Setting up users' access levels and roles for the Inbox product

Users with ‘Full access’ can view, edit, delete, and configure the Inbox settings.

Users with ‘Edit access’ will view the feature but will be limited to viewing, editing, and deleting the information in the product.

Users with ‘View access’ can only view the information in the product but cannot perform any actions, such as editing, deleting, or setting up.

Users with ‘No access’ cannot view any feature or functionality.

Click the dropdown button and select the desired access level to define how users can interact with information in the Inbox.

Similar to Inbox, you can configure access levels for the next two products: Team Chat and Listings AI.

Click the dropdown button to select ‘Yes’ or ‘No’ to grant users access to the Reviews AI product.

If you select ‘Yes,’ you’ll need to configure access levels for each feature for Reviews AI. If you select ‘No,’ no further action is needed, as the users will not have access to the product.

Let’s explore each feature under Reviews AI and the available actions.

Send quick review request

The first feature is disabled by default because ‘Contacts’ access is set to ‘View.’ You’ll also see a message stating, “Allow Contacts access to configure Send quick review request permissions.”

To enable, scroll down to the ‘Contacts’ section and set the permission to either ‘Edit’ or ‘Full access’ based on your needs. Once updated, you’ll be able to configure the Send quick review request option.

To enable, scroll down to the ‘Contacts’ section and set the permission to either ‘Edit’ or ‘Full access’ based on your needs. Once updated, you’ll be able to configure the Send quick review request option.

Head back to the ‘Send quick review request’ option. Click the dropdown button and select ‘Yes’ or ‘No’ to grant permission for users to access the feature. Selecting ‘Yes’ allows users to use the quick send option to send review requests, while ‘No’ means they will not have access to this feature.

Review response

Click the dropdown button next to ‘Review response’ and select ‘Select all’ to allow users to reply to reviews, set up auto-reply rules, and create response templates. 

Alternatively, you can choose individual options: ‘Reply’ to only reply to reviews, ‘Set up auto-reply rules’ to configure rules, and ‘Set up response templates’ to create and manage response templates.

Reviews share on social

Click the dropdown button next to ‘Review share on social’ and choose ‘Select all’ to allow users to share reviews on social channels and set up auto-share rules. You can also choose individual options — select ‘Share’ to only grant permission to manually share reviews, or ‘Setup auto-share rules’ to allow users to configure automated sharing based on specific conditions.

Manage tags, Manage attribution (assisted by), and Manage featuring on profile

Click the dropdown button next to each option and select ‘Yes’ to allow users to manage these features or ‘No’ to restrict access.

Manage tags: Let users add or manage tags on reviews for better organization.

Manage attribution (assisted by): Allows users to specify who assisted the reviewer, providing better internal tracking and accountability.

Manage featuring on profile: Enables users to feature reviews on the Birdeye profile, helping highlight positive customer feedback.

Manage review monitoring sites

Click the dropdown button and select the desired actions to define how users can interact with review monitoring sites. You can choose:

Edit: Allows users to make changes to the review monitoring sites.

Delete: Permits users to remove a review monitoring site.

Refresh: Let users refresh the data to pull the latest reviews.

Select all: Grant full permissions at once, enabling all actions together.

Manage review generation sites

Click the dropdown button and select 'Yes' or 'No' to define whether users can manage review generation sites. Selecting Yes allows users to configure and manage the sites used for generating reviews. Selecting No means users will not have access to manage these sites.

Manage share review settings

Click the dropdown button to select where users can share reviews. You can choose 'Select all' to allow sharing across all supported channels, or select individually — On website to enable sharing reviews on the business website, and On search engines to allow sharing on search platforms.

Manage reviewer contact, create tickets from reviews, and Other review actions like download, email, schedule, and compare review accuracy

Click the dropdown button and select "Yes" to grant users access to these actions, or "No" to restrict access. Selecting Yes allows users to manage reviewer contact details, create tickets directly from reviews, and perform additional actions, such as downloading, emailing, scheduling, and comparing review accuracy.

Click the dropdown button and choose the appropriate access level for users:

No access — Users cannot access the Referrals product at all.

View — Users can only view information in the Referrals product.

Edit — Users can view, edit, and delete information in the product.

Full access — Users can view, edit, delete, and also configure the product settings.

Since ‘Social AI’ is set to ‘View’ access, all underlying feature permissions are disabled by default.

To enable and configure permissions for these features, switch the access level to ‘Edit’ or ‘Full access.’

Publishing

Click the dropdown button next to ‘Publishing’ and choose either ‘With Approval’ or ‘Without Approval.’ Selecting ‘With Approval’ means users can publish social posts only after approval from the designated approver(s). Choosing ‘Without Approval’ allows users to publish posts directly without requiring any approval.

Manage approval flow, Manage social engagement, and Manage post library

Manage approval flow – Click the dropdown and select ‘Yes’ to allow users to set up a team of approvers who can review and approve social posts before publishing.

Manage social engagement – Select ‘Yes’ to enable users to engage with social posts, such as commenting or deleting comments.

