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Managing Granular Permissions For Conversation AI Agents

Learn how to configure granular permissions for Conversation AI Agents in GHL Customer Care to control bot management, goals, and training securely.

4 min read941 words11 explained imagesUpdated Fri, 29 May at 4:03 AM
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  1. Key Benefits of Granular Permissions For Conversation AI Agents
  2. How To Setup Granular Permissions For Conversation AI Agents
  3. Permission Types Explained
  4. 1. View & Manage Conversation AI Agents
  5. 2. View & Manage Conversation AI agent Goals
  6. 3. View Conversation AI Agent Goals
  7. 4. View & Manage Conversation AI agent Training
  8. Frequently Asked Questions
  9. Related Articles

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Granular permissions for Conversation AI Agents let you precisely control team access to bot management, goals, and training. This feature strengthens security, supports role-based collaboration, and minimizes the risk of unauthorized changes—helping you safeguard your AI-driven workflows while keeping operations efficient.

TABLE OF CONTENTS

What are Granular Permissions For Conversation AI Agents?

Granular Permissions For Conversation AI Agents is a GHL Customer Care feature that allows administrators to define exactly what team members can view, manage, or configure within Conversation AI Bots. By assigning these permissions, you ensure that only authorized roles have control over bot creation, goals, and training. This strengthens system integrity and provides flexible access management that aligns with team responsibilities.

Key Benefits of Granular Permissions For Conversation AI Agents

  • Security: Safeguards bot configurations, goals, and training from unauthorized changes.

  • Role-based access: Enable tailored team access based on roles and responsibilities.

  • Efficiency: Streamlines workflows by hiding unnecessary or restricted options.

  • Risk reduction: Minimizes accidental or unauthorized modifications through controlled access.

How To Setup Granular Permissions For Conversation AI Agents

1. Navigate to My staff

  • From your sub-account, click Settings in the lower left corner
  • Using the left side navigation bar, select My Staff
  • Locate the staff member you’d like to update and click the Edit (Pencil) icon
How To Setup Granular Permissions For Conversation AI Agents (image 1 of 11) What this shows From your sub-account, click Settings in the lower left corner Using the left side navigation bar, select My Staff Locate the staff member… What this shows Illustrates the "How To Setup Granular Permissions For Conversation AI Agents" section of "Managing Granular Permissions For Conversation AI Agents". This screenshot appears in the "How To Setup Granular Permissions For Conversation AI Agents" section of "Managing Granular Permissions For Conversation AI Agents". The text alongside this image reads: From your sub-account, click Settings in the lower left corner Using the left side navigation bar, select My Staff Locate the staff member you’d like to update and click the Edit (Pencil) icon. This part of the guide covers 6 fields, listed below. Immediately after, the guide continues: 2. Locate the AI Agents settings. Image 1 of 11 What to chooseFrom your sub-account, click Settings in the lower left corner Using the left side navigation bar, select My Staff Locate the staff member you’d like to update and click the Edit (Pencil) icon
Fields in this part of the guide Using the left side navigation bar, select My StaffAI Agents (Parent Control)View & Manage Conversation AI agentsView Conversation AI agent GoalsView & Manage Conversation AI agent GoalsView & Manage Conversation AI agent training
Buttons and menus referenced My staffSettingsMy StaffEdit (Pencil)AI AgentsRolesand Permissions
Next step2. Locate the AI Agents settings.
All 3 steps in this procedure
  1. From your sub-account, click Settings in the lower left corner
  2. Using the left side navigation bar, select My Staff
  3. Locate the staff member you’d like to update and click the Edit (Pencil) icon

2. Locate the AI Agents settings.

  • Using the secondary navigation bar on the left, click Roles and Permissions
  • Scroll down to AI Agents
How To Setup Granular Permissions For Conversation AI Agents (image 2 of 11) What this shows Using the secondary navigation bar on the left, click Roles and Permissions Scroll down to AI Agents What this shows Illustrates the "How To Setup Granular Permissions For Conversation AI Agents" section of "Managing Granular Permissions For Conversation AI Agents". This screenshot appears in the "How To Setup Granular Permissions For Conversation AI Agents" section of "Managing Granular Permissions For Conversation AI Agents". The text alongside this image reads: Using the secondary navigation bar on the left, click Roles and Permissions Scroll down to AI Agents. This part of the guide covers 6 fields, listed below. Immediately after, the guide continues: 3. Configure permission toggles on or off based on the user’s role. Toggles include. Image 2 of 11 What to clickUsing the secondary navigation bar on the left, click Roles and Permissions Scroll down to AI Agents
Fields in this part of the guide Using the left side navigation bar, select My StaffAI Agents (Parent Control)View & Manage Conversation AI agentsView Conversation AI agent GoalsView & Manage Conversation AI agent GoalsView & Manage Conversation AI agent training
Buttons and menus referenced My staffSettingsMy StaffEdit (Pencil)AI AgentsRolesand Permissions
Next step3. Configure permission toggles on or off based on the user’s role. Toggles include:
All 3 steps in this procedure
  1. From your sub-account, click Settings in the lower left corner
  2. Using the left side navigation bar, select My Staff
  3. Locate the staff member you’d like to update and click the Edit (Pencil) icon

