Lifecycle: Access Control & Permissions
W
Wilson Tan
Business Problem:
Currently, lifecycle stages in respond.io are fully visible and editable by all users, regardless of team, role, or data ownership. This creates two major challenges:
- Lack of Visibility Control: Some teams manage sensitive workflows (e.g., HR or Finance-related stages) that should not be visible or accessible to every user. The absence of stage-level access control compromises confidentiality and creates confusion for teams not involved in those stages.
- No Restriction on Manual Changes: In many cases, lifecycle data is synced from an external CRM, where the CRM is the single source of truth. Currently, respond.io does not offer a way to prevent users from manually changing the lifecycle of a contact, which may result in data inconsistencies and misaligned customer journeys across platforms.
Desired Outcome:
Introduce granular access control and permission settings for lifecycle management that allow:
Stage-Level Visibility Controls:
- Limit which lifecycle stages are visible to specific users or teams
- Ensure only authorized users can view or assign contacts to certain stages (e.g., sensitive HR or Finance workflows)
Permission-Based Editing Controls:
- Restrict agents (or all users) from manually changing a contact’s lifecycle stage
- Support use cases where the CRM controls lifecycle updates, preventing manual overrides in respond.io
- Maintain data consistency and integrity across connected systems
N
Nabilah Binti Salleh
Merged in a post:
Lifecycle: Stage-Level Access Control
Attia Saleh
Business Problem:
In many organizations, certain lifecycle stages involve sensitive workflows—such as HR, Finance, or Legal processes—that should not be visible to all users. Currently, all lifecycle stages are visible and accessible to everyone, regardless of their role or team. This limits data confidentiality and can cause confusion for teams who don’t need to interact with certain stages.
Desired Outcome:
Allow admins to configure visibility and access control at the individual lifecycle stage level. This would enable:
- Restricting who can view or assign contacts to specific stages
- Enhancing privacy for sensitive workflows
- Reducing interface clutter and confusion for users who don’t need access to every stage