Omnichannel · Reference

Access and permissions

Which permission each Omnichannel screen needs, who may see and change what, and the rules that keep people from approving their own work.

On this page (15)

Permissions by screen Inbox Conversation Conversion AI Assistant Contact panel Files Webhook Audit Social WhatsApp Leads Analytics Catalog Media

Permissions by screen

Screen	Menu	Permission needed
Unified Inbox	Omnichannel > Inbox > Unified Inbox	omni.inbox.view
My Conversations	Omnichannel > Inbox > My Conversations	omni.inbox.view
Unassigned	Omnichannel > Inbox > Unassigned	omni.inbox.view
Waiting	Omnichannel > Inbox > Waiting	omni.inbox.view
Mentions	Omnichannel > Inbox > Mentions	omni.inbox.view
Starred	Omnichannel > Inbox > Starred	omni.inbox.view
Archived	Omnichannel > Inbox > Archived	omni.inbox.view
Spam	Omnichannel > Inbox > Spam	omni.inbox.view
Support Tickets	Omnichannel > Inbox > Support Tickets	omni.inbox.view (list); omni.resolve (status changes)
Conversation workspace	Inbox > open a conversation (/omnichannel/inbox/<id>)	omni.inbox.view to open; omni.reply / omni.assign / omni.resolve / omni.lead.create / omni.opportunity.create / omni.quotation.create / omni.ai.use per action
Social Leads	Omnichannel > Leads > Social Leads	omni.inbox.view
Lead Ads (lead forms)	Omnichannel > Leads > Lead Ads	omni.inbox.view (list), omni.configure (save)
Lead Inbox	Omnichannel > Leads > Lead Inbox	omni.inbox.view (list), omni.lead.create (add / convert / reject)
Qualification	Omnichannel > Leads > Qualification	omni.inbox.view
Lead Sources	Omnichannel > Leads > Lead Sources	omni.inbox.view (list), omni.configure (add)
Conversion Rules	Omnichannel > Leads > Conversion Rules	omni.inbox.view (read), omni.configure (save)
Social Accounts	Omnichannel > Social > Accounts	omni.social.view
Posts + Post composer	Omnichannel > Social > Posts	omni.social.view; create/edit omni.social.create; approve omni.social.approve; publish/schedule omni.social.publish
Calendar	Omnichannel > Social > Calendar	omni.social.view
Comments	Omnichannel > Social > Comments	omni.social.view (list); omni.reply (actions); omni.lead.create (Create Lead)
Mentions	Omnichannel > Social > Mentions	omni.social.view
Engagement	Omnichannel > Social > Engagement	omni.social.view
Media Library	Omnichannel > Social > Media Library	omni.social.view; omni.social.create to change
Campaigns	Omnichannel > Campaigns > Campaigns	marketing.campaign.view
Ad Accounts	Omnichannel > Campaigns > Ad Accounts	marketing.campaign.view
Audiences	Omnichannel > Campaigns > Audiences	marketing.audience.view
Lead Campaigns	Omnichannel > Campaigns > Lead Campaigns	marketing.campaign.view
Creatives	Omnichannel > Campaigns > Creatives	marketing.campaign.view
Conversion Tracking	Omnichannel > Campaigns > Conversion Tracking	marketing.analytics.view
WhatsApp Conversations	Omnichannel > WhatsApp > Conversations	omni.inbox.view
WhatsApp Templates	Omnichannel > WhatsApp > Templates	omni.inbox.view (list), omni.whatsapp.template (changes)
Broadcasts	Omnichannel > WhatsApp > Broadcasts	omni.inbox.view (list), omni.broadcast (changes / send)
Flows	Omnichannel > WhatsApp > Flows	omni.inbox.view (list), omni.whatsapp.template (save)
Business Numbers	Omnichannel > WhatsApp > Business Numbers	omni.inbox.view
Calls	Omnichannel > WhatsApp > Calls	omni.inbox.view; omni.reply (log)
Catalog	Omnichannel > WhatsApp > Catalog	omni.inbox.view (list), omni.configure (add / remove / sync)
Content Calendar	Omnichannel > Content > Content Calendar	omni.social.view
Drafts	Omnichannel > Content > Drafts	omni.social.view
Media Library (Content)	Omnichannel > Content > Media Library	omni.social.view
Content Templates	Omnichannel > Content > Templates	Menu omni.social.view; server needs omni.configure
Approvals	Omnichannel > Content > Approvals	omni.social.view; omni.social.approve to act
Brand Assets	Omnichannel > Content > Brand Assets	omni.social.view
AI Content Studio	Omnichannel > Content > AI Content Studio	omni.ai.use
Automation Rules	Omnichannel > Automation > Rules	marketing.automation.view
Customer Journeys	Omnichannel > Automation > Customer Journeys	marketing.automation.view
Chatbots	Omnichannel > Automation > Chatbots	Menu omni.inbox.view; list needs omni.configure; save needs omni.configure + omni.automation.edit
AI Agents (AI Settings)	Omnichannel > Automation > AI Agents	Menu omni.inbox.view; screen needs omni.configure
Triggers	Omnichannel > Automation > Triggers	marketing.automation.view
Scheduled Actions	Omnichannel > Automation > Scheduled Actions	marketing.automation.view
Omnichannel Dashboard	Omnichannel > Analytics > Omnichannel Dashboard	omni.analytics.view
Lead Analytics	Omnichannel > Analytics > Lead Analytics	omni.analytics.view
Social Analytics	Omnichannel > Analytics > Social Analytics	omni.analytics.view
Campaign ROI	Omnichannel > Analytics > Campaign ROI	marketing.analytics.view
Agent Performance	Omnichannel > Analytics > Agent Performance	omni.analytics.view
Conversion Funnel	Omnichannel > Analytics > Conversion Funnel	omni.analytics.view
Response SLA	Omnichannel > Analytics > Response SLA	omni.analytics.view
Attribution	Omnichannel > Analytics > Attribution	marketing.analytics.view
Channel Dashboard	Omnichannel > Analytics > Channel Dashboard	omni.analytics.view

