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Engagement: User Permissions and Access Levels

Understand the differences between each permissions level and which features team members will have access to based on permissions settings

Erika Gardner avatar
Written by Erika Gardner
Updated over 2 weeks ago

Engagement makes it easy to set up each account user with access to the features they use, as well as restrict access to the features they don't. You can customize user access feature by feature, create your own permissions presets, or apply one of our default presets.

Default Preset Permission Levels

When setting up a new user in Engagement, you can select a default preset permission level to quickly set up access:

  • Regular Access: This preset will be ideal for a regular team member performing daily tasks across different sections of the Engagement portal but unable to change settings or manage users.

  • Admin Access: This preset will be ideal for a user who is meant to have full control over the Engagement portal. It sets all permissions to Edit. Admin will be able to change settings and manage users. Organization Admins are set up with Admin access by default.

  • Viewer Access: This preset is for users that are not allowed to perform any advanced actions or change any settings within the Engagement Portal.

Choosing a default permissions preset will automatically set access levels to Engagement features as follows:

Regular Access

Admin Access

Viewer Access

Inbox

Full

Full

Limited

LiveOps

Full

Full

Limited

Patients

Full

Full

Limited

Patient Chat

Full

Full

Limited

Online Scheduling

Full

Full

Limited

Email Campaigns

Full

Full

Limited

Eligibility

Full

Full

Limited

Rewards

Full

Full

Limited

Profitability Formula

Limited

Full

Limited

Swell

Limited

Full

Limited

Payments

Limited

Full

Limited

Follow Ups

Limited

Full

Limited

Communication

Limited

Full

Limited

Settings

Limited

Full

Limited

Important things to note when setting access levels:

  • If Regular access is selected, but all permissions levels are set to 'Full', the user will be updated to have Admin access.

  • If Admin access is selected, but any permissions levels are set to 'Limited', the user will be updated to have Regular access.

  • Setting any level to 'None' will prevent the Engagement user from seeing the feature entirely in Engagement.

Create Custom Permissions Presets

If you'd rather create your own permissions presets instead of choosing a default option, you can do so in Settings > Practice Setup > Permissions Presets. Learn more here.

Limited Actions by Feature

If a user has the 'Limited' access level selected for a particular feature, they will only be able to perform certain actions within that feature. Here's a breakdown of everything a user with Limited access can and cannot do in Engagement:

Feature

'Limited' Capabilities

'Limited' Unavailable Actions

Inbox

  • can expand Show Details

  • can Download

  • can Preview

  • can click the message and mark as read

  • can filter and search messages

  • can’t 'Mark All'

  • can’t use checkboxes on message

LiveOps

  • can move patients

  • can click to view the whole day

  • can search and switch days

  • can use 3-dot menu on the patient and call help

  • can change visible provider

  • can call for help in the seated area

  • can’t schedule appointments

  • can’t create appointments

  • can’t confirm appointments

  • can’t go to Settings

  • can’t clear the checkout area

Patients

  • can use and save filters

  • can interact with tags

  • can update patient data

  • can use bulk actions (except deleting patients)

  • can use actions on Patient Cards (add notes, prepare documents, send to PMS)

  • can update info on icon statuses (like MEDICAL UPDATE DUE, etc)

  • can’t delete filters

  • can’t create or delete unlinked patients (individually or in bulk)

  • can’t update section Settings in Patient Card

Patient Chat

  • can filter by assignment

  • can search patients

  • can use 3-dot menu

  • can’t send messages to the patient

  • can’t send direct messages in 3-dot menu

  • can’t send direct messages from Bulk Actions

  • can’t assign a user to the patient

  • can’t mark message as read

Online Scheduling

  • can trigger “Sync Availability” in Settings

  • can search patients, use filters, bulk actions in Action Items dashboard

  • can create, delete or edit patient in Action Items/ASAP list

  • can interact with the Performance page (‘select practice’ depends on if user has access to other practices)

