Roles and Permissions

Outreach uses role-based access control (RBAC) to determine what each user can see and do. This page defines each role and its permissions.

Roles Overview

Role	Primary purpose	Outreach access
Org Admin	Organisation management, settings, and channel configuration	Full access to Outreach settings, channels, and campaigns
Admin	In-product administration of Outreach campaigns and Campaigner users	Full access to campaigns and user management; cannot configure Outreach channels or change organisation-level settings
Campaigner	Campaign creation and execution	Full access to campaigns, no access to settings
Operations	Contact centre operations (CX product)	No access to Outreach (not visible in sidebar)

Org Admin

Org Admins are responsible for enabling Outreach, configuring delivery channels, and managing the organisation's settings.

What Org Admins Can Do

• Request and cancel Outreach access for the organisation
• Configure SMS: set Twilio Account SID, Auth Token, and Messaging Service SID
• Configure Email: set SendGrid API Key
• Manage domains: add, verify, and remove sending domains
• Manage senders: add, verify, and remove sender email addresses
• Create, edit, run, stop, and delete campaigns
• Monitor campaigns: view message statuses, retry failures, export data
• Manage users: create users with the Admin or Campaigner role, update existing user roles
• Change organisation-level settings

Admin

Admins look after the day-to-day administration of Outreach within an organisation — managing campaigns and Campaigner users — but cannot change the organisation-level settings or the underlying Outreach channel configuration. This is a good fit for a team lead who runs the campaigns programme without needing access to billing, integrations, or organisation setup.

What Admins Can Do

• Create, edit, run, stop, and delete campaigns
• Upload contacts and map CSV columns
• Build templates using Design or Code editors
• Monitor campaigns: view message statuses, retry failures, export data
• Send test emails
• Manage users: create users with the Campaigner role, update existing user roles

What Admins Cannot Do

• Configure Outreach channels — cannot set or edit Twilio Account SID, Auth Token, Messaging Service SID, or SendGrid API Key
• Manage domains or senders for email
• Request or cancel Outreach access for the organisation
• Change organisation-level settings

Campaigner

Campaigners are responsible for the day-to-day creation and execution of campaigns. This role is designed for marketing teams, communications staff, or operations teams who send bulk messages.

What Campaigners Can Do

• Create, edit, run, stop, and delete campaigns
• Upload contacts and map CSV columns
• Build templates using Design or Code editors
• Monitor campaigns: view message statuses, retry failures, export data
• Send test emails

What Campaigners Cannot Do

• Access or modify Outreach Settings (API keys, domains, senders)
• Request or cancel Outreach access
• Manage users (create or update roles)
• View the CX product or organisation settings; the CX product is not visible in the sidebar for this role

What Campaigners See Before Outreach Is Enabled

If Outreach is not yet active for the organisation, Campaigners see a landing page with a message to contact their Org Admin. They cannot request access themselves.

Operations

The Operations role is designed for CX (contact centre) workflows. Users with this role do not have access to Outreach.

What Operations Users Experience

• Outreach is not visible in the sidebar
• No access to any Outreach pages, campaigns, or settings

Role Assignment

Org Admins and Admins can assign the Campaigner role to users from the user management area of the Admin app. Only Org Admins can assign the Admin role. Users can have their role updated at any time.

Summary Table

Capability	Org Admin	Admin	Campaigner	Operations
See Outreach in sidebar	Yes	Yes	Yes	No
Request / cancel Outreach access	Yes	No	No	No
Configure SMS (Twilio)	Yes	No	No	No
Configure Email (SendGrid)	Yes	No	No	No
Manage domains and senders	Yes	No	No	No
Change organisation-level settings	Yes	No	No	No
Manage users (assign Campaigner role)	Yes	Yes	No	No
Assign Admin role	Yes	No	No	No
Create campaigns	Yes	Yes	Yes	No
Edit campaigns	Yes	Yes	Yes	No
Run campaigns	Yes	Yes	Yes	No
Stop campaigns	Yes	Yes	Yes	No
Delete campaigns	Yes	Yes	Yes	No
Monitor and retry messages	Yes	Yes	Yes	No
Export campaign data	Yes	Yes	Yes	No
Send test emails	Yes	Yes	Yes	No
See CX product in sidebar	Yes	Yes	No	Yes

Related Guidance

• Getting Started. Setup overview for each role
• Admin Overview. What Org Admins need to configure
• Campaigns Overview. Campaign lifecycle and actions