βœ… Manage Integrations

  • βœ… Manage Security

    • βœ… Login Type (username & password or SSO)

    • βœ… Session Timeout

    • βœ… Allowed attachment types

    • βœ… Role disallowed from exporting

    • βœ… Exclude domains (does not sync conversations or meetings for users belonging to these domains)

  • βœ… Manage Privacy & GDPR

  • βœ… Manage Events

  • βœ… Configure Hierarchy

  • βœ… Manage & invite new team members

  • βœ… Manage & create Team Traits

  • βœ… Configure Health Scores

  • βœ… Configure Success Metrics

  • βœ… Configure Elements

  • βœ… Manage & create Traits

  • βœ… Manage & create Key Roles

  • βœ… Manage & create global Segments

  • βœ… Lifecycle Tracking

    • βœ… Revenue & Subscription configuration

    • βœ… Trial configuration

    • βœ… Churn configuration

    • βœ… Track Rules (i.e, ignored accounts)

    • βœ… User churn configuration

  • βœ… Manage & create Goals

  • βœ… Manage & create Task Traits, Categories, Statuses, & Tags

  • βœ… Manage & create Note Templates, Traits, Categories, & Tags

  • βœ… Manage & create Project Templates, Traits, Categories, & Statuses

  • βœ… Manage & create Doc Templates & Tags

  • βœ… Manage Conversation Templates, Traits, Template categories, Unsubscribes, & Connected Gmail accounts

  • βœ… Manage & create Meeting Traits

  • βœ… Manage & Create Vitally Surveys & configure NPS

  • βœ… Create a new Custom Object type

πŸͺͺ My Profile

  • βœ… Manage Profile settings

  • βœ… Connect email and Google Calendar

  • βœ… Configure personal Notification Settings

Leader

πŸ’Ό Organizations, Accounts & Users

  • βœ… Create Users

  • βœ… Edit and Manage Organizations, Accounts, and Users (not subscription details)

  • βœ… Delete Organizations, Accounts, and Users

  • βœ… Create, manage, and edit Traits

  • βœ… Manage public Segments manually or via Playbook

  • βœ… Manage Default Pinned Properties in a Customer 360

πŸ“Š Reporting & Views

(Views are table views, board views, Dashboard views, Project Views, Doc views, Customer 360 views, Calendar views)

  • βœ… Access Views

  • βœ… Create & edit Public Views

  • βœ… Create & edit Private Views

  • βœ… Create & Manage Recommended Views in a Customer 360

  • βœ… Add views to My Views in a Customer 360

  • βœ… Set a View as their default in a Customer 360

πŸ”„ Activity

(Activity Objects are: Goals, Hubs, Surveys, Indicators, Notes, Tasks, Conversations, Projects, Indicators, and Docs)

  • βœ… View all data

  • βœ… Create, assign, and edit Tasks, Projects, Notes

  • βœ… Create, edit, and share Docs

  • βœ… Edit Traits on Tasks, Notes, and Projects

  • βœ… Have Tasks assigned to them

  • βœ… Edit and delete Activity objects created by other users

  • βœ… Change Task and Project statuses

  • βœ… Reassign Pending Conversations

  • βœ… Manage Task and Note Categories and Tags

  • βœ… Participate in synced Conversations (requires full seat in Intercom/Zendesk)

  • βœ… Create Private & Public Hubs

  • βœ… Send Surveys

  • βœ… Create (via Playbooks) & address Indicators

βš™οΈ Settings

  • βœ… Create and manage Playbooks

  • βœ… Configure Health Scores

  • βœ… Configure Success Metrics

  • βœ… Configure Elements

  • βœ… Manage & create Traits

  • βœ… Manage & create global Segments

  • βœ… Lifecycle Tracking

    • βœ… Revenue & Subscription configuration

    • βœ… Trial configuration

    • βœ… Churn configuration

    • βœ… Track Rules (i.e, ignored accounts)

    • βœ… User churn configuration

  • βœ… Manage & create Goals

  • βœ… Manage & create Task Traits, Categories, Statuses, & Tags

  • βœ… Manage & create Note Templates, Traits, Categories, & Tags

  • βœ… Manage & create Project Templates, Traits, Categories, & Statuses

  • βœ… Manage & create Doc Templates & Tags

  • βœ… Manage Conversation Templates, Traits, Template categories, Unsubscribes, & Connected Gmail accounts

