Team Management

Roles & Permissions

Every member of your CallTone organization is assigned one of three roles. Roles determine what a member can see and do across the platform. You can change a member's role at any time from the Team settings page.

Owner

The Owner is the person who created the organization. There is exactly one Owner per organization. The Owner has unrestricted access to every feature in CallTone, including:

• Full platform access — create, edit, and delete agents, campaigns, contacts, phone numbers, and appointments.
• Billing management — view invoices, change subscription plans, update payment methods, and manage usage-based add-ons.
• Team management — invite new members, change roles, and remove members from the organization.
• Organization settings — update the organization name, website, timezone, calling hours, and disclosure message.
• Branding & white-label — upload logos, set brand colors, and toggle white-label mode.
• API key management — create and revoke API keys for integrations and webhooks.
• Delete organization — permanently delete the organization and all associated data. This action is irreversible.

Admin

Admins have broad access to day-to-day operations without the ability to manage billing or delete the organization. This is the ideal role for team leads and managers. Admins can:

• Create, edit, and delete voice agents with full configuration control over prompts, voices, and behaviors.
• Launch and manage calling campaigns, including scheduling, contact list management, and campaign analytics.
• Invite new team members and change the roles of existing members (but cannot remove the Owner or change the Owner role).
• Configure organization settings such as timezone, calling hours, and disclosure messages.
• Manage compliance settings including DNC lists, consent tracking, and audit log access.
• Create and revoke API keys for use in integrations.

Admins cannot access billing pages, change subscription plans, or delete the organization.

Member

Members have operational access to the platform. They can use agents and campaigns but cannot change settings or manage the team. This role is suited for individual contributors, sales reps, and support staff. Members can:

• View all voice agents and use them to make or receive calls.
• View campaigns, their progress, and analytics.
• Access the live call dashboard to monitor active calls.
• View contacts, call history, and appointment schedules.
• Access analytics dashboards, lead scores, and conversation intelligence insights.
• Use the missed call text-back dashboard to review and manage missed calls.

Members cannot create or edit agents, launch campaigns, invite team members, change roles, access billing, modify organization settings, or manage API keys.

Permissions at a Glance

Inviting Team Members

You can invite new people to your organization from the Settings > Team page. The invitation flow works as follows:

1. Navigate to Settings > Team in your dashboard.
2. Click the Invite Member button in the top right corner.
3. Enter the email address of the person you want to invite and select the role you would like to assign (Admin or Member).
4. Click Send Invitation. The invitee will receive an email with a link to join your organization.
5. When the invitee clicks the link, they will be prompted to create a CallTone account (or sign in to an existing one). Once authenticated, they are automatically added to your organization with the assigned role.

Pending invitations appear in the team list with a "Pending" badge. You can resend or revoke an invitation at any time before it is accepted. Invitations expire after 7 days. If an invitation expires, you can simply send a new one.

Managing Members

Once someone has joined your organization, you can manage their access from the same Settings > Team page.

Changing Roles

To change a member's role, click the three-dot menu next to their name and select Change Role. Choose the new role from the dropdown and confirm. The change takes effect immediately. Note that you cannot change the Owner role — ownership transfer is handled separately through Settings > Organization > Transfer Ownership.

Removing Members

To remove a member, click the three-dot menu and select Remove Member. You will be asked to confirm the action. Once removed, the member immediately loses access to the organization. Any API keys they created will remain active until explicitly revoked. It is a best practice to revoke any API keys associated with a removed member.

Organization Settings

Organization settings apply to your entire account and affect how your voice agents behave. You can configure these under Settings > Organization.

General Settings

• Organization Name — the display name used across the platform and in notifications sent to your team.
• Website — your company website URL. This is displayed in outbound communications and can be referenced by your voice agents during calls.
• Timezone — the default timezone for your organization. All scheduling, calling hour enforcement, and analytics timestamps use this timezone. Individual campaigns can override this if needed.
• Calling Hours — the window during which your agents are allowed to make outbound calls. The default is 8:00 AM to 9:00 PM in your organization's timezone, which aligns with TCPA requirements. You can narrow this window but cannot expand it beyond the legal limits.
• Disclosure Message — the message your voice agent speaks at the beginning of each call to comply with AI disclosure regulations. A sensible default is provided, but you can customize it to match your brand voice. Example: "Hi, this is an AI assistant calling on behalf of [Your Company]. This call may be recorded for quality purposes."

Branding Settings

CallTone supports full white-label branding so the platform looks and feels like your own product. Configure these under Settings > Branding:

• Logo — upload your company logo (PNG, SVG, or JPEG, max 2 MB). This appears in the dashboard navigation, emails, and the appointment portal.
• Favicon — upload a favicon (ICO or PNG, max 256 KB) for the browser tab icon.
• Brand Colors — set a primary color and an accent color. These are applied throughout the dashboard UI, email templates, and the self-service appointment portal.
• White-Label Toggle — when enabled, all CallTone branding is removed from customer-facing pages (appointment portals, email notifications, and SMS messages). Your logo and brand colors are used exclusively. This feature is available on the Pro plan and above.

API Key Management

API keys are used to authenticate requests to the CallTone REST API and to verify webhook signatures. You can manage them under Settings > API Keys.

Creating an API Key

1. Go to Settings > API Keys and click Create API Key.
2. Give the key a descriptive name (e.g., "CRM Integration" or "Zapier Webhook") so you can identify its purpose later.
3. The key is displayed once after creation. Copy it immediately and store it in a secure location such as a password manager or secrets vault. You will not be able to see the full key again.

Revoking an API Key

If a key is compromised or no longer needed, click the Revoke button next to the key. This immediately invalidates the key. Any integrations or webhooks using that key will stop working until they are updated with a new key.

Security Best Practices

• Never expose API keys in client-side code. Only use them in server-side applications, backend services, or environment variables.
• Use one key per integration. This way, if a key is compromised, you can revoke it without affecting other integrations.
• Rotate keys periodically. Create a new key, update your integration, then revoke the old key.
• Audit key usage. The audit log records every API request made with each key, so you can monitor for unauthorized access.
• Revoke keys when team members leave. If a member who created or had access to API keys leaves your organization, revoke and regenerate those keys.

Next Steps

Now that your team is set up, explore these related topics:

• Compliance — configure DNC lists, consent tracking, and calling hour enforcement.
• Webhooks & Integrations — connect CallTone to your CRM and other tools using API keys.
• Creating Agents — build your first voice agent and start making calls.