Manage post library – Choose ‘Yes’ to allow users to manage the posts stored in the post library. These posts are usually saved for repurposing content in future campaigns.

In each case, selecting ‘No’ will restrict access to that specific feature.

Manage link-in bio and Manage asset library

Manage link-in bio –  Click the dropdown and select ‘Yes’ to allow users to manage and update the link-in-bio feature on social channels like Instagram. This helps direct audiences to different landing pages or campaigns through a single profile link.

Manage asset library – Select ‘Yes’ to grant users access to manage media files stored in the asset library. These assets are typically used for publishing social posts.

In both cases, choosing ‘No’ will restrict users from accessing or managing these features.

Manage social calendar

Set permission levels for users to ‘No access,’ ‘View,’ or ‘Full access’ to manage social calendar.

Manage drafts, Manage awaiting approval posts, and Manage rejected posts

Manage drafts – click the dropdown and select ‘Yes’ to allow users to manage social posts saved as drafts. These are posts that haven’t been published yet and can be edited or updated before going live.

Manage awaiting approval posts – select ‘Yes’ to give users access to manage posts that are currently under review and waiting to be approved or rejected by the approvers.

Manage rejected posts – choose ‘Yes’ to let users manage posts that have been rejected during the approval process.

In all three cases, selecting ‘No’ will restrict users from accessing or making changes to these posts.

Manage failed posts, Manage social tags, and Analyze social performance

Manage failed posts – Click the dropdown and select ‘Yes’ to allow users to view and manage social posts that failed to publish. Selecting ‘No’ will prevent access to these posts.

Manage social tags – Choose ‘Yes’ to enable users to manage tags used in social posts. Tags help organize and improve post discoverability. Selecting ‘No’ will restrict this access.

Analyze social performance – Select ‘Yes’ to permit users to view analytics and performance metrics related to social posts, such as engagement and reach. Choosing ‘No’ will restrict access to these insights.

Select ‘Yes’ to grant users access to Survey AI, allowing them to create and distribute surveys and analyze customer feedback to gain actionable insights. Selecting ‘No’ will restrict access to this product.

Manage surveys

Click the dropdown button to choose the appropriate access level for managing surveys:

No access — Users cannot access the product at all.

View — Users can only view the information in the product but cannot make any changes.

Edit — Users can view, edit, and delete information in the product.

Full access — Users can view, edit, delete, and also configure product settings.

Send quick survey invite and distribute surveys

Send quick survey invite - Select ‘Yes’ to allow users to quickly send survey invitations to contacts directly. Choosing ‘No’ will restrict users from sending quick survey invites.

Distribute surveys - Select ‘Yes’ to permit users to distribute surveys to a wider audience. Selecting ‘No’ will prevent users from distributing surveys.

Create tickets from survey response and Download survey responses, schedule, and email

Create tickets from survey response – Select ‘Yes’ to allow users to create support or follow-up tickets directly from survey responses. Choosing 'No' will restrict users from creating tickets based on survey feedback.

Download Survey Responses, Schedule and Email – Select ‘Yes’ to enable users to download survey responses, schedule reports, and email them as needed. Choosing ‘No’ will restrict access to these actions

Select ‘Yes’ to provide users access to Ticketing. Choosing ‘No’ will restrict access to this product.

Create ticket, View ticket activity, and Update ticket status and assignment

Create ticket – Select ‘Yes’ to allow users to create new tickets within the system. Choosing ‘No’ will restrict them from initiating tickets.

View ticket activity – Select ‘Yes’ to grant users access to view all ticket-related activities and updates. Choosing ‘No’ will prevent them from seeing ticket history and activity logs.

Update ticket status and assignment – Select ‘Yes’ to enable users to update the status of tickets and assign or reassign tickets to team members. Choosing ‘No’ will restrict them from making any changes to ticket statuses or assignments.

Comment on ticket and Add or remove watchers

Comment on ticket – Select 'Yes' to allow users to add comments to a ticket, enabling better collaboration and context sharing. Choose 'No' to restrict users from commenting on tickets.

Add or remove watchers – Select 'Yes' to let users add or remove watchers on a ticket, allowing them to control who receives updates and notifications. Choose 'No' to prevent users from managing watchers on tickets.

Access options:

View – Users can only view the information in the product.

Edit – Users can view, edit, and delete the information in the product.

Full access – Users can view, edit, and delete information, along with configuring the product settings.

Download contacts

Select 'Yes' to allow users to download contacts. Choose 'No' to restrict users from downloading any contact data.

Click the dropdown button to choose the appropriate access level for Campaigns.

No access — Users cannot access the product at all.

View — Users can only view the information in the product, but cannot make any changes.

Edit — Users can view, edit, and delete information in the product.

Full access — Users can view, edit, delete, and also configure product settings.

Create and edit campaigns – Allow users to build and modify campaign drafts.

Delete campaigns – Grant or restrict the ability to remove campaigns.

Manage communication restriction – Control access to settings that limit campaign communication.

