Overview
The Fullpath Agentic CRM uses a role-based permissions system to control what each user can see and do inside the dashboard. The role or roles assigned to a user determine which pages appear in their navigation, which data they can view, and whether they see only their own records or their entire team's.
This article explains how CRM access works, the permissions that control each page and feature, the additional permissions that unlock cross-team visibility, and how user setup works in the Fullpath portal.
How CRM access works
Access in the CRM is built from permissions rather than from a fixed list of roles. Each permission corresponds to a specific page, section, or capability, and can be granted at one of four levels: Read, Create, Update, or Delete. Read controls whether something is visible; the other levels control whether the user can act on it.
Permissions are grouped into roles. A role is a named bundle of permissions assigned to a user's profile in the Fullpath portal. A profile can hold more than one role at the same time, in which case the user's access is the combination of every permission across all of their roles.
Because access is assembled this way, the experience a user gets is a direct result of the permissions their roles carry — not of a fixed role label.
CRM roles
In day-to-day use, roles produce two broad experiences:
- Management-level access. Users with management roles land on the Overview page when they open the CRM and can see all team members' data and the Reports section. This level is typically assigned to dealership principals, general managers, used and new car managers, F&I (Finance and Insurance) managers, and anyone responsible for overseeing a sales team or the full store.
- Sales-level access. Users with sales roles land on the Home page (not Overview) and, by default, see only their own assigned leads, tasks, conversations, and appointments. They do not have access to the Reports section by default. This level is assigned to individual salespeople.
The specific permissions attached to each role are configured in the Fullpath portal, so the exact access for any given role is determined by how that role is set up for your store.
What permissions control
CRM permissions fall into three groups.
Page and section access
These permissions control whether a specific page or section appears in a user's navigation. If a user does not have the required permission, the item simply does not appear — the user never sees an error or an access-denied screen.
| Page / section | Controlled by permission |
|---|---|
| Overview | Overview |
| Home | Home |
| Deals Desk | Deals Desk |
| Appraisals | Appraisals |
| Leads (Event Logs) | Leads |
| Sales (Event Logs) | Sales |
| CRM Activity (Event Logs) | CRM Activity |
| Live Website Activity | Live Website Activity |
| Reports (including Team Performance) | Reports |
| Agents (Agent Marketplace, Task Builder) | Agents |
Cross-team visibility
By default, every CRM user sees only their own records. These permissions unlock the ability to view other team members' records on specific pages. They are typically granted to managers who need team-wide visibility.
| Permission | What it unlocks |
|---|---|
| Other Profiles — Leads | View leads assigned to other team members, and filter the Lead Pipeline and the Leads event log by other reps |
| Other Profiles — Tasks | View and filter the Tasks page by other team members |
| Other Profiles — Appointments | View and filter the Calendar by other team members |
| Other Profiles — Activities | View communications logged by other team members in the CRM Activity log |
| Other Profiles — Customers | View customers assigned to other team members on the My Customers page |
Granting any of these to a sales-level user lets that user view other reps' records on the corresponding page — use with care.
Pages available to all CRM users
The following pages have no permission gate and are visible to every CRM user. What a user sees on them is still scoped by the cross-team visibility permissions above:
- Lead Pipeline
- Tasks
- Conversations
- Calendar
- My Customers
- Inventory
How the landing page works
When a user opens the CRM, the system checks their permissions to decide where to send them:
- If the user has Overview Read permission, they land on the Overview page (the management dashboard).
- If the user does not have Overview Read permission, they are automatically sent to the Home page (the sales dashboard).
The landing page is therefore not configured per user — it follows directly from whether the user has the Overview permission. Management roles land on Overview; sales roles land on Home.
User setup and management
CRM users are set up and managed in the Fullpath portal, not inside the CRM dashboard itself.
- At the dealership's request, Fullpath support teams create profiles, add new users, assign roles, and configure individual permissions in the Fullpath Employee Portal.
- After a profile is created and a role is assigned, the new user's permissions take effect on their next login to the Fullpath dashboard.
- When a user's role or permissions are changed, the change takes effect the next time the user logs in. If a user needs the change to apply immediately, they should log out and log back in.
- The list of salespeople inside the CRM — used for task assignment, lead assignment, appointment scheduling, and filtering — is drawn from the active CRM profiles configured in the portal. If a salesperson is missing from a dropdown or filter, confirm that their profile exists and is active in the portal.
- Each salesperson profile can be marked as eligible for New vehicle leads, Used vehicle leads, or both. This setting affects automatic lead assignment: when a new lead arrives with no prior relationship to a specific rep, the system uses this flag to route the lead to an appropriate rep. See the Lead Assignment article for more detail.
Important to note
- A user who cannot see a page in their navigation simply has not been granted the required permission — they do not receive an error. If a user expects to see a page but cannot find it, check the portal to confirm the relevant permission is enabled, and have them log out and back in.
- A profile can hold more than one role. Its access is the combination of all permissions across every assigned role, so a user only needs one role that grants a permission in order to have it.
- The Reports section, including Team Performance, is restricted to management roles by default. Sales-level users do not see it unless the Reports permission is explicitly granted.
- Cross-team visibility is controlled by the Other Profiles permissions. Without them, a user's view of leads, tasks, appointments, activities, and customers is limited to their own assigned records.
- Deals Desk and Appraisals each require their own permission regardless of role. A management role without the Deals Desk permission will not see Deals Desk — the role alone is not sufficient for those pages.