Learn the differences between Admin and User roles in GHL Customer Care. Explore agency vs sub-account permission scopes with a clear quick-reference matrix.
1 min read293 words2 explained imagesUpdated Wed, 6 May at 2:20 PM
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The following is a table outlining permissions of sub-account level roles.
Sub-Account Level User Roles
Sub-Account Level User Roles (image 1 of 2)What this shows The following is a table outlining permissions of sub-account level roles.What this showsIllustrates the "Sub-Account Level User Roles" section of "Admin Vs. User Roles and Permission Scopes".This screenshot appears in the "Sub-Account Level User Roles" section of "Admin Vs. User Roles and Permission Scopes". The text alongside this image reads: The following is a table outlining permissions of sub-account level roles. Immediately after, the guide continues: Agency-Only Sub-Account-Only Available in Both Create / Edit / Delete Sub-Accounts Pipelines & Opportunities User Management (Admins can add/edit users within their level) Manage SaaS Mode & Reselling Workflows / Campaigns Dashboard….Image 1 of 2What this coversThe following is a table outlining permissions of sub-account level roles.Next stepAgency-Only Sub-Account-Only Available in Both Create / Edit / Delete Sub-Accounts Pipelines & Opportunities User Management (Admins can add/edit users within their level) Manage SaaS Mode & Reselling Workflows / Campaigns Dashboard Reporting Global Integrations (Mailgun, Twilio Rebilling, Google API, etc.) Calendars & Appointment Settings Media Library Snapshot Management Conversations (SMS, Email, Chat) Audit Logs Agency-Level Billing & Branding Contact Management & Smart Lists Agency Settings (Company Info, Rebilling Settings) Reputation Management White-Label Settings (Custom Domains, Logos, Colors) Funnel & Website Builder
Quick-Reference Permission Matrix.
Agency-Only
Sub-Account-Only
Available in Both
Create / Edit / Delete Sub-Accounts
Pipelines & Opportunities
User Management (Admins can add/edit users within their level)
Manage SaaS Mode & Reselling
Workflows / Campaigns
Dashboard Reporting
Global Integrations (Mailgun, Twilio Rebilling, Google API, etc.)
Note: If a permission is not listed, assume it inherits the broader role’s default capabilities at its respective level.
Admins can change the role of a particular user by going to Settings > My Staff > Edit (pencil icon) > Scroll to and expand "User Roles"
Quick-Reference Permission Matrix. (image 2 of 2)What this shows Admins can change the role of a particular user by going to Settings > My Staff > Edit (pencil icon) > Scroll to and expand "User Roles"What this showsIllustrates the "Quick-Reference Permission Matrix." section of "Admin Vs. User Roles and Permission Scopes".This screenshot appears in the "Quick-Reference Permission Matrix." section of "Admin Vs. User Roles and Permission Scopes". The text alongside this image reads: Admins can change the role of a particular user by going to Settings > My Staff > Edit (pencil icon) > Scroll to and expand "User Roles". The navigation path used here is Settings > My Staff > Edit. Immediately after, the guide continues: Q. If a permission is available at both Agency and Sub-Account levels, does the Agency Admin override Sub-Account Admins?Path: Settings > My Staff > EditImage 2 of 2What this coversAdmins can change the role of a particular user by going to Settings > My Staff > Edit (pencil icon) > Scroll to and expand "User Roles"
Buttons and menus referencedAgency-OnlySub-Account-OnlyAvailable in Both
Next stepQ. If a permission is available at both Agency and Sub-Account levels, does the Agency Admin override Sub-Account Admins?
Frequently Asked Questions
Q. If a permission is available at both Agency and Sub-Account levels, does the Agency Admin override Sub-Account Admins?
Yes. Agency Admins hold global authority. For permissions like user management, reporting, or media library, Agency Admin actions apply across all sub-accounts, while Sub-Account Admins manage only within their assigned sub-account.
Q. What happens if a user is added at the Agency level and then also given access to a Sub-Account?
The user will have two role scopes: agency-wide access from their Agency role, plus sub-account-specific access from their Sub-Account role. Permissions don’t cancel out—they stack, with the broader Agency permissions always taking precedence.
Q. Do all Agency Admins have “Login As”? No. “Login As” is controlled by the Enable Login As permission at the agency level. If it’s disabled for an admin, the Login As option is hidden for that user.
