User Roles and Permissions - Momentum

Overview

Momentum provides several different user types to ensure each user only interacts with the information essential to them. This guide covers how each user type interacts with Momentum and the information they can access.

Quick Reference

Understanding Role Hierarchy

Momentum’s roles are designed with a clear hierarchy to maintain proper access control:

1. Organization Admin - Full system control
2. Editor - Configuration access
3. User Admin - User management
4. Default User - Basic access
5. Integration User - System-level access

User Roles

Default User

The basic role assigned to all individuals when they first join Momentum. Access and Interaction:

• Primary interaction through Slack
• Can view summaries and ask questions about calls in Slack channels where they receive Momentum call notes
• Access to relevant call insights based on team membership

Slack Configuration:

• Organization Admins and Editors determine content destinations
• Content may be sent via:
  • Direct messages to call owners
  • Private Slack channels restricted to relevant team members
• Customizable notification preferences

Use Case:

• Receive tailored AI insights for relevant customer interactions
• Stay informed about important call outcomes
• Collaborate with team members on call insights

Best Practices:

• Ensure you’re added to relevant Slack channels
• Set up appropriate notification preferences
• Regularly review call summaries for your accounts

Organization Admin

Full owners and primary operators of the Momentum platform within the organization. Permissions:

• Assign and manage user licenses
• Access and view call data related to troubleshooting
• Configure all Momentum workflows and settings
• Manage organization-wide integrations
• Set up and modify data pipelines
• Configure security settings and access controls

Best Practices:

• Limit to 1-3 users for centralized control
• Document configuration changes
• Regularly review user access and permissions
• Maintain an audit trail of system changes

Common Tasks:

• Onboarding new teams
• Setting up custom workflows
• Troubleshooting system issues
• Managing integration configurations

Editor

Support role for platform configuration and setup. Permissions:

• Configure workflows and data pipelines (similar to Organization Admins)
• Modify notification settings
• Set up custom reporting
• Configure integration settings

Restrictions:

• Cannot view all call data
• Cannot assign licenses
• Cannot modify security settings
• Cannot change organization-wide configurations

Use Case:

• Best suited for team members supporting tool owners with technical setup and workflow management
• Ideal for department-level administrators
• Perfect for technical team leads managing their team’s Momentum setup

User Admin

License administrators focused on managing user onboarding and licensing. Permissions:

• Assign licenses that enable users to record customer interactions
• Manage user access levels
• View license usage and allocation
• Generate license reports

Use Case:

• Ideal for those who onboard new users and manage licensing
• Does not require access to call data or advanced workflow configuration
• Perfect for HR or IT personnel managing user access

Best Practices:

• Maintain an up-to-date user directory
• Regularly review license allocation
• Document license assignment procedures
• Monitor license usage patterns

Integration User

System-level user accounts created by the organization to automate backend tasks. Use Case:

• Poll call recorders for relevant call transcripts
• Update Salesforce records after calls or emails
• Automate data synchronization
• Handle bulk data operations

Technical Details:

• Uses API keys for authentication
• Runs automated processes
• Operates on a schedule or event triggers
• Handles system-to-system communication

Role Comparison

Access Levels

• Full Access: Organization Admin
• Configuration Access: Editor
• User Management: User Admin
• Basic Access: Default User
• System Access: Integration User

Common Scenarios

1. New Team Setup:
   • Organization Admin creates the team structure
   • Editor configures team-specific workflows
   • User Admin assigns licenses to team members
   • Default Users begin receiving call insights
2. Integration Setup:
   • Organization Admin approves the integration
   • Editor configures the integration settings
   • Integration User handles the data synchronization
   • Default Users receive integrated insights
3. License Management:
   • User Admin manages license allocation
   • Organization Admin approves major changes
   • Default Users are notified of access changes

Best Practices

1. Role Assignment:
   • Start with minimal necessary permissions
   • Review and adjust roles as needed
   • Document role assignments
   • Regular access reviews
2. Security:
   • Use strong authentication
   • Regular password updates
   • Monitor access patterns
   • Report suspicious activity
3. Maintenance:
   • Regular role audits
   • Update documentation
   • Review permission changes
   • Monitor system usage