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User Roles & Permissions

Control access to your Connie platform through a comprehensive role-based permission system designed specifically for nonprofit organizations.

Overview​

Every user in your Connie instance must be assigned a role. Each role comes with specific permissions that control access levels and capabilities within the platform. This ensures your team members have appropriate access to features based on their responsibilities.

Default Setup

Upon provisioning of a new Connie account, default roles are automatically created for your organization. As an administrator, you have full control over roles, permissions, and user assignments.

Standard Roles​

Connie comes with five pre-configured roles designed to match typical nonprofit organizational structures:

🔧 CBO Administrator

Full organizational control

  • Manage all users and roles
  • Configure channels and providers
  • Access billing and account settings
  • Set up integrations and workflows
  • Generate reports and analytics

👥 Program Manager

Program-specific oversight

  • Manage program team members
  • Configure program-specific settings
  • Access program performance metrics
  • Set up program workflows
  • Generate program reports

👁️ Supervisor

Team monitoring and coaching

  • Monitor agent activities in real-time
  • Listen, whisper, and barge into calls
  • Manage queue assignments
  • Generate team performance reports
  • Conduct quality assurance reviews

🎧 Staff Agent

Direct client interaction

  • Handle inbound and outbound interactions
  • Access client information and history
  • Use communication channels (voice, chat, email)
  • Update client records and notes
  • Transfer interactions when needed
Super Admin Access

Super Admin role is reserved for Connie platform staff only and provides system-level access for technical support and maintenance.

Permission Management​

Core Permission Categories​

Channel Access

  • Voice calling and management
  • SMS/Text messaging
  • Web chat and social media
  • Email handling
  • Fax sending and receiving

Administrative Functions

  • User management and provisioning
  • Role and permission configuration
  • Provider and integration setup
  • Billing and subscription management
  • Security and compliance settings

Monitoring & Reporting

  • Real-time dashboard access
  • Performance analytics and reports
  • Call recording playback
  • Quality assurance tools
  • Historical data access

Client Data Access

  • View client profiles and history
  • Edit client information
  • Access sensitive data (based on HIPAA/privacy rules)
  • Export client data
  • Integration with external CRMs

Custom Permissions​

Administrators can create custom permission sets for specialized roles:

  • Volunteer Coordinators - Limited access for managing volunteer interactions
  • Grant Writers - Access to outcome metrics and reporting data
  • Board Members - High-level analytics without operational access
  • Interns - Supervised access with limited permissions

CRM Integration & Data Context​

Dynamic Task Context​

Connie's CRM Container Component enhances agent productivity by providing real-time client context:

📊 CRM Integration Flow Diagram
(Coming Soon)

How CRM Integration Works​

  1. Data Collection: During client onboarding, Connie collects identifying information
  2. External Lookup: System queries your CRM or database for additional client context
  3. Task Context Attributes: Retrieved data is packaged with the incoming interaction
  4. Dynamic Display: Agent workspace updates automatically with relevant client information
  5. Real-Time Updates: Changes in CRM reflect immediately in agent interface

Supported CRM Platforms​

  • HubSpot ✅ - Full integration with contact management
  • Salesforce ✅ - Custom object support and workflow automation
  • Microsoft Dynamics - Contact and case management integration
  • Custom Database - API-based integration for proprietary systems

Data Security & Compliance​

All CRM integrations maintain strict security standards:

  • Encrypted Data Transfer - All API calls use TLS 1.3 encryption
  • HIPAA Compliance - Healthcare data handling meets HIPAA requirements
  • Role-Based Access - CRM data visibility controlled by user permissions
  • Audit Logging - Complete audit trail of data access and modifications

User Provisioning Workflow​

Adding New Users​

  1. Create User Account

    • Enter basic user information
    • Assign primary role
    • Set initial permissions

  2. Role Assignment

    • Select appropriate role based on responsibilities
    • Customize permissions if needed
    • Set up team or program assignments

  3. Training & Onboarding

    • Provide role-specific training materials
    • Schedule system walkthrough
    • Set up mentoring with experienced users

  4. Security Setup

    • Enable two-factor authentication
    • Configure single sign-on (if available)
    • Set password policy compliance

Role Change Process​

When users change roles within your organization:

  1. Document Request - Formal role change request with justification
  2. Administrator Approval - CBO Administrator or Program Manager approval
  3. Permission Update - Modify user permissions to match new role
  4. Data Access Review - Ensure appropriate data access for new responsibilities
  5. Training - Provide additional training for new role capabilities

Best Practices​

Security Recommendations​

  • Principle of Least Privilege - Grant minimum permissions necessary for job function
  • Regular Access Reviews - Quarterly review of user permissions and access
  • Role-Based Training - Ensure users understand their permission boundaries
  • Incident Response - Clear procedures for permission-related security incidents

Organizational Structure​

  • Clear Role Definitions - Document responsibilities for each role
  • Escalation Paths - Define who users contact for permission-related issues
  • Cross-Training - Ensure multiple people can handle critical administrative functions
  • Succession Planning - Plan for administrator role transitions

Compliance Considerations​

  • Data Privacy Laws - Ensure permissions align with GDPR, CCPA requirements
  • Industry Regulations - Meet HIPAA, FERPA, or other industry-specific requirements
  • Grant Requirements - Configure permissions to meet funder reporting needs
  • Board Oversight - Provide board members appropriate visibility without operational access

Getting Help​

Role Configuration Support​

Technical Support​

For assistance with role configuration or permission issues:

  • Email: support@connie.one
  • Priority Support: Available for CBO Administrators
  • Emergency Access: 24/7 support for user lockout situations

Training Resources​

  • New Administrator Training - Complete setup and management course
  • Role-Specific Guides - Tailored documentation for each role
  • Video Library - Step-by-step permission configuration tutorials

Proper role and permission management ensures your nonprofit maintains security, compliance, and operational efficiency while empowering your team to serve your community effectively.