Portal Visibility Controls

Portal visibility controls let agencies customize exactly what clients see in their portal. You can show or hide sidebar navigation items, agent detail tabs, individual fields, and action buttons. Settings can be configured at the agency level (applied to all clients) or overridden per client.

How Visibility Works

Visibility uses a 3-tier merge system:

1. System defaults — everything visible by default
2. Agency defaults — set in Agency Settings, applied to all clients
3. Per-client overrides — set on individual client records, override agency defaults

If no configuration is set, clients see everything. Agencies only need to configure what they want to hide or restrict.

Setting Agency Defaults

1. Go to Agency Settings.
2. Click the "Client Portal Defaults" tab.
3. Toggle visibility for each item across four sections:

• Sidebar Items — Dashboard, Agents, Business Info, Billing, Team, Connectors, Support, Settings
• Agent Tabs — Overview, Business, AI Agent, Calls, Contacts, Performance, Connectors, Integrations
• Fields — Each field can be set as Visible and/or Editable (e.g., greeting visible but not editable, system prompt hidden entirely)
• Actions — Export buttons for calls, contacts, and analytics

Changes save automatically as you toggle each item.

Per-Client Overrides

To customize visibility for a specific client:

1. Go to the client's detail page.
2. Click the "Portal & Team" tab.
3. Expand the "Portal Visibility Overrides" section.
4. Toggle any items you want to override for this specific client.

Items not explicitly overridden will inherit the agency default. Overridden items show their current state; items using the default show "(default)" next to them.

What You Can Control

Sidebar Navigation

Control which top-level navigation items appear in the client portal sidebar:

• Dashboard — Main overview page
• Agents — Agent list and detail pages
• Business Info — Business details and settings
• Billing — Invoices, payment methods, plan info
• Team — Team member management
• Connectors — Third-party integrations (Cal.com, etc.)
• Support — Support ticket system
• Settings — Account settings

Agent Detail Tabs

Control which tabs appear on the agent detail page:

• Overview, Business, AI Agent, Calls, Contacts, Performance, Connectors, Integrations

Field Visibility & Editability

For individual fields, you can control two properties:

• Visible — Whether the field appears at all
• Editable — Whether the client can modify the field (only applies if visible)

Available fields include: Greeting, FAQ, Business Hours, Voice, System Prompt, Personality, Transfer Phone, Knowledge Base, Services, Business Address, Website, Call Recordings, Call Transcripts, and Contact Notes.

Actions

Control whether clients can access export features:

• Export Calls — Download call data as CSV
• Export Contacts — Download contact list
• Export Analytics — Download performance data

Common Configurations

Managed Service (Minimal Client Access)

For agencies that fully manage agents on behalf of clients, you might hide most editing capabilities:

• Hide: AI Agent tab, Connectors, Settings
• Show but read-only: Greeting, FAQ, Business Hours
• Show: Dashboard, Calls, Contacts, Performance, Support

Self-Service (Full Client Access)

For agencies that want clients to manage their own agents:

• Show everything (default)
• Optionally hide: System Prompt (keep internal), Voice selection (prevent changes)