  • βœ… Manage & create Meeting Traits

  • βœ… Manage & Create Vitally Surveys & configure NPS

  • βœ… Create a new Custom Object type

πŸͺͺ My Profile

  • βœ… Manage Profile settings

  • βœ… Connect email and Google Calendar

  • βœ… Configure personal Notification Settings

Team Members

πŸ’Ό Organizations, Accounts & Users

  • βœ… Edit traits only if the trait permissions allow it

  • βœ… Pin traits for themselves only

  • βœ… Add views to My Views in a Customer 360

  • βœ… Set a View as their personal default in a Customer 360

  • βœ… Change & add private Segments (i.e, segments only visible to that specific team member)

πŸ“Š Reporting & Views

(Views are table views, board views, Dashboard views, Project Views, Doc views, Customer 360 views, Calendar views)

  • βœ… Access Views

  • βœ… Create and edit Private Views (they own or are invited to)

  • βœ… Invite others to their private Views

πŸ”„ Activity

(Activity Objects are: Goals, Hubs, Surveys, Indicators, Notes, Tasks, Conversations, Projects, Indicators, and Docs)

  • βœ… View all data

  • βœ… Create, assign, and edit Tasks, Projects, Notes

  • βœ… Have tasks assigned to them

  • βœ… Create new Docs

  • βœ… Edit and share Docs you created, or that were shared with you

  • βœ… Edit and delete any Task or Project

  • βœ… Change Task and Project Statuses

  • βœ… Change Task and Project Categories

  • βœ… Change Task Tags

  • βœ… Edit and delete Notes you created

  • βœ… Participate in synced Conversations (requires full seat in Intercom/Zendesk)

  • βœ… Create Private Hubs

  • βœ… Send Surveys

  • βœ… Address Indicators

βš™οΈ My Profile

  • βœ… Manage Profile Settings

  • βœ… Connect email and Google Calendar

  • βœ… Configure personal Notification Settings

Observer

Observer roles can only observe data. They can not take any actions in Vitally.

πŸ’Ό Organizations, Accounts & Users

  • βœ… View Customers

  • βœ… Add & create My Views

πŸ“Š Reporting & Dashboards

  • βœ… Access Public Views

  • βœ… Create and edit Private Views (they own or are invited to)

  • βœ… Invite others to their Private Views

πŸ”„ Activity

(Activity Objects are: Goals, Hubs, Surveys, Indicators, Notes, Tasks, Conversations, Projects, Indicators, and Docs)

  • βœ… View all data

πŸͺͺ My Profile

  • βœ… Manage Profile Settings

  • βœ… Connect email and Google Calendar (can not start a conversation in Vitally either via a Playbook or manually)

  • βœ… Configure personal Notification Settings

Table Comparison of Permissions

βœ… Has access

❌ Does not have access

πŸ”’ Limited access (see note column)

Organizations, Accounts & Users

ACTION

ADMIN

LEADER

TEAM MEMBER

OBSERVER

Notes

Create/edit/delete Organizations, Accounts, and Users

βœ…

βœ…

❌

❌

Only admins can edit subscription details

Edit historical MRR

βœ…

❌

❌

❌

Edit subscription details

βœ…

❌

❌

❌

Edit Traits

βœ…

βœ…

πŸ”’

❌

Team members can edit traits they have permission to edit

Edit Key Roles

βœ…

βœ…

❌

❌

Edit Segments (manual or via Playbook)

βœ…

βœ…

πŸ”’

❌

Team members can manage private Segments

Manage Default Pinned Properties in 360

βœ…

βœ…

❌

❌

Team members and observers can pin properties that only they can see in their account

Manage Recommended Views in 360

βœ…

βœ…

❌

❌

Add Views to β€œMy Views” in 360

βœ…

βœ…

βœ…

βœ…

Set a View as default in 360

βœ…

βœ…

βœ…

βœ…

Reporting & Views

ACTION

ADMIN

LEADER

TEAM MEMBER

OBSERVER

Notes

Access all public Views

βœ…

βœ…

βœ…

βœ…

Create & edit Private Views

βœ…

βœ…

βœ…

βœ…

Create & edit Public Views

βœ…

βœ…

❌

❌

If a team member invites an admin or leader, they can then share it as a public view

Create Public Hubs

βœ…

βœ…

❌

❌

Create Private Hubs

βœ…

βœ…

βœ…

βœ…

Activity

Activities are: Goals, Hubs, Surveys, Indicators, Notes, Tasks, Conversations, Projects, Indicators, and Docs.

