Roles & Permissions

Every agent in a workspace has a role that determines what they can do. The Firetell Call Center uses a 3-tier role system.

Roles

Role	Description
member	Standard agent. Can make/receive calls, manage their own contacts, and view their own call history.
leader	Team lead. Has all member permissions plus team-wide visibility and agent management capabilities.
supervisor	Call center supervisor. Focuses on call quality assurance — real-time call supervision (listen, whisper, barge) plus team-wide visibility.

Permission Matrix

Feature	member	leader	supervisor
Basic Operations
View teams I belong to	✅	✅	✅
View teammates + presence	✅	✅	✅
CRUD my own contacts	✅	✅	✅
View contacts in accessible lists (personal, team, shared)	✅	✅	✅
Create / update / delete personal address books (owner_type: agent)	✅	✅	✅
View phone numbers (scoped by team)	✅	✅	✅
View my call history	✅	✅	✅
Transfer calls between agents	✅	✅	✅
Team Management
Create / update / delete team address books (owner_type: team)	❌	✅	❌
Create / update / delete shared address books (owner_type: everyone)	❌	✅	❌
View team-wide call history	❌	✅	✅
View all team contacts	❌	✅	✅
Assign / remove agents from teams	❌	✅	❌
Call Supervision
Silent listen (monitor)	❌	❌	✅
Whisper (coach agent)	❌	❌	✅
Barge-in (3-way call)	❌	❌	✅

Setting Roles

Roles are assigned when adding an agent to a team via the admin console or the Workspace API:

PUT /teams/:team_id/agents/:agent_id

{
  "role": "leader"
}

Valid values: member (default), leader, supervisor.

An agent has a single workspace-level role that applies across all teams they belong to. :::

Endpoint Access by Role

All Agents (member, leader, supervisor)

Method	Endpoint	Description
GET	/call-center/teams	List my teams
GET	/call-center/teams/:id/agents	List teammates
GET	/call-center/contacts	List contacts in my accessible lists
POST	/call-center/contacts	Create contact
PUT	/call-center/contacts/:id	Update contact
DELETE	/call-center/contacts/:id	Delete contact
GET	/call-center/address-books	List accessible address books
GET	/call-center/address-books/:id	Get address book details
POST	/call-center/address-books	Create personal address book (owner_type: agent)
PUT	/call-center/address-books/:id	Update personal address book
DELETE	/call-center/address-books/:id	Delete personal address book
GET	/call-center/phone-numbers	List phone numbers
GET	/call-center/call-history	List my calls
POST	/call-center/calls/:call_id/transfer	Transfer call

Leader Only

Method	Endpoint	Description
POST	/call-center/address-books	Create team/shared address book (owner_type: team or everyone)
PUT	/call-center/address-books/:id	Update team/shared address book
DELETE	/call-center/address-books/:id	Delete team/shared address book
GET	/call-center/teams/:team_id/call-history	Team call history
GET	/call-center/teams/:team_id/call-history/:id	Team call details
PUT	/call-center/teams/:id/agents/:agent_id	Assign agent to team
DELETE	/call-center/teams/:id/agents/:agent_id	Remove agent from team
GET	/call-center/teams/:team_id/contacts	Team contacts
GET	/call-center/teams/:team_id/agents/states	Team agent states
PUT	/call-center/teams/:team_id/agents/:username/state	Force agent state

Leader & Supervisor

Method	Endpoint	Description
GET	/call-center/teams/:team_id/call-history	Team call history
GET	/call-center/teams/:team_id/call-history/:id	Team call details
GET	/call-center/teams/:team_id/agents/states	Team agent states
PUT	/call-center/teams/:team_id/agents/:username/state	Force agent state

Supervisor Only

Method	Endpoint	Description
POST	/call-center/calls/:call_id/listen	Silent monitor
POST	/call-center/calls/:call_id/whisper	Coach agent
POST	/call-center/calls/:call_id/barge	Join as 3-way call
DELETE	/call-center/calls/:call_id/supervision	Stop supervision

Error Responses

When an agent tries to access an endpoint they don't have permission for:

{
  "statusCode": 403,
  "message": "This action requires one of the following roles: leader, supervisor",
  "error": "Forbidden"
}

When an agent tries to access a team they don't belong to:

{
  "statusCode": 403,
  "message": "You are not a member of this team",
  "error": "Forbidden"
}