3. Configure permission toggles on or off based on the user’s role. Toggles include:

  • AI Agents (Parent Control)
  • View & Manage Conversation AI agents
  • View Conversation AI agent Goals
  • View & Manage Conversation AI agent Goals
  • View & Manage Conversation AI agent training
How To Setup Granular Permissions For Conversation AI Agents (image 3 of 11) What this shows AI Agents (Parent Control) View & Manage Conversation AI agents View Conversation AI agent Goals View & Manage Conversation AI agent Goals… What this shows Illustrates the "How To Setup Granular Permissions For Conversation AI Agents" section of "Managing Granular Permissions For Conversation AI Agents". This screenshot appears in the "How To Setup Granular Permissions For Conversation AI Agents" section of "Managing Granular Permissions For Conversation AI Agents". The text alongside this image reads: AI Agents (Parent Control) View & Manage Conversation AI agents View Conversation AI agent Goals View & Manage Conversation AI agent Goals View & Manage Conversation AI agent training. This part of the guide covers 6 fields, listed below. Immediately after, the guide continues: Confirm your changes by clicking the blue Save button. Image 3 of 11 What this coversAI Agents (Parent Control) View & Manage Conversation AI agents View Conversation AI agent Goals View & Manage Conversation AI agent Goals View & Manage Conversation AI agent training
Fields in this part of the guide Using the left side navigation bar, select My StaffAI Agents (Parent Control)View & Manage Conversation AI agentsView Conversation AI agent GoalsView & Manage Conversation AI agent GoalsView & Manage Conversation AI agent training
Buttons and menus referenced My staffSettingsMy StaffEdit (Pencil)AI AgentsRolesand Permissions
Next stepConfirm your changes by clicking the blue Save button
All 3 steps in this procedure
  1. From your sub-account, click Settings in the lower left corner
  2. Using the left side navigation bar, select My Staff
  3. Locate the staff member you’d like to update and click the Edit (Pencil) icon

4. Save your Changes

Confirm your changes by clicking the blue Save button

How To Setup Granular Permissions For Conversation AI Agents (image 4 of 11) What this shows Confirm your changes by clicking the blue Save button What this shows Illustrates the "How To Setup Granular Permissions For Conversation AI Agents" section of "Managing Granular Permissions For Conversation AI Agents". This screenshot appears in the "How To Setup Granular Permissions For Conversation AI Agents" section of "Managing Granular Permissions For Conversation AI Agents". The text alongside this image reads: Confirm your changes by clicking the blue Save button. Immediately after, the guide continues: This permission controls overall management of Conversation AI Bots, including creation, editing, and deletion. Image 4 of 11 How to confirmConfirm your changes by clicking the blue Save button
Buttons and menus referenced Save
Next stepThis permission controls overall management of Conversation AI Bots, including creation, editing, and deletion.

Permission Types Explained

1. View & Manage Conversation AI Agents

This permission controls overall management of Conversation AI Bots, including creation, editing, and deletion.

When enabled:

  • Grants full access to create, edit, and delete Conversation AI Bots.

  • Activates dependent permissions, including View & Manage Conversation AI agent Goals, View Conversation AI agent and View & Manage Conversation AI agent Training.

