How to Configure Granular Voice AI Permissions in HighLevel

Voice AI agents handle direct, live interactions with prospective leads and customers. When configured correctly, these agents process calls, qualify leads, and manage appointment scheduling automatically. However, giving full administrative access to every team member introduces significant operational risk. A misplaced click or an unintended deletion of a knowledge base can break an active agent and halt inbound operations.

HighLevel includes granular permission controls specifically for Voice AI agents. This capability allows agency operators to separate full administration privileges from read-only monitoring and reporting, protecting critical voice workflows from accidental disruption.

Understanding Voice AI Permission Toggles

Access rights for Voice AI are divided into distinct functional areas. Rather than offering an all-or-nothing access model, sub-account administrators can tailor permissions according to an employee's specific responsibilities.

• Agent Creation and Management: Controls whether a user can create, edit, or delete Voice AI agents. Disabling this toggle hides the Voice AI menu entirely from the user interface.
• Read-Only Goal Visibility: Grants users access to inspect prompt structures, attached knowledge bases, and post-call workflows without the ability to modify settings.
• Goal Management: Grants permission to add, edit, or remove knowledge base documents, adjust agent logic, and change post-call action triggers.
• Dashboard and Analytics Access: Restricts or enables access to call logs, performance metrics, audio recordings, and call transcripts.

Configuring User Permissions in Sub-Accounts

Setting up granular access controls takes only a few minutes per staff member within the account administration panel.

1. Navigate to Sub-Account Settings in the bottom-left navigation bar.
2. Select My Staff from the administrative menu to view active team members.
3. Choose the user profile you wish to update and click the edit option.
4. Open the Roles and Permissions tab within the user settings panel.
5. Scroll down to the AI Agent settings block.
6. Adjust the toggles for agent access, goal management, and dashboard visibility.
7. Save the changes to apply the updated permission profile.

Role-Based Access Recommendations

Applying the principle of least privilege ensures that users have exactly the access required to fulfill their daily duties without exposing core system logic to unintended modifications.

Frontline customer support staff generally benefit from read-only goal access. This enables them to review agent logic and understand how an automated system responded to a caller without risking structural edits to the workflow. Account managers and voice system engineers should retain goal editing and management access to iterate on performance. Finally, sales leaders or executive teams may only require dashboard visibility to review call volume and transcript data.

Standardizing these access tiers across your agency sub-accounts prevents service disruptions, secures performance metrics, and maintains operational clarity as team headcount scales.