View campaign details, recipients, and reports – Provide visibility into campaign performance and recipient data.

Pause campaigns – Enable users to temporarily stop active campaigns.

Download Campaign Recipients – Allow exporting recipient lists from campaigns.

Set each permission to Yes or No depending on the user’s responsibilities.

Use this section to define who can access analytics and reporting data. These permissions allow users to monitor performance, track key metrics, and make informed, data-driven decisions.

Choose Yes to provide access or No to restrict visibility for Reporting.

Review reports

Select the types of review analytics you want users to access. These reports provide insights into customer feedback patterns and reputation trends across locations.

You can select individual reports or choose ‘Select all’ to grant full access.

Social reports

Define which social analytics users can access to track engagement, reach, and performance across platforms.

Select specific reports or choose Select all to grant access to all social reports.

Similarly, you can select analytics or specific reports for Campaign, Ticketing, and Other reports.

The Other reports section includes access to Listings, Inbox, Surveys, and Contacts reports, enabling users to analyze performance and engagement across these modules.

Insights AI: Grant access to AI-driven analytics that help evaluate overall business performance, sentiment, reputation, and online visibility.

Competitors: Enable access to competitor analysis tools that help benchmark and evaluate rival businesses for strategic insights.

The same access level applies to these modules.

Use this setting to control who can update and manage your brand and business details across platforms.

Yes – Grants users permission to manage business information, generate QR codes, update branding assets such as logos and color themes, and more.

No – Restricts users from accessing or modifying any business or branding-related details.

Manage business info – Control access to business details such as address, contact information, and hours.

QR codes – Allow users to create or manage QR codes used for marketing or customer engagement.

Manage branding – Enable updates to brand elements such as logo, color palette, and design assets to ensure consistency.

For each of these options, you can assign different levels of access:

No access – Users cannot view or modify the information.

View – Users can only see the details without making changes.

Edit – Users can view, edit, or delete the information.

Full access – Users can view, edit, delete, and configure the product settings related to business info or branding.

Use these settings to define how users can manage business locations and related information across the platform.

Add locations – Allow users to add new business locations to the account.

Update locations in bulk – Enable users to make bulk updates to existing location data.

Manage hierarchy – Control permissions for structuring or modifying parent–child location hierarchies.

Manage custom fields – Let users create and manage custom fields to capture additional location-specific details.

For each option, select:

Yes – Grants users permission to perform the respective actions.

No – Restricts access to these location management capabilities.

Use this section to manage how users, teams, and employees are organized and granted access within your account.

Users, teams, and employees – Toggle Yes to allow access to this section, where users can be created, assigned roles, and organized into teams. Select No to restrict access entirely.

Within this section, you can configure detailed access levels for:

Manage users – Control who can create, edit, or remove users and assign roles.

Manage teams – Allow users to organize and manage team structures for streamlined collaboration.

Manage employees – Enable management of employee profiles and permissions.

For each of these, choose the appropriate access level:

No access – Users cannot view or access this section.

View – Users can only view existing information.

Edit – Users can view, edit, or delete details.

Full access – Users can view, edit, delete, and configure product settings.

These modules define access levels for managing billing details, resolving support issues, setting time zones, and configuring product settings.

Billing – Manage subscription plans, track payments, and handle billing details for financial operations.

Support – Create, assign, and manage support tickets to efficiently handle customer or internal issues.

Timezone – Set or modify the account-specific timezone for accurate reporting and scheduling.

Products – Configure and manage product-related settings within the platform.

For each of these modules, you can assign one of the following access levels:

No access – Users cannot access the module.

View – Users can only view information within the module.

Edit – Users can view, edit, or delete information.

Full access – Users can view, edit, delete, and configure the product settings.

Manage branding permissions to ensure your AI interactions reflect consistent tone, style, and brand identity across all touchpoints.

Brand Voice – Allows users to define and manage the organization’s voice and tone for AI-generated content and responses.

Guardrails – Set content and communication boundaries that ensure AI responses stay compliant with your brand’s messaging and policies.

For each of these options, select:

Yes – Grants users permission to manage and configure the respective branding settings.

No – Restricts access to these branding configuration options.

Manage, organize, and access files, media, documents, and other digital assets across products—all in one place.

Manage Media Library – Allows users to upload, edit, and organize files such as images, videos, and documents within the media library.

For both options, you can choose:

Yes – Grants access to manage and organize digital assets.

No – Restricts access to the respective module.

Click ‘Save’ in the top right corner after assigning the roles.

After saving the role, it will appear on the Roles page.

Hover over the desired role, click ‘Actions,’ and select ‘Assign users’ to assign users to that role.

You can also edit, duplicate, or delete a role from the Actions menu.

Use the search bar to find and add users to the selected role.

Click 'Add all' to assign the role to all available users, or click the plus '(+)' icon next to individual names to add them one by one. Added users appear under 'Selected Users' on the right panel. You can remove any user by clicking the X icon next to their name. Once done, click 'Save' to assign the role.