Hello Zoho SalesIQ Team,

We appreciate the functionalities offered by Zoho SalesIQ, but we would like to request a crucial enhancement regarding user roles and permissions.

Current Issue:

At present, Zoho SalesIQ provides fixed roles—Admin, Supervisor, and Associate—with preset permissions that cannot be customized or restricted. This creates a major challenge for us, as the Supervisor role currently has access to highly sensitive settings that we want to restrict. Some of the critical issues include:

1. Access to Other Departments and Brands

   • A Supervisor can see operators and brands not associated with their department.
   • They can activate/deactivate brands, modify brand settings, create new ones, and even delete existing brands.
   • We strongly believe that only Admins should have access to brand management.

2. Conversation Monitoring and Bot Control

   • Supervisors can set up conversation monitoring on users outside their department.
   • They have full control over bots, including enabling, disabling, editing, or even deleting bots.
   • We consider bot management a highly sensitive area and believe that Supervisors should not have such unrestricted access.

3. Plugs Management

   • Supervisors can add, modify, or delete plugs, which can impact system integrations and workflow automation.

Requested Feature:

We request the ability to create custom roles with granular permission control, similar to what is available in Zoho Desk and Zoho CRM and other zoho products.

This would allow us to:
✅ Define custom roles tailored to our organization’s needs.
✅ Restrict certain permissions from Supervisors, such as access to brands, bots, and integrations.
✅ Ensure sensitive settings are controlled only by Admins.

Why This is Important:

Having fixed roles with unrestricted access can lead to security risks, accidental misconfigurations, and unauthorized changes in critical settings. The ability to define custom roles and manage permissions in a more granular way is essential for maintaining control and securing our SalesIQ environment.

Looking forward to your feedback on this request.

Best regards,
Ram Freedman