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.

💼 Organizations, Accounts & Users

✅ Create, edit, and delete Organizations, Accounts, and Users (i.e., customers)
✅ Edit historical MRR and subscription details for Customers
✅ Configure and manage Key Roles (manually or via Playbooks)
✅ Create, manage, and edit Traits (with full control over permissions)
✅ Manage Segments manually or via Playbook
✅ Set and manage Default Pinned Properties in 360

📊 Reporting & Views

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

✅ Access Views
✅ Create and edit Public Views
✅ Create and edit Private Views
✅ Create and Manage Recommended Views in a Customer 360
✅ Add views to "My Views" in a Customer 360
✅ Set a View as their default in a Customer 360

🔄 Activity Objects

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

✅ View all data
✅ Create, assign, and edit Tasks, Projects, Notes
✅ Create, edit, and share Docs
✅ Edit Traits on Tasks, Notes, and Projects
✅ Have Tasks assigned to them
✅ Edit and delete Activity objects created by other Users
✅ Change Task and Project statuses
✅ Reassign Pending Conversations
✅ Manage Task and Note Categories, Tags, and Templates
✅ Participate in synced Conversations (requires full seat in Intercom/Zendesk)
✅ Create Private and Public Hubs
✅ Send Surveys
✅ Create (via Playbooks) & address Indicators

⚙️ Settings

✅ Manage Account & Billing
✅ Create and manage Playbooks
✅ Manage Integrations
✅ Manage Security
- ✅ Login Type (username & password or SSO)
- ✅ Session Timeout
- ✅ Allowed attachment types
- ✅ Role disallowed from exporting
- ✅ Exclude domains (does not sync conversations or meetings for users belonging to these domains)
✅ Manage Privacy & GDPR
✅ Manage Events
✅ Configure Hierarchy
✅ Manage & invite new team members
✅ Manage & create Team Traits
✅ Configure Health Scores
✅ Configure Success Metrics
✅ Configure Elements
✅ Manage & create Traits
✅ Manage & create Key Roles
✅ Manage & create global Segments
✅ Lifecycle Tracking
- ✅ Revenue & Subscription configuration
- ✅ Trial configuration
- ✅ Churn configuration
- ✅ Track Rules (i.e, ignored accounts)
- ✅ User churn configuration
✅ Manage & create Goals
✅ Manage & create Task Traits, Categories, Statuses, & Tags
✅ Manage & create Note Templates, Traits, Categories, & Tags
✅ Manage & create Project Templates, Traits, Categories, & Statuses
✅ Manage & create Doc Templates & Tags
✅ Manage Conversation Templates, Traits, Template categories, Unsubscribes, & Connected Gmail accounts
✅ Manage & create Meeting Traits
✅ Manage & Create Vitally Surveys & configure NPS
✅ Create a new Custom Object type

🪪 My Profile

✅ Manage Profile settings
✅ Connect email and Google Calendar
✅ Configure personal Notification Settings

Leader

💼 Organizations, Accounts & Users

✅ Create Users
✅ Edit and Manage Organizations, Accounts, and Users (not subscription details)
✅ Delete Organizations, Accounts, and Users
✅ Create, manage, and edit Traits
✅ Manage public Segments manually or via Playbook
✅ Manage Default Pinned Properties in a Customer 360

📊 Reporting & Views

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

✅ Access Views
✅ Create & edit Public Views
✅ Create & edit Private Views
✅ Create & Manage Recommended Views in a Customer 360
✅ Add views to My Views in a Customer 360
✅ Set a View as their default in a Customer 360

🔄 Activity

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

✅ View all data
✅ Create, assign, and edit Tasks, Projects, Notes
✅ Create, edit, and share Docs
✅ Edit Traits on Tasks, Notes, and Projects
✅ Have Tasks assigned to them
✅ Edit and delete Activity objects created by other users
✅ Change Task and Project statuses
✅ Reassign Pending Conversations
✅ Manage Task and Note Categories and Tags
✅ Participate in synced Conversations (requires full seat in Intercom/Zendesk)
✅ Create Private & Public Hubs
✅ Send Surveys
✅ Create (via Playbooks) & address Indicators

⚙️ Settings

✅ Create and manage Playbooks
✅ Configure Health Scores
✅ Configure Success Metrics
✅ Configure Elements
✅ Manage & create Traits
✅ Manage & create global Segments
✅ Lifecycle Tracking
- ✅ Revenue & Subscription configuration
- ✅ Trial configuration
- ✅ Churn configuration
- ✅ Track Rules (i.e, ignored accounts)
- ✅ User churn configuration
✅ Manage & create Goals
✅ Manage & create Task Traits, Categories, Statuses, & Tags
✅ Manage & create Note Templates, Traits, Categories, & Tags
✅ Manage & create Project Templates, Traits, Categories, & Statuses
✅ Manage & create Doc Templates & Tags
✅ Manage Conversation Templates, Traits, Template categories, Unsubscribes, & Connected Gmail accounts
✅ Manage & create Meeting Traits
✅ Manage & Create Vitally Surveys & configure NPS
✅ Create a new Custom Object type

🪪 My Profile

✅ Manage Profile settings
✅ Connect email and Google Calendar
✅ Configure personal Notification Settings

Team Members

💼 Organizations, Accounts & Users

✅ Edit traits only if the trait permissions allow it
✅ Pin traits for themselves only
✅ Add views to My Views in a Customer 360
✅ Set a View as their personal default in a Customer 360
✅ Change & add private Segments (i.e, segments only visible to that specific team member)

📊 Reporting & Views

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

✅ Access Views
✅ Create and edit Private Views (they own or are invited to)
✅ Invite others to their private Views

