Team Roles and Permissions

Everyone on your Sparrow Intel account has a role. Their role controls what they can see and what they can change. You choose a role when you add someone, and you can change it at any time.

There are four roles:

• Owner: full control, including billing and who has access.
• Team Member: does the day-to-day work, but can't manage billing or users.
• Read-Only: can see everything, but can't change anything.
• Custom: you choose what they can see and change in each area.

Compare the roles

Roles only apply to what your account already has. For example, if your account doesn't have Conversations, no one on your team sees Conversations, not even Owners. The same goes for any product or feature that isn't on your account or plan.

Owner

Owners can do everything. They're also the only people who can:

• Manage Billing & Plan.
• Manage Team Members: add users, change their roles and permissions, and remove them.
• Change the account's Notifications settings.

Every account must have at least one Owner. Only make someone an Owner if they should control billing and decide who has access.

Team Member

Team Member is the default role for new users. Team Members can use every part of Sparrow Intel your account has. They can reply to reviews, message guests, edit rules, templates and settings, and connect integrations. They don't see the Billing & Plan, Team Members or Notifications tabs.

Choose Team Member for staff who handle guests and reviews every day.

When your account adds a new product, Team Members get access to it automatically.

Read-Only

Read-Only users can open everything a Team Member can, but they can't change anything. They can read reviews and conversations, but they can't reply to reviews or message guests. Rules, templates and settings open with every field locked.

Here's what a Read-Only user sees:

• Buttons that create, pause, duplicate or delete things are hidden.
• The edit (pencil) button becomes a View button (eye icon). It opens the same screen with every field locked and no Save button.
• If they try to make a change, Sparrow Intel blocks it.

Read-Only works well for:

• Leaders who follow performance and guest feedback.
• New hires who are learning before they work with guests.
• Outside consultants or auditors.

When your account adds a new product, Read-Only users can view it automatically.

Custom

With Custom, you choose what someone can see and change in each area. Use it when Team Member gives too much access and Read-Only gives too little. For example:

• A reviews specialist who replies to reviews, but shouldn't change rules or integrations.
• A guest messaging agent who works in Conversations, but doesn't need to see reviews.
• A junior teammate who drafts review replies for someone else to publish.

Set up custom permissions

1. Add a new user, or click the pencil next to an existing user on the Team Members tab.
2. Set Role to Custom. A permissions table appears.
3. Click Start from Team Member or Start from Read-Only to fill in the table. You can also tick each box yourself.
4. Adjust the View and Edit boxes for each area.
5. Click Create User (for a new user) or Save User (for an existing user).

How View and Edit work

• View lets the user open the area and see what's in it.
• Edit lets the user make changes there. For example, they can star, assign or hide records, add notes, and create or edit rules, templates and settings.

Edit includes View. If you tick Edit, View is ticked too. If you untick View, Edit is unticked too.

Draft Review Replies, Reply to Reviews and Message Guests

These three rows only have an Edit box. They cover actions that speak for your company to guests and in public, so they're separate from Edit.

Ticking one of these also ticks View for that area.

Edit for Reviews doesn't include replying. To let someone reply, tick Draft Review Replies or Reply to Reviews. In the same way, Edit for Conversations doesn't include messaging guests. To let someone message guests, tick Message Guests.

What's in the table

The table groups permissions by product:

• Reputation Management: Reviews, Draft Review Replies, Reply to Reviews, Review Predictions, Data & Dashboards, Guest Feedback Requests, Host to Guest Reviews, Listing Quality, Review Settings & Review Widgets
• Conversations: Conversations, Message Guests, Conversation Settings & Autopilot
• Knowledge Hub
• Automations: Rules, Templates
• Properties: Properties & Property Groups
• Account: Integrations, Brand Settings

The table only shows rows for features your account has, so you may see fewer rows (or rows for other products on your account).

Good to know

• Custom users can never manage Billing & Plan, Team Members, Notifications settings or Public API credentials. Make someone an Owner if they need these.
• Custom users don't get new products automatically. When your account adds a product, edit each Custom user and tick the new rows.

Change someone's role

1. Click your profile icon in the top-right corner, then click Account.
2. Open the Team Members tab.
3. Click the pencil next to the user.
4. Choose a new Role. If you choose Custom, set their permissions.
5. Click Save User.

The change takes effect within a few minutes. If the user doesn't see it, ask them to refresh their browser.

To add someone new, see Add an Additional User.

A few rules apply to everyone:

• Only Owners can add, edit or remove users.
• You can't change your own role or permissions. Ask another Owner to do it.
• You can't remove yourself from the account.
• An account must always have at least one Owner. You can't change the last Owner's role or remove them.

Roles and superusers

A superuser can move between several Sparrow Intel accounts with one login. Being a superuser is not a role. It controls which accounts someone can reach. Their role controls what they can do inside each account. See Superusers: One Login for Multiple Accounts.

Common questions

I don't see the Team Members tab.
Only Owners can see it. If you're an Owner and the tab asks you to upgrade, your plan doesn't include team members yet.

A teammate can't find a page.
Users only see pages they have permission to view. Check their role, or their permissions if they have the Custom role. Then check that your plan includes the page.

A teammate sees "Ask your account owner to upgrade."
They opened a feature your plan doesn't include. Only Owners can change the plan.