Manage Roles

Learn more about user roles, what they are, how they work for individual users and teams, and how they intersect with the features enabled on the account.

Roles and Features

At the core of the Infobip web interface permissions are user roles and different features. Think of a role as an official title that allows users to access, view, and/or modify some features. A feature is a characteristic referring to the product`s functionality, performance, or other attributes.

Our web interface offers a number of features and each one serves a specific use case or task:

Dashboard. Shows the key communication data: traffic, quality of delivery and overall costs.

Reports. Select a type of report you want to receive: detailed, communication, performance, financial.

Logs. Find out the status of a single message.

Data Export. Export all the data you need for analysis to the desired location using enhanced security standards.

Recurring Report. Reports can be recurring so that the new batches are generated and delivered automatically – daily, weekly or monthly.

Conversations. This contact center solution allows you to engage in conversations with your customers over multiple channels.

Number Configuration. By configuring a number, you tell our platform what to do once a message or a call is received on that specific number.

Account Settings and Security. Adjust security parameters in the account Settings.

Audit Log. A full history of user activities on the web interface allowing for faster issue resolution.

Manage API Keys. Create an API key through UI to quickly start developing.

Manage Teams. Create teams for different departments or branches to better organize their members.

Person Profile. Rich profiles for each person allowing for more precise audience targeting.

People Event. Customers are added to the communication flow based on their attributes.


Not every role has all the permissions related to a specific feature. For example, the Analyze Manager role can see Accounts and Users (because Reports can be filtered by account and by user), but can`t edit these features.

Predefined Roles

A role could be simply described as an entity encompassing the most typical tasks the user performs on the Infobip web interface. These are the predefined roles on the Infobip web interface:

Communication Manager
Creates engagement scenarios and sends Broadcast campaigns. Assign this role to users who design and execute flows targeting specific audiences or are triggered by behavioral events.

People Manager
Manages customer profiles on data platform. Assign this role to users who upload and modify customer data, define and adjust audience segments, tags, custom fields and handle stop lists.

Analyze Manager
Grants access to versatile reporting and data handling options. Assign this role to users who track engagement and communication efficiency on dashboards, schedule reports, troubleshoot message delivery and exchange data with other systems and storage.

Finance Data Manager
Has access to financial data and manages payments. Assign this role to users who work with communication costs, track account balance and top up when necessary.

Account Manager
Manages everything related to account access and security. Assign this role to users who manage users and teams of users, apply restrictions with two-factor authentication, password policies and API keys.

Integrations Manager
Configures integration with third-party services and sets up products on the marketplace. Assign this role to users who manage mobile applications, purchase and release numbers for voice and SMS, configure email domains and perform other tasks required to use channels to communicate.

Custom Roles

If you think that customization would definitely be a better choice for you, it is possible to have custom roles on the account. But frankly, we suggest that you stick to standard roles. The standard roles are being automatically updated with all the new features. The updates for custom roles have to be requested and done manually.

Intersection of Features and Roles

When you want to see if one of the users has access to a specific resource within a feature, check the features enabled on the user account and roles assigned to that user:

1. Make sure that the feature with the resource in question has been enabled. (To get information about which specific features have been enabled on the account, contact your Infobip account manager.)

2. On the web interface, confirm that the role with access to the feature has been assigned.

If these two conditions have not been met, the access to the resource will be denied. The following example explains one such scenario:

intertwined roles and features on user platform

Assign Roles to Users and Teams

Option 1: Assign Role to User

1. Log in to the Infobip web interface.

2. Click the Profile icon inside the navigation menu.

3. Click Settings.

4. Select the USERS & TEAMS tab at the top of the page.

5. Select the user you want to manage.

6. Scroll down to the Roles section on the user profile page as shown below and turn the toggle on or off to enable/disable roles.

Essentials - Assign roles

7. Click SAVE. You will be redirected back to the list of users.

Option 2: Create Team with Assigned Roles and Add User to the Team

1. Log in to the Infobip web interface.

2. Click the Profile icon at the bottom of the navigation menu.

3. Click Settings.

4. Select the USERS & TEAMS tab at the top of the page.

5. Select the Teams tab.

6. If you already have teams created, select the team you want to manage. If you don`t have any teams created, click New Team.

manage teams in settings on the communication platform

7. Scroll down to the Roles section on the team`s profile card and enable/disable roles you want to assign to this team.

Conversations - Add roles to team

8. Scroll down to the Users section and click MANAGE USERS.

9. To add a user to the current team, click the card with their name (users will also appear on the side panel on the team page).

Conversations - Add users to team

10. Click SAVE. You will be redirected back to the list of teams.

11. All users within this team will inherit all the roles assigned to the team.


If the user has a role that has been inherited from a team, this information will be available on the user card.

Conversations - Teams inherit

When removing the inherited role, you will be asked if you want to remove the user from the team. When the user is removed from the team, all the roles the team has will not be available to that user anymore. Keep in mind that the removal of the user role triggers the user removal from the team.


Besides the inherited team roles, you can assign roles to individual users.


Teams are a group of users, a convenient way to organize your offices, departments, or teams. When you assign roles to one team, all the users within that team inherit them, including access to specific services, channels, and templates.

There is really no difference between assigning a role to an individual user and adding that user to a team that includes this role. In both cases, the user will get the same set of permissions. Also important: the team members can have their own individual roles, plus the roles they inherit from their teams.

You can access the Teams page inside the Infobip web interface. Go to Settings > USERS & TEAMS. From there, manage the teams` membership from both Teams and Users page.

managing users and teams on user platform