ACTION

ADMIN

LEADER

TEAM MEMBER

OBSERVER

Notes

View all Activity data

βœ…

βœ…

βœ…

βœ…

Create/edit Tasks, Notes, Projects, Docs

βœ…

βœ…

πŸ”’

❌

Team members can only edit Docs they created or were invited to, and can only edit Notes they created

Edit Traits on Tasks, Notes, Projects

βœ…

βœ…

πŸ”’

❌

Team members can edit Notes they created

Delete & edit Notes created by others

βœ…

βœ…

❌

❌

Delete and edit all activity items (except notes)

βœ…

βœ…

βœ…

❌

Participate in Conversations with Customers

βœ…

βœ…

βœ…

❌

Edit Pending Conversations

βœ…

βœ…

πŸ”’

❌

Team Members can only edit conversations they created

Edit Task & Project Categories, Tags

βœ…

βœ…

βœ…

❌

Edit Note Categories & Tags

βœ…

βœ…

πŸ”’

❌

Team members can only edit Notes they created

Participate in Conversations

βœ…

βœ…

βœ…

❌

Intercom/Zendesk requires a seat in their platform

Have Tasks Assigned

βœ…

βœ…

βœ…

❌

Send Surveys

βœ…

βœ…

βœ…

❌

Create Indicators

βœ…

βœ…

❌

❌

Address Indicators

βœ…

βœ…

βœ…

❌

Settings & My Profile

ACTION

ADMIN

LEADER

TEAM MEMBER

OBSERVER

Notes

Update Profile Details

βœ…

βœ…

βœ…

βœ…

Connect Gmail Integration

To log email conversations/Calendar to Vitally

βœ…

βœ…

βœ…

βœ…

Connect to Outlook Integration To log email conversations to Vitally

βœ…

βœ…

βœ…

βœ…

Configure Notification Settings

βœ…

βœ…

βœ…

βœ…

Manage Account & Billing

βœ…

❌

❌

❌

Create & Manage Playbooks

βœ…

βœ…

❌

❌

Manage Integrations

βœ…

❌

❌

❌

Manage SSO, 2FA, session timeout, allowed attachment types, roles disallowed from exporting, excluded domains

βœ…

❌

❌

❌

Manage Events

βœ…

❌

❌

❌

Configure Hierarchy

βœ…

βœ…

❌

❌

Manage Team (Team Traits & Invites)

βœ…

❌

❌

❌

Create & manage Health

βœ…

βœ…

❌

❌

Create & manage Success Metrics

βœ…

βœ…

❌

❌

Create & manage Elements

βœ…

βœ…

❌

❌

Create & manage Trait settings

βœ…

βœ…

❌

❌

Create & manage Key Role configuration

βœ…

❌

❌

❌

Create & manage Segments settings

βœ…

βœ…

❌

❌

Create & manage Lifecycle configuration (Revenue & Subscription, Trial, Churn, and Track Rules)

βœ…

βœ…

❌

❌

Create & manage Goals settings

βœ…

βœ…

❌

❌

Create & manage Tasks (Task traits, categories, statuses, and tags)

βœ…

βœ…

❌

❌

Create & manage Notes settings (Note templates, categories, and tags)

βœ…

βœ…

❌

❌

Create & manage Projects settings (Project templates, traits, categories, and statuses)

βœ…

βœ…

❌

❌

Create & manage Docs settings (Doc templates and tags)

βœ…

βœ…

❌

❌

Create & manage Conversations settings (conversation templates, traits, template categories, unsubscribes)

βœ…

βœ…

❌

❌

Manage Meetings Traits

βœ…

βœ…

❌

❌

Manage Vitally Surveys settings & NPS

βœ…

βœ…

❌

❌

Create & manage Custom Objects settings
(Creating new Vitally custom objects or syncing new objects)

βœ…

βœ…

❌

❌

FAQ

Q: What if I want to customize the permissions for roles?

A: Reach out to Support! We can customize some actions but not all. Ask us to find out!

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