    Step 2 of 2: Activates dependent permissions, including View & Manage Conversation… What this shows Step 2 of 2: Activates dependent permissions, including View & Manage Conversation AI agent Goals, View Conversation AI agent and View & Manage… What this shows Shows what this covers for step 2 of 2 in the "1. View & Manage Conversation AI Agents" section of "Managing Granular Permissions For Conversation AI Agents". This screenshot accompanies step 2 of 2 in the "1. View & Manage Conversation AI Agents" section of "Managing Granular Permissions For Conversation AI Agents". At this point in the walkthrough you activates dependent permissions, including View & Manage Conversation AI agent Goals, View Conversation AI agent and View & Manage Conversation AI agent Training. Step 2 of 2Image 5 of 11 What this coversActivates dependent permissions, including View & Manage Conversation AI agent Goals, View Conversation AI agent and View & Manage Conversation AI agent Training.
    Buttons and menus referenced full accesscreate, edit, and deleteConversation AI
    All 2 steps in this procedure
    1. Grants full access to create, edit, and delete Conversation AI Bots.
    2. Activates dependent permissions, including View & Manage Conversation AI agent Goals, View Conversation AI agent and View & Manage Conversation AI agent Training. this image

When disabled:

  • Hides the entire Conversation AI Bots menu item.

  • Removes access to the list view and prevents new bot creation.

  • Automatically disables dependent permissions and conceals Conversation AI from AI Agents menus.

    Step 3 of 3: Automatically disables dependent permissions and conceals Conversation… What this shows Step 3 of 3: Automatically disables dependent permissions and conceals Conversation AI from AI Agents menus. What this shows Shows what this covers for step 3 of 3 in the "1. View & Manage Conversation AI Agents" section of "Managing Granular Permissions For Conversation AI Agents". This screenshot accompanies step 3 of 3 in the "1. View & Manage Conversation AI Agents" section of "Managing Granular Permissions For Conversation AI Agents". At this point in the walkthrough you automatically disables dependent permissions and conceals Conversation AI from AI Agents menus. Step 3 of 3Image 6 of 11 What this coversAutomatically disables dependent permissions and conceals Conversation AI from AI Agents menus.
    Buttons and menus referenced full accesscreate, edit, and deleteConversation AI
    All 3 steps in this procedure
    1. Hides the entire Conversation AI Bots menu item.
    2. Removes access to the list view and prevents new bot creation.
    3. Automatically disables dependent permissions and conceals Conversation AI from AI Agents menus. this image

2. View & Manage Conversation AI agent Goals

This permission provides control over editing bot goals—ideal for advanced users configuring bot logic and objectives.

When enabled:

  • Allows users to edit Bot Goals while editing an existing bot.

  • Suitable for power users configuring bot objectives and response logic.
    Step 2 of 2: Suitable for power users configuring bot objectives and response logic What this shows Step 2 of 2: Suitable for power users configuring bot objectives and response logic. What this shows Shows what this covers for step 2 of 2 in the "2. View & Manage Conversation AI agent Goals" section of "Managing Granular Permissions For Conversation AI Agents". This screenshot accompanies step 2 of 2 in the "2. View & Manage Conversation AI agent Goals" section of "Managing Granular Permissions For Conversation AI Agents". At this point in the walkthrough you suitable for power users configuring bot objectives and response logic. Step 2 of 2Image 7 of 11 What this coversSuitable for power users configuring bot objectives and response logic.
    Buttons and menus referenced editingbot goalseditBot GoalsBot Goals
    All 2 steps in this procedure
    1. Allows users to edit B ot Goals while editing an existing bot.
    2. Suitable for power users configuring bot objectives and response logic. this image

When disabled:

  • Hides the Bot Goals tab during editing.

  • Users can still define goals during the creation process for form-based bots.

  • Bot trial access remains available.

    Step 3 of 3: Bot trial access remains available What this shows Step 3 of 3: Bot trial access remains available. What this shows Shows what this covers for step 3 of 3 in the "2. View & Manage Conversation AI agent Goals" section of "Managing Granular Permissions For Conversation AI Agents". This screenshot accompanies step 3 of 3 in the "2. View & Manage Conversation AI agent Goals" section of "Managing Granular Permissions For Conversation AI Agents". At this point in the walkthrough you bot trial access remains available. For context, this section explains: This permission provides control over editing bot goals —ideal for advanced users configuring bot logic and objectives. Step 3 of 3Image 8 of 11 What this coversBot trial access remains available.
    Buttons and menus referenced editingbot goalseditBot GoalsBot Goals
    All 3 steps in this procedure
    1. Hides the Bot Goals tab during editing.
    2. Users can still define goals during the creation process for form-based bots.
    3. Bot trial access remains available. this image

3. View Conversation AI Agent Goals 

This setting is for users who need to view-only, but not edit, configured bot goals.

When enabled:

  • Allows users to view configured bot goals such as instructions and actions.

  • Extends visibility to prompt details within the AI response info drawer.

