> ## Documentation Index > Fetch the complete documentation index at: https://help.fieldpulse.com/llms.txt > Use this file to discover all available pages before exploring further. # Engage User Roles Details > See how FieldPulse roles map to Engage call and line permissions, and set the controls that hide customer contacts and block native-device calls and SMS. > **Who uses this:** Admins and Team Managers who manage Engage phone lines; Admins set the per-user privacy permissions. **Availability:** Engage add-on ยท United States and Canada. An Engage user role is the set of call and line permissions a person has in [Engage](https://www.fieldpulse.com/features/engage), and it follows from their FieldPulse company role. A user can be assigned to a maximum of one phone line but can manage more than one, regardless of role โ€” and any user can transfer calls to lines they don't manage. Use this page to match each FieldPulse company role to the Engage permissions it recommends. ## Overview Engage access is not the same for everyone. A user's FieldPulse company role determines whether the user can access Engage at all, which line the user is assigned to, which lines the user can manage, and whose activity the user can see. Assigning a user to a single line automatically makes that user the line manager of it. For what each company role can do across the rest of FieldPulse, see [User Roles and Permissions Details](/settings/users-teams/user-roles). ## Role reference Each FieldPulse company role maps to a recommended Engage setup: | **Company role** | **What it can do in Engage** | | ----------------------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------ | | **Assignment User / Limited Agent** | No access to Engage. To grant Engage access, upgrade the user to a Service Agent. | | **Service Agent** | Assigned to one phone line or none. Handles incoming and outgoing calls only on the assigned line, views incoming activity on that line, and views only their own outgoing activity. Assigning a Service Agent to one line makes them the line manager of it by default. If multiple users share a line, all assignees can see each other's activity on that line. | | **Team Manager** | Assigned to one phone line or none, and can be designated manager of multiple additional lines. Makes incoming and outgoing calls across the lines they manage and views activity on every line they manage. | | **Admin** | Assigned to one phone line or none, and can be designated manager of all lines. Makes incoming and outgoing calls across all lines and views activity on all lines. | Line assignments and line managers are set on each phone line โ€” see [Phone Line Settings Details](/add-ons/engage/phone-line-settings). ## Privacy and communication controls for Service Agents Beyond line assignment, two per-user controls tighten what a Service Agent sees and how they communicate: | **Control** | **What it does** | | ------------------------------- | --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | **Customer contact visibility** | Hides customer phone numbers and email addresses from the user while keeping their full functionality in the system, so customer details stay private. | | **Communication restrictions** | Restricts the user from making calls or sending SMS on their native device, so all customer communication runs through FieldPulse and Engage. This keeps communications tracked and recorded and prevents unauthorized external calls or SMS. | Both controls live in **User Feature Permissions** on the user account: **Ability to see Customer Phone Number/Email Address** and **Ability to Call/SMS Customer from native phone**. An Admin adjusts these toggles per user โ€” see [How to Add New Users](/settings/users-teams/adding-users) for where **User Feature Permissions** live on the user account. The User Feature Permissions panel on a user account, with the Ability to see Customer Phone Number/Email Address and Ability to Call/SMS Customer from native phone toggles highlighted ## Notes & limitations * A user can be assigned to **at most one phone line** but can **manage multiple lines**, regardless of role. * Any user can **transfer calls to lines they don't manage**. * Assigning a user to a single line **automatically makes them the line manager** of it. * When multiple users share a line, **every assignee can view each other's activity** on that line. ## Related articles * [Engage Overview](/add-ons/engage/overview) * [Phone Line Settings Details](/add-ons/engage/phone-line-settings) * [Setting Up Engage Notifications](/add-ons/engage/notifications) * [Setting Up Call Routing](/add-ons/engage/call-routing) * [User Roles and Permissions Details](/settings/users-teams/user-roles) ## Related topics - [Engage Overview](/add