Users and Groups is the control center for team access in CX. It allows you to invite people, organize them by function, and apply permissions in a way that scales as your team grows.
What this area controls
User lifecycle management from invite to active access.
Direct user-level access controls for feature visibility and editing rights.
Group-based access controls for standardized permissions across teams.
Admin-level access assignment for full platform control.
Why teams use groups
Groups reduce permission drift by applying one permission model to many users.
Groups simplify onboarding because new users can inherit a role profile immediately.
Groups make audits easier because access can be reviewed by function instead of by individual.
How to get there
Step 1: Open your profile icon in the bottom-left corner of CX.
Step 2: Select Users and Groups.
Step 3: Review both the groups section and users table before making changes.
Recommended setup order for new teams
Step 1: Define your main functional groups, such as Operations, Relationship Managers, and Admin.
Step 2: Configure each group’s permissions first.
Step 3: Invite users and assign them to the appropriate group.
Step 4: Use direct user-level permissions only for exceptions that should not apply to everyone in a group.
Important permission behavior
If a user is assigned to a group, group permissions are the source of truth for that user’s access model.
Admin access grants full current and future permissions, so it should be assigned intentionally.
When troubleshooting access, always verify group membership before changing individual permissions.
Operational best practice
Schedule a recurring access review to confirm group membership, remove stale access, and keep least-privilege controls in place as responsibilities change.