Users, roles & phone lines¶
Goal: "A new scheduler starts Monday." Get them invited, give them the right access, and make sure the right calls reach them.
Where: Settings → Agency Settings → users and Active Phone Numbers
Quick paths¶
| I want to… | Do this |
|---|---|
| Add a teammate | Invite a new user to your Org → name, roles, initial office phones → Send invitation! |
| Change someone's access | Find them (Search by name) → Assign roles |
| Give read-only access | Turn on View-Only? |
| Give someone an extension | Extension: (100–999). See Extensions. |
| Link them to Slack | Assigned Slack Profile |
| See whether they'll get notifications | Check their Notifications status, or Show notification calendar |
| Limit a phone line to certain people | Active Phone Numbers → Restrict to: |
| Rename a line | Active Phone Numbers → Label (and a short mobile abbreviation) |
Roles¶
| Role | Typical use |
|---|---|
| Agency Owner | Full control, including owner-only restrictions on phone lines |
| Agency Admin | Agency settings, call routing, automations, users, and access to all call recordings |
| Scheduler | Day-to-day scheduling. Can view agency settings, and gets alerts when missed clock-in/out issues need action. |
Users without a role can still message and take calls. View-Only users can see but not act.
Inviting a user¶
- Invite a new user to your Org.
- Enter First Name and Last Name (and email).
- (Optional) Add roles to user.
- (Optional) Set initial office phones: which CareQB lines they'll use.
- Send invitation! They'll get an email to set their password, then follow Getting started.
Next: add them to the right user groups and have them set their notification rules.
Phone lines¶
Under Active Phone Numbers, each CareQB line has:
- Label (and an optional mobile abbreviation) shown throughout the app
- Location, for multi-office agencies
- Restrict to: only selected users can see and use the line. Tick Owner only to stop other Admins changing the list.
- Designate as relay phone for the Relay system
Users switch between lines with the phone selector in the top bar.
Adding or porting a number? Contact CareQB support. While a number is being ported, it may not send texts yet.
When someone leaves¶
Remove their roles and phone access, take them out of user groups, and reassign their Comments & Tasks. Contact support to fully deactivate the account.