Entities
An Entity in Heedify is the top-level organizational unit owning agents, queues, flows, groups, analytics and permissions, with four role types (Owner, Admin, Supervisor, Reports Viewer) gated by Microsoft 365 sign-in. Every queue, agent, flow, group and analytics profile belongs to exactly one Entity.
Creating an entity
- Open Entities from the sidebar.
- Click + Add New Entity.
- Fill in the Entity name (3 characters minimum). Spaces are stripped automatically as you type.
- The user creating the entity is added with the Owner role automatically. Add other users from the Add user button — pick a role from the dropdown for each (Owner, Admin, Supervisor, Reports Viewer).
- Click Save.
Fields
| Field | Description |
|---|---|
| Entity name | Unique identifier of the entity (3 characters minimum). Spaces are stripped on input. Cannot be changed after creation. |
| Administrators | Microsoft 365 users with admin access on this entity. Each one has an assigned role. |
| Role | Role assigned to each administrator (Owner, Admin, Supervisor, Reports Viewer). |
The entity name cannot be changed after creation. The name input is locked in edit mode.
Roles
Roles in Heedify define both the level of administration a user has on an Entity and which modules they can access in the portal. Use the summary below to understand each role at a glance, then refer to the detailed permissions matrix for the exact access level per module.
Role summary
| Role | Purpose | Typical Users |
|---|---|---|
| Owner | Complete platform ownership and governance. Unrestricted access to all modules and tenant settings. | Customer Owner, Platform Administrator |
| Admin | Full operational and configuration management across the platform. | Entity Manager |
| Supervisor | Operational management of queues, agents, routing, reporting, dashboards, and day-to-day platform administration. | Contact Center Manager or Team Supervisor |
| Reports Viewer | Read-only access to reports, analytics, and dashboards. | Business Stakeholders, Auditors, Management |
Role assignment model
- Default entity owner role: assigned to the user who approved the onboarding consent and created the tenant. This role is granted on the default Entity automatically created during onboarding.
- Specific entity roles: assigned on one or more selected Entities. Users can have different roles in different Entities.
- Role inheritance: users automatically inherit their default Entity role across all Entities. This simplifies administration and provides a baseline access model.
Permissions by module
| Module | Owner | Admin | Supervisor | Reports Viewer |
|---|---|---|---|---|
| Global Settings | Full Access | Full Access | Read * | No Access |
| Entity Management | Full Access | Full Access | Read | No Access |
| Flows - Main | Full Access | Full Access | Create, Read, Update | No Access |
| Flows - Opening Hours | Full Access | Full Access | Full Access | No Access |
| Flows - Holidays | Full Access | Full Access | Full Access | No Access |
| Flows - Holiday Actions | Full Access | Full Access | Full Access | No Access |
| Flows - Greetings | Full Access | Full Access | Full Access | No Access |
| Flows - Surveys | Full Access | Full Access | Full Access | No Access |
| Flows - Routing | Full Access | Full Access | Full Access | No Access |
| Flows - Resource Accounts | Full Access | Full Access | Create, Read, Update | No Access |
| Flows - Workflows | Full Access | Full Access | Create, Read, Update | No Access |
| Flows - Variables | Full Access | Full Access | Read, Update | No Access |
| Flows - Messages | Full Access | Full Access | Full Access | No Access |
| Flows - Recording Configuration | Full Access | Full Access | Read, Update | No Access |
| Queues - Main | Full Access | Full Access | Create, Read, Update | No Access |
| Queues - Configuration | Full Access | Full Access | Create, Read, Update | No Access |
| Queues - Service Integrations | Full Access | Full Access | Full Access | No Access |
| Queues - Agent Assignment | Full Access | Full Access | Full Access | No Access |
| Queues - Channel Assignment | Full Access | Full Access | Full Access | No Access |
| Agents - Main | Full Access | Full Access | Full Access | No Access |
| Agents - Licenses | Full Access | Full Access | Full Access | No Access |
| Agents - Profiles | Full Access | Full Access | Create, Read, Update | No Access |
| Media | Full Access | Full Access | Create, Read | No Access |
| Agent Profile | Full Access | Full Access | Read, Update | No Access |
| Licenses ** | Read | Read | Read | No Access |
| Groups - Main | Full Access | Full Access | Create, Read | No Access |
| Groups - Agent Assignment | Full Access | Full Access | Create, Read, Update | No Access |
| Analytics | Full Access | Full Access | Full Access | Full Access |
| Analytics Profile | Full Access | Full Access | Full Access | Full Access |
| Recordings | Read | Read | Read | No Access |
| Real-Time Dashboard | Read, Update | Read, Update | Read, Update | Read, Update |
*: applicable only for the default Entity. Otherwise, the access level is No Access.
**: license provisioning is managed by Heedify Sales.
Editing an entity
- In the entity list, click the pencil (edit) icon on the entity’s row.
- The form opens with the entity name locked. You can add or remove administrators and change their roles.
- Click Save.
The list row also exposes a trash (delete) icon — see below.
A Supervisor cannot edit or delete an Admin or Owner. An Admin cannot edit or delete an Owner. The corresponding row actions are disabled in those cases.
Deleting an entity
- In the entity list, click the trash (delete) icon on the entity’s row.
- Confirm in the dialog.
Deletion only succeeds if the entity is empty (no agents, queues, flows, groups, etc. still attached to it). Move or delete those resources first. There is no undo.