🔄 Activity

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

✅ View all data
✅ Create, assign, and edit Tasks, Projects, Notes
✅ Have tasks assigned to them
✅ Create new Docs
✅ Edit and share Docs you created, or that were shared with you
✅ Edit and delete any Task or Project
✅ Change Task and Project Statuses
✅ Change Task and Project Categories
✅ Change Task Tags
✅ Edit and delete Notes you created
✅ Participate in synced Conversations (requires full seat in Intercom/Zendesk)
✅ Create Private Hubs
✅ Send Surveys
✅ Address Indicators

⚙️ My Profile

✅ Manage Profile Settings
✅ Connect email and Google Calendar
✅ Configure personal Notification Settings

Observer

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

💼 Organizations, Accounts & Users

✅ View Customers
✅ Add & create My Views

📊 Reporting & Dashboards

✅ Access Public Views
✅ Create and edit Private Views (they own or are invited to)
✅ Invite others to their Private Views

🔄 Activity

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

✅ View all data

🪪 My Profile

✅ Manage Profile Settings
✅ Connect email and Google Calendar (can not start a conversation in Vitally either via a Playbook or manually)
✅ Configure personal Notification Settings

Table Comparison of Permissions

✅ Has access

❌ Does not have access

🔒 Limited access (see note column)

Organizations, Accounts & Users

ACTION	ADMIN	LEADER	TEAM MEMBER	OBSERVER	Notes
Create/edit/delete Organizations, Accounts, and Users	✅	✅	❌	❌	Only admins can edit subscription details
Edit historical MRR	✅	❌	❌	❌
Edit subscription details	✅	❌	❌	❌
Edit Traits	✅	✅	🔒	❌	Team members can edit traits they have permission to edit
Edit Key Roles	✅	✅	❌	❌
Edit Segments (manual or via Playbook)	✅	✅	🔒	❌	Team members can manage *private* Segments
Manage Default Pinned Properties in 360	✅	✅	❌	❌	Team members and observers can pin properties that only they can see in their account
Manage Recommended Views in 360	✅	✅	❌	❌
Add Views to “My Views” in 360	✅	✅	✅	✅
Set a View as default in 360	✅	✅	✅	✅

Reporting & Views

ACTION	ADMIN	LEADER	TEAM MEMBER	OBSERVER	Notes
Access all public Views	✅	✅	✅	✅
Create & edit Private Views	✅	✅	✅	✅
Create & edit Public Views	✅	✅	❌	❌	If a team member invites an admin or leader, they can then share it as a public view
Create Public Hubs	✅	✅	❌	❌
Create Private Hubs	✅	✅	✅	✅

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	✅	✅	✅	✅
Create/edit Tasks, Notes, Projects, Docs	✅	✅	🔒	❌	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	✅	✅	🔒	❌	Team members can edit Notes they created
Delete & edit Notes created by others	✅	✅	❌	❌
Delete and edit all activity items (except notes)	✅	✅	✅	❌
Participate in Conversations with Customers	✅	✅	✅	❌
Edit Pending Conversations	✅	✅	🔒	❌	Team Members can only edit conversations they created
Edit Task & Project Categories, Tags	✅	✅	✅	❌
Edit Note Categories & Tags	✅	✅	🔒	❌	Team members can only edit Notes they created
Participate in Conversations	✅	✅	✅	❌	Intercom/Zendesk requires a seat in their platform
Have Tasks Assigned	✅	✅	✅	❌
Send Surveys	✅	✅	✅	❌
Create Indicators	✅	✅	❌	❌
Address Indicators	✅	✅	✅	❌

Settings & My Profile

ACTION	ADMIN	LEADER	TEAM MEMBER	OBSERVER	Notes
Update Profile Details	✅	✅	✅	✅
Connect Gmail Integration To log email conversations/Calendar to Vitally	✅	✅	✅	✅
Connect to Outlook Integration To log email conversations to Vitally	✅	✅	✅	✅
Configure Notification Settings	✅	✅	✅	✅
Manage Account & Billing	✅	❌	❌	❌
Create & Manage Playbooks	✅	✅	❌	❌
Manage Integrations	✅	❌	❌	❌
Manage SSO, 2FA, session timeout, allowed attachment types, roles disallowed from exporting, excluded domains	✅	❌	❌	❌
Manage Events	✅	❌	❌	❌
Configure Hierarchy	✅	✅	❌	❌
Manage Team (Team Traits & Invites)	✅	❌	❌	❌
Create & manage Health	✅	✅	❌	❌
Create & manage Success Metrics	✅	✅	❌	❌
Create & manage Elements	✅	✅	❌	❌
Create & manage Trait settings	✅	✅	❌	❌
Create & manage Key Role configuration	✅	❌	❌	❌
Create & manage Segments settings	✅	✅	❌	❌
Create & manage Lifecycle configuration (Revenue & Subscription, Trial, Churn, and Track Rules)	✅	✅	❌	❌
Create & manage Goals settings	✅	✅	❌	❌
Create & manage Tasks (Task traits, categories, statuses, and tags)	✅	✅	❌	❌
Create & manage Notes settings (Note templates, categories, and tags)	✅	✅	❌	❌
Create & manage Projects settings (Project templates, traits, categories, and statuses)	✅	✅	❌	❌
Create & manage Docs settings (Doc templates and tags)	✅	✅	❌	❌
Create & manage Conversations settings (conversation templates, traits, template categories, unsubscribes)	✅	✅	❌	❌
Manage Meetings Traits	✅	✅	❌	❌
Manage Vitally Surveys settings & NPS	✅	✅	❌	❌
Create & manage Custom Objects settings (Creating new Vitally custom objects or syncing new objects)	✅	✅	❌	❌

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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