    Step 2 of 2: Extends visibility to prompt details within the AI response info drawer What this shows Step 2 of 2: Extends visibility to prompt details within the AI response info drawer. What this shows Shows what this covers for step 2 of 2 in the "3. View Conversation AI Agent Goals" section of "Managing Granular Permissions For Conversation AI Agents". This screenshot accompanies step 2 of 2 in the "3. View Conversation AI Agent Goals" section of "Managing Granular Permissions For Conversation AI Agents". At this point in the walkthrough you extends visibility to prompt details within the AI response info drawer. Step 2 of 2Image 9 of 11 What this coversExtends visibility to prompt details within the AI response info drawer.
    Buttons and menus referenced view-only,bot goalsviewBot Goals
    All 2 steps in this procedure
    1. Allows users to view configured bot goals such as instructions and actions.
    2. Extends visibility to prompt details within the AI response info drawer. this image

When disabled:

  • Hides the Bot Goals tab during editing.

  • Goals are only visible during form-based bot creation.

  • Hides additional instructions in that context.

4. View & Manage Conversation AI agent Training

This permission controls access to bot training configurations by determining who can attach or detach a knowledge base from a bot.

When enabled:

  • Users can attach/detach a knowledge base from the bot.

  • Users can see which knowledge base was used for a response within the AI response drawer.

    Step 2 of 2: Users can see which knowledge base was used for a response within the… What this shows Step 2 of 2: Users can see which knowledge base was used for a response within the AI response drawer. What this shows Shows what this covers for step 2 of 2 in the "4. View & Manage Conversation AI agent Training" section of "Managing Granular Permissions For Conversation AI Agents". This screenshot accompanies step 2 of 2 in the "4. View & Manage Conversation AI agent Training" section of "Managing Granular Permissions For Conversation AI Agents". At this point in the walkthrough you users can see which knowledge base was used for a response within the AI response drawer. Step 2 of 2Image 10 of 11 What this coversUsers can see which knowledge base was used for a response within the AI response drawer.
    Buttons and menus referenced bottrainingknowledge baseBot Training tabView & Manage Conversation AI Training
    All 2 steps in this procedure
    1. Users can attach/detach a knowledge base from the bot.
    2. Users can see which knowledge base was used for a response within the AI response drawer. this image

When disabled:

  • Hides the Bot Training tab and prevents modifications.

  • Removes knowledge base references from the AI response drawer in conversations.

    Step 2 of 2: Removes knowledge base references from the AI response drawer in… What this shows Step 2 of 2: Removes knowledge base references from the AI response drawer in conversations. What this shows Shows what this covers for step 2 of 2 in the "4. View & Manage Conversation AI agent Training" section of "Managing Granular Permissions For Conversation AI Agents". This screenshot accompanies step 2 of 2 in the "4. View & Manage Conversation AI agent Training" section of "Managing Granular Permissions For Conversation AI Agents". At this point in the walkthrough you removes knowledge base references from the AI response drawer in conversations. Step 2 of 2Image 11 of 11 What this coversRemoves knowledge base references from the AI response drawer in conversations.
    Buttons and menus referenced bottrainingknowledge baseBot Training tabView & Manage Conversation AI Training
    All 2 steps in this procedure
    1. Hides the Bot Training tab and prevents modifications.
    2. Removes knowledge base references from the AI response drawer in conversations. this image
     
Note: If both View & Manage Conversation AI Training and View & Manage Conversation AI agent Goals are disabled, the Bot Trial feature becomes inaccessible.

Frequently Asked Questions

Q: What happens if I disable “View & Manage Conversation AI Agents”?
The entire Conversation AI Bots menu disappears, preventing creation or editing. All dependent permissions are also disabled.

Q: Can I give a user read-only access to bot goals but restrict training?
Yes, you can enable View Conversation AI Agent Goals while disabling View & Manage Conversation AI Agent Training for visibility without training access.

Q: If I disable “View & Manage Conversation AI Agent Goals,” can users still set goals?
Yes, they can still define goals during the creation of form-based bots, but not when editing existing bots.

Q: How does disabling “View & Manage Conversation AI Agent Training” affect bots?
It removes access to the Bot Training tab, prevents attaching/detaching knowledge bases, and hides training details from the AI response drawer.

Q: What happens to Bot Trial if goal and training permissions are both disabled?
The Bot Trial feature will be inaccessible if both View & Manage Conversation AI Agent Training and View & Manage Conversation AI Agent Goals are disabled.

Q: Why can’t I see the Conversation AI Dashboard?
Make sure the View Conversation AI Dashboard permission is enabled under Roles & Permissions → AI Agents. Disabling it hides the dashboard from the Conversation AI home page and agent-level pages

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