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Agency Settings controls what non-agency members can see and do inside an account where agency access is enabled. Access: Open Settings → Agency.
This page is only visible when the account has agency access enabled and your role allows editing member permissions.

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Who This Affects

This setting applies to every member of the account who is not an agency member — including the account owner. If the account owner does not have agency-level access, they are subject to the same restrictions set here. Agency members always retain their elevated access regardless of what is configured on this page.

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What You Configure

The permission matrix controls access across all major areas of the account for non-agency members:
  • Daily operations — conversations and tasks
  • Agents — general settings, prompts, knowledge, tools, call flow, analytics, notifications, and knowledge bases
  • Deploy — telephony, phone numbers, SIP trunks, compliance profiles, campaigns, and contacts
  • Account & Settings — settings, members, subaccounts, trust center, schedules, developer tools, billing, and usage
Most categories use None, Read, or Full. Some account-level categories use a more limited scale.

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How It Relates To Other Pages

1

Set permissions before inviting members

Open Settings → Agency and configure access levels before sending invitations — members receive the permissions in effect at the time they accept.
2

Invite from Members

Go to Settings → Account → Members and send invitations once the permissions are correct.
Start restrictive. Give non-agency members only the areas they need for day-to-day operations, then expand as needed.

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Next Steps

Team Management

Invite members and manage account roles

Subaccounts

Configure isolated child accounts, billing, and hierarchy

Accounts Overview

Review how accounts, subaccounts, and agency access fit together

Trust Center

Manage privacy and governance for your accounts