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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 yesterday

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

πŸ€– Vitally AI

  • βœ… Ask AI

  • βœ… AI Actions

  • βœ… AI Summaries

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

πŸ€– Vitally AI

  • βœ… Ask AI

  • βœ… AI Actions

  • βœ… AI Summaries

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

πŸ€– Vitally AI

  • βœ… Ask AI

  • βœ… AI Actions

  • βœ… AI Summaries

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

πŸ€– Vitally AI

  • βœ… Ask AI

  • βœ… AI Actions (AI Actions can be run by Observers, but they can't convert suggestions in Vitally)

  • βœ… AI Summaries

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…

❌

❌

Vitally AI

AI Copilot and AI Summaries

ACTION

ADMIN

LEADER

TEAM MEMBER

OBSERVER

Notes

Use AI Copilot in Meetings

βœ…

βœ…

βœ…

βœ…

Requires Gong Integration

AI Actions

βœ…

βœ…

βœ…

πŸ”’

Can be run by Observers, but they can't convert them in Vitally.

Ask AI

βœ…

βœ…

βœ…

βœ…

AI Summaries

βœ…

βœ…

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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