Every user in the Loop Experience Platform has a role that sets their baseline access, plus location access and permissions that fine-tune what they can see and do. This reference explains the three user roles, how each permission layer works, and where to change them. It is intended for Account Owners and Admins who set up and manage users.
Prerequisites / Permissions
• Who can use this article: Owners (Account Owners) and Admins.
• Adding users: Only the Owner role can add users.
• Editing permissions: Owner and Admin roles can edit user permissions.
• Before you start: Set up your locations first, so you can assign location access when you create users. See Locations Overview.
• Some features depend on your platform edition. If an option described here is missing, contact your Customer Success Manager.
The Three User Roles
Role in Loop | Typically assigned to | Default access | Key responsibilities |
Owner | Account Owner (formerly called Super Admin) | Full platform access | Adds users, manages brands, configures locations, owns all project folders |
Admin | Location Managers, department leads, regional managers | Inbox, Tickets and Projects | Runs day-to-day setup and reporting for the locations they are assigned to |
Team Member | Frontline staff, desk agents, shift supervisors | Inbox and/or Tickets | Responds to conversations and resolves tickets |
💡 TIP: Give each person the lowest role that lets them do their job, then add individual permissions as needed. It is easier to grant access later than to take it away.
Owner (Account Owner)
The Owner is the primary account holder and has the highest level of access. Owners:
• Add, edit, delete and force log out users.
• Manage account-wide settings, including Brands and Locations.
• Own every project folder by default.
• Receive report subscriptions by default.
Admin (Location Manager)
Admins manage the platform for the locations they are assigned to. Admins:
• Access Inbox, Tickets and Projects by default.
• View the Response Feed for their assigned locations.
• Edit user permissions.
• Receive report subscriptions by default.
Team Member
Team Members work in the platform every day to respond to customers and employees. Team Members:
• Access Inbox and/or Tickets by default.
• Only see features they have been given permission to use.
• Must be granted access before they can receive report subscriptions.
⚠️ NOTE: You may see Benbria Customer Success or Support profiles in your user list. These accounts let Benbria help you when you open a support request.
How Access Is Controlled
A user's access is built from four layers. Each layer narrows or extends what the user can do.
Layer | What it controls | Where to set it |
1. Role | Baseline access (Owner, Admin or Team Member) | Settings > Users > Edit > Permissions > General |
2. Location access | Which locations' data the user can see | Settings > Users > Edit > Permissions > General |
3. Permissions | Specific actions, such as sending messages, exporting data or using AI-Assist | Settings > Users > Edit > Permissions |
4. Folder sharing | Which survey, dashboard and scoreboard projects the user can view or edit | Projects > folder More Options (...) > Sharing & Permissions |
Location Access
Users only see data for the locations assigned to them. For example, an Admin assigned to one property sees that property's responses, tickets and conversations, but not those of other properties.
Permissions Tab
The Permissions tab is organized into the following sections:
Section | Options | What it allows |
General | Role, Locations | Sets the user's role and the locations they can access |
Inbox Permissions | Send Message, Add Note, Close Conversation, Start Conversation, Delete Conversation | Controls what the user can do in Unified Inbox conversations |
Data Permissions | Export Tickets, Export Responses, Exclude Data | Allows CSV exports and excluding responses from reporting |
Contact Permissions | Manage Contacts | Allows the user to manage contact records |
Consent | View Consent, Override Consent | Controls access to contact consent settings |
AI Permissions | AI-Assist | Turns on AI-assisted tools for the user |
Seats | Inbox Seat, Ticket Seat | Gives the user access to the Inbox and Tickets |
Edit User > Permissions tab
Folder and Project Sharing
Folder access is set separately from the user's role. You add individual users to a folder and give each one a permission level:
Level | What the user can do |
Viewer | View the contents of the folder only |
Editor | Modify all contents of the folder |
Owner | Modify all contents of the folder. Every folder needs at least one Owner |
⚠️ NOTE: Restricting access to a top-level folder also restricts every sub-folder and project inside it.
How to Add a User
1. Click Settings in the left-hand navigation menu.
2. Under Users, select Users.
3. Click + Add.
Settings > Users, with Import CSV and Add highlighted
4. In the Create User window, enter the user's Name and Email.
5. Select their Role.
6. Under Locations, click the + icon and add one or more locations.
7. Click Create.
Create User window
To add many users at once, click + Import CSV instead of + Add.
⚠️ NOTE: If a user in your CSV file already exists in Loop, the import overwrites that user and their permissions.
How to Find and Manage Existing Users
1. Click Settings > Users.
2. Use User Search to find a user by name, or use the Location Filter to see users for one location.
3. Review each user's Role, Assigned Location and Inbox and Tickets access in the table.
Users list with User Search (1), Location Filter (2) and the user table (3)
Use the icons on the right of each row to manage the user:
• Edit (pencil): Open the user's profile, subscriptions, notifications and permissions.
• Delete (trash can): Remove the user.
• Force log out (circle): Sign the user out of all sessions.
Edit (1), Delete (2) and Force log out (3) icons
How to Change a User's Role, Locations or Permissions
1. Click Settings > Users.
2. Click the Edit icon beside the user's name.
3. Open the Permissions tab.
4. Under General, update the user's Role and Locations.
5. Turn on the options the user needs in each permissions section.
6. Click Save.
💡 TIP: While you are in the user's profile, check the Subscriptions and Notifications tabs so the user receives the right updates.
• Subscriptions: Turn on Daily Digest, Weekly Report or LDM Push Report.
Edit User > Subscriptions tab
• Notifications: Use Inherit From Account to apply your account defaults, or choose Email, SMS or Push alerts for each activity under Activities.
Edit User > Notifications tab
How to Share a Folder
1. Click Projects in the left-hand navigation menu.
2. Click More Options (...) on the folder you want to share.
3. Select Sharing & Permissions.
4. In Add users..., select the user you want to add.
5. Choose a permission level: Viewer, Editor or Owner.
6. Click + Add.
7. To change an existing user's access, select a new level from the drop-down beside their name under Users with Access, or select Remove.
8. Click Done.
Folder sharing window with Users with Access
Troubleshooting / FAQs
A user can log in but cannot see any data.
Check the user's Locations under Permissions > General. Users only see data for the locations assigned to them.
A user cannot see the Inbox or Tickets.
Open the user's Permissions tab and turn on Inbox Seat or Ticket Seat under Seats.
A user cannot see a survey or dashboard project.
Folder access is set separately from the user's role. Open the folder's Sharing & Permissions and add the user as a Viewer or Editor.
I do not see the Add button in Users.
Only the Owner role can add users. Ask your Account Owner, or contact support@benbria.com if you are the Owner and cannot add users.
A Team Member is not receiving reports.
Team Members do not get report subscriptions by default. Open the user's Subscriptions tab and turn on the reports they need.