Who can access the Heedify admin portal?

Any Microsoft 365 user can sign in at portal.heedify.io, but they only see the modules and entities they have been granted permissions on. First-time tenant access requires a Microsoft 365 tenant administrator to approve the Heedify application consents.

What is the difference between Owner, Admin and Supervisor?

Owner has full control of an Entity including deletion and managing other owners. Admin has full configuration access but cannot manage owners. Supervisor has read access and live supervision in the realtime dashboard, and can only add other supervisors.

Where do I configure my own agent settings?

Per-agent settings (licence level, agent profile, recording, personal call flow) are configured by an administrator from the Agents module. Agents themselves change presence and activities from the Heedify Agent Console inside Microsoft Teams.

Can I administer multiple tenants from one account?

Yes, but only Heedify partner accounts. Partners use the tenant dropdown in the header to switch between the customer tenants they manage. A regular customer administrator only sees their own tenant.

Overview

Heedify is a Microsoft Teams-native contact center providing call flow management, queue routing, agent provisioning, real-time and historical analytics, recording with transcription, and CRM integration via webhooks, integrated with Microsoft Teams, Microsoft 365 and Microsoft Graph — administered through portal.heedify.io. The Heedify Admin Portal is where a customer administrator configures every part of their contact-centre tenant: entities, groups, agents, queues, call and chat flows, media, analytics, recording and customer data.

Accessing the portal

Go to portal.heedify.io
Sign in with your Microsoft 365 account

First-time use requires tenant admin consent. See Grant consent for the full consent list.

Portal layout

Heedify admin portal overview showing header, sidebar navigation and main module area

Header (top) — Heedify logo, language switcher (En / Fr), partner-tenant dropdown and user menu.
Sidebar (left) — navigation between modules. A module link appears only if you have at least one permission on it (see Sidebar visibility).
Main area — the currently open module.

Header: language and partner-tenant switcher

Language — click the EN / FR toggle to switch the UI language. Your choice is saved in your browser.
Tenant dropdown — used by Heedify partners who manage several customer tenants. Selecting a customer in the dropdown reloads the portal against that customer’s tenant.

Most customer administrators see only their own tenant in this dropdown and never need to change the selection. The dropdown only shows multiple entries to partner accounts.

The Entity you are working in (the organizational unit that owns queues, agents, flows, etc.) is not chosen from the header — it is selected inside each module that needs it (Groups, Queues, Call Flows, Agents, Analytics, etc.).

Each sidebar item appears only if your role grants you at least one permission (read, create, update or delete) on the matching module in at least one entity. If you have no permission on a module, its link is hidden entirely.

Core concepts

Concept	Description
Entity	An organization or one of its organizational units. Almost every other resource (agents, queues, flows, groups, profiles) belongs to exactly one entity.
Group	A sub-unit within an entity used to gather agents — typically for supervision.
Agent	A Microsoft Teams user declared as a call/chat handler.
Agent Profile	A reusable bundle of agent settings (region, OBO call flows, requeue behavior) applied to one or more agents.
Licence	The licence level assigned to each agent (e.g. CX Essentials, CX Elevate, CX Attendant). Controls which features the agent can use.
Queue	A routing destination with SLA, agents, music on hold and fallback.
Call Flow	A visual routing tree for inbound voice calls.
Chat Flow / WhatsApp Flow	Visual routing for Microsoft Teams chat and WhatsApp conversations.
Media	Audio prompts and music-on-hold files used by queues and flows.
Variables (Customer Data)	Tenant-wide variables exposed to call/chat flows and workflows for personalization and routing decisions.
Workflows	Reusable webhook automations triggered by call events (CRM screen-pop, ticket creation, etc.).
Analytics Profile	Per-entity report configuration (SLA thresholds, targets).
Recording	Access to and download of recorded calls, gated by the call flow’s recording-readers list.
Realtime Dashboard	Live view of agent states, queues and ongoing calls.

Roles

Three roles can be assigned to a user on an entity:

Role	What they can do
Owner	Full control over the entity, including managing other owners and deleting the entity.
Admin	Full configuration access on the entity. Can manage admins and supervisors but cannot manage owners.
Supervisor	Read access and live supervision. Can only add other supervisors.

A user can hold different roles in different entities.

Permissions model

Permissions are granted per module (Entity, Group, Queue, Flow, Agent, Media, Licences, Analytics, GlobalSettings, Recordings, Workflows, etc.) and per entity, with four actions:

read — view items
create — add new items
update — edit existing items
delete — remove items

A sidebar item appears as soon as the user has at least one of these four actions granted on the matching module in any entity. Inside a module, the create / edit / delete buttons are gated individually by the exact action.

Languages

The portal is available in English and French. Switch language from the EN / FR toggle in the header.