--- title: "Manage Contact Center Pro permissions" slug: "manage-contact-center-pro-permissions" updated: 2026-05-26T19:15:39Z published: 2026-05-26T19:15:39Z --- > ## Documentation Index > Fetch the complete documentation index at: https://help.servicetitan.com/llms.txt > Use this file to discover all available pages before exploring further. # Manage Contact Center Pro permissions ## Overview You can only edit Contact Center Pro user permissions in [Enterprise Hub](/v1/docs/enterprise-hub-1). This article provides all the essential information about the permissions required to use Contact Center Pro. --- ### #### Who uses this feature - Administrators - Applies to all business types #### Feature configuration - This feature is currently in Early Access and is subject to change. Reach out to your Pro Account Manager for more information. - Contact Center Pro requires an [Enterprise Hub](/v1/docs/enterprise-hub-1) network. Contact your Customer Success Manager or Pro Account Manager to request a network. > [!WARNING] > **Caution:** Some permissions you see in the product may not be functional, as Contact Center Pro is still in the development stages. This article outlines all currently available permissions. ## Things to know - Similar to other permissions in the Enterprise Hub, Contact Center Pro permissions are linked to roles instead of individual users. These roles are custom-made by an administrator or team manager, and assigned to each user. For more, see [Create and edit user roles in Enterprise Hub](/v1/docs/create-and-edit-user-roles-in-enterprise-hub) and [Set up Enterprise Hub role permissions](/v1/docs/set-up-enterprise-hub-role-permissions). - Contact Center Pro permissions are separated into two sections, *General* and *Admin* permissions. - *General* permissions include actions for all Customer Service Representative (CSR) and Manager screens. - *Admin* permissions include all actions for global settings and all administrator screens. - All regular ServiceTitan permissions for your Contact Center Pro users will now be managed through Enterprise Hub roles, under the *ServiceTitan permissions* tab. - Permissions are organized into levels, with broad permissions and their related sub-permissions. Selecting a permission automatically includes all related sub-permissions, simplifying access management. ## Access Enterprise Hub permissions Access Enterprise Hub permissions by going to [enterprise-hub.servicetitan.com](http://enterprise-hub.servicetitan.com) and logging in with your credentials. 1. Click **User Management**. ![Cursor User Management screen in EH](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/manage-contact-center-pro-permissions-image-cbwjdgh6.png) 2. In the *User Management* screen that opens, select **Roles**. 3. Create or edit an existing role. For more, see [Create and edit user roles in Enterprise Hub](/v1/docs/create-and-edit-user-roles-in-enterprise-hub). ## Contact Center Pro General permissions Contact Center Pro general permissions refer to the access and actions available to the office employees. These permissions define what CSRs and managers can see, do, or change. - **Action Call Options:** - **Make Outbound Calls:** Allows the employee to place an outbound call by clicking **Make a Call** or using the Click-to-Call function. - **View & Action Queue Monitoring:** - **View Queue Monitoring:** Allows the employee to view the *Queue Monitoring* page. - **View Queue Monitoring Agent Activity:** Allows the employee to select a queue to view a table of all the assigned agents and their activity, with access to the agent flyout by selecting any agent. - **Edit Queue Monitoring Agent Activity & Tasks:** Allows the employee to edit agent status. - **View & Action Conversations:** - **Listen to Call Recordings:** Allows the employee to listen to call recordings and see transcripts in the *Conversation History* screen. - **View AI Analysis on User's Own Conversations:** Allows the employee to edit the sentiment on closed conversations in which they took the call. - **View & Edit AI Analysis of All Conversations:** Allows the employee to edit the sentiment on any user's closed conversations. - **Edit User's Own Historical Conversations:** Allows the employee to edit their own closed conversations within the *Conversation History*. As the agent that originally took the call, they can edit the sentiment, call type, or call reason and also rate the summary for accuracy. - **Edit All Historical Conversations:** Allows the employee to edit any closed conversation, regardless of who took the call. They can edit the sentiment, call type, or call reason and also rate the summary for accuracy. - **Download transcripts and call records:** Allows the employee to download transcripts and audio recordings of calls for review. - **View and Action All Follow Ups:** - **Edit Abandoned Calls:** Allows the employee to access the *Abandoned Call* screen under *Urgent Follow Ups* and edit any editable fields within the tables or drawers in that section. - **Edit Second Chance Leads:** Allows the employee to access the *Second Chance Leads* screen under *Urgent Follow Ups* and edit any editable fields within the tables or drawers in that section. ## Contact Center Pro Admin permissions Admin permissions are elevated privileges for users with an *Admin* role, enabling them to manage the system, edit employee profiles, configure workflows, and make company-wide changes. - **View & Edit User Management:** - **View All Users:** Allows the employee to view the *User Management* section. - **Edit User Queues:** Allows the employee to edit the *Queue Assignments* section within the *User Details* screen. - **Edit Seat Levels:** Allows the employee to edit *Seat Levels*, *Personal Line* and *Devices* in the User Management screen. - **Edit Virtual Agent Settings:** Allows the employee to configure and update virtual agent settings. - **View & Edit All Telecom Pages:** - **View Routing Workflows:** Allows the employee to view all call routing workflows. - **Edit Routing Workflows:** Allows the employee to edit any call routing workflows, including adding new phone numbers and updating queue settings. - **Edit Outbound Caller IDs:** Allows the employee to modify the outbound caller IDs displayed during calls. - **View & Edit Feature Management:** - **Edit TI, Follow Up, & Reporting Settings:** Allows users to configure settings related to Titan Intelligence (TI), follow-up workflows, and reporting preferences. Currently, this only lets you customize how Second Chance Leads are managed. - **Edit Data Sharing Settings:** Allows admins to access the *Data Integration* screen and manage the toggle that controls sharing employee names with the Contact Center Pro mobile app. ## FAQ --- ### #### How do I update permissions for Contact Center Pro users? For your Contact Center Pro users/employees, all permissions going forward must be managed through Enterprise Hub, even ServiceTitan permissions. For more, see [Quick start guide: Enterprise Hub Roles for existing ServiceTitan customers](/v1/docs/quick-start-guide-eh-roles-for-existing--customers). 1. Go to **Enterprise Hub > User Management > Roles**. 2. Select the appropriate roles you want to change. 3. Review *EnterpriseHub* and *ServiceTitan permissions,* modify them, and click **Save Changes**. > [!NOTE] > **Note:** For the employees that don't use Contact Center Pro, manage permissions in ServiceTitan under **Settings**![A simple icon representing a settings gear.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/icon-gnav-settings-inactive.png)**> Role Permissions** (or **Settings**![A simple icon representing a settings gear.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/icon-gnav-settings-inactive.png)**> People > Employees**). For more, see [Set permissions for an employee or technician role](/v1/docs/set-permissions-for-an-employee-or-technician-role) and [Set permissions for an individual employee or technician](/v1/docs/set-permissions-for-an-individual-employee-or-technician). ## Want to learn more? - See [Contact Center Pro](/v1/docs/contact-center-pro) - See [Manage users in Enterprise Hub](/v1/docs/manage-users-in-enterprise-hub) - See [View and edit employee information through User Management](/v1/docs/view-and-edit-employee-information-through-user-management) - See [Manage queues and agents through Call Center Monitoring](/v1/docs/manage-queues-and-agents-through-call-center-monitoring)