  • can see details of practice-lever service

  • can see ‘Widget preview’ and ‘Details’ on widgets

  • can copy URL from URL's list

  • can copy the custom link from the custom scheduling list

  • can use 3-dot menu on patient and search in Blocklist

  • can send invite to schedule

  • can't change any Settings (delete, hide, edit, create)

  • can’t create appointment in Inbox

  • can’t cancel reservation in Inbox

Email Campaigns

  • can create a campaign in the Campaigns section

  • can create a campaign from any template

  • can preview templates

  • can send email campaigns through 3-dot menu

  • can send email campaigns in bulk actions from Patients dashboard

  • can edit the content of the campaign when scheduled or draft

  • can copy as draft (for new campaigns)

  • can see details of the campaign (for new campaigns)

  • can see the target recipients of the campaign

  • can see details of the Campaign or Template (in Campaigns and Templates section)

  • can use filters on the campaigns list

  • can’t cancel a campaign

  • can’t copy templates in My Templates and Templates Gallery (for new campaigns)

  • can’t delete/edit settings/edit template/copy in My Templates (for new campaigns)

  • can’t edit or delete categories in My Templates

Eligibility

  • can trigger “Verify all” on the Eligibility page

  • can trigger a single verification on the Eligibility page

  • can trigger a single verification on Patient Card

  • can use filters on the list

  • can Download reports on list and at the Patient’s Card

  • can’t set up automation

Rewards

Page is visible in Engagement

Can’t claim and submit reward

Profitability Formula

Page is visible in Engagement

Swell

Page is visible in Engagement

Payments

  • Deposits Tab: user will have a Full access

  • can send payment requests through 3-dot menu (via request, virtual terminal, physical terminal, payment plan)

  • can send payment requests in quick actions on Patient Card (via request, virtual terminal, physical terminal, payment plan)

  • Transactions Tab: can’t use the "Actions" button on a transactions line item (this includes things related to posting to ledger and refunding)

  • can’t 'Post to ledger 'in Inbox

  • can't use 'Collect Payment' button

  • Payment Requests Tab: can't use the "Actions" button to cancel a payment request

  • Accounts Receivable Tab:

    • can’t send bulk payment requests

    • can’t snooze or unsnooze patients

  • Payment Plans Tab: can’t use the "Actions" button (this includes cancelling a plan, activating)

Follow Ups

Page is visible in dashboard

Can't set up TouchPoints

Communication

  • can use filters

  • can see target recipients

Can’t cancel scheduled communication

Settings

  • Services tab: the page will be visible; can copy and open links ('View status link')

  • Practice Setup tab: the page will be visible

  • Forms tab: the page will be visible

    • can preview form

    • can change language in the language drop-down

  • Consents tab: the page will be visible

    • can preview form

    • can change language in the language drop-down

  • Templates tab: the page will be visible

    • can preview templates (all types)

    • can see archived templates

    • can do everything in the Social media section

  • Verbiage tab: the page will be visible

    • can see a verbiage preview (expand verbiage category)

  • Users tab: the page will be visible

    • can user filters and search

  • Billing tab: the page will be visible

  • Partners tab: the page will be visible

  • About tab: the page will be visible

  • Organization Setup tab: the page will be visible

  • Practice Setup tab: can't make changes

  • Forms tab: can’t change anything

  • Consents tab: can’t change anything

  • Templates tab:

    • can’t create new templates

    • can’t copy templates from the Engagement library

    • can’t edit templates in Custom

    • can’t archive templates

  • Verbiage tab:

    • can’t change anything

    • can’t change Global Settings

  • Users tab:

    • can’t change anything

    • can’t create or edit user

    • can’t view device list and can’t approve device

  • Billing tab:

    • can’t change anything

    • can’t buy Credits

  • Partners tab: can’t change anything

  • About tab: can't change anything

  • Organization Setup tab: can't copy practice settings

Need to create a new Engagement user or edit permissions for an existing user? Check out our step-by-step resources:

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