Inbox

Rule	What the system does
omni.inbox.view needed	Menus not shown; API refused 'You do not have permission for this action.'
Data scope without omni.inbox.all	Sara sees her own, her teams' and unassigned conversations only; opening Omar's conversation by URL -> 'Conversation not found.'; supervisor with omni.inbox.all sees all

Conversation

Rule	What the system does
omni.reply needed to write	Composer and Quick Actions disabled; POST reply/note -> refused
omni.assign needed to assign / transfer	Assign dialog -> refused; More > Take conversation works (needs only omni.reply)
omni.resolve for resolve / archive / spam / block	Resolve / Archive / Mark as spam / Block refused

Conversion

Rule	What the system does
Lead / opportunity / quotation rights	Matching Quick Action disabled; API refused; quotation/order also need the user's own Sales rights

AI Assistant

Rule	What the system does
omni.ai.use and AI CANNOT list	Assistant calls refused; the CANNOT list (approve discount, confirm high-value order, post accounting, issue refund, change credit, delete records) can never be granted - not in the options and stripped on save

Contact panel

Rule	What the system does
Receivables only for finance-capable users	Outstanding row hidden

Files

Rule	What the system does
Attachment download is company-bound	GET .../workspaces/<company B>/omnichannel/files/<id> as a B user -> 'Record not found.'; images open inline, other files download with nosniff + sandbox CSP

Webhook

Rule	What the system does
Live Meta account requires a valid X-Hub-Signature-256	POST to the callback with no / wrong signature -> 403 'Signature check failed.'; correct HMAC-SHA256 of the raw body -> 200
Live account without a secret refuses everything	Any POST -> 403 'Signature check failed.'
Subscription handshake	GET callback ?hub.mode=subscribe&hub.verify_token=<token>&hub.challenge=123 -> '123' and webhook status ok; wrong token -> 403 'Verification failed.'
Unknown / inactive / app-off key	Every POST/GET -> 404 'Not found.'
Rotate webhook address	Old callback URL returns 404; new one works; audit omni.account.rotated

Audit

Rule	What the system does
Every send and action is audited	Administration > Audit shows omni.message.sent / omni.note.added / omni.conversation.assign ... with the user

Rule	What the system does
omni.social.create to write, omni.social.approve to approve, omni.social.publish to publish	Create/edit/media need .create; Approve/Reject need .approve; Publish/Schedule/Unschedule/Unpublish need .publish; others refused 'You do not have permission for this action.'
Author never approves own post	Approve refused 'The author cannot approve their own post.'

Rule	What the system does
omni.whatsapp.template for templates and flows	Create / submit / clone / archive templates and save flows refused; list readable
omni.broadcast (sensitive) to send broadcasts	New / Send / Schedule / Cancel refused
Marketing template needs opt-in in the chat too	Send Template refused 'Consent: <reason>. Marketing templates need the contact's opt-in.'
Without Marketing, marketing messages are not sent	Broadcast with a marketing template: every recipient skipped 'Install the Marketing app to record consent before sending marketing messages'; utility templates still go

Leads

Rule	What the system does
omni.lead.create to add / convert / reject; omni.configure for forms, sources, rules	Agent can convert; agent cannot save lead forms or conversion rules

Analytics

Rule	What the system does
omni.analytics.view	Analytics menu hidden; GET .../analytics/dashboard refused

Catalog

Rule	What the system does
omni.configure for catalog changes	Add / remove / sync refused; Send Catalog in a chat still works (omni.reply)

Media

Rule	What the system does
Public media link needs the file hash	Its public link works; same link with a wrong / shorter (< 16 chars) k -> 404 'Not found.'

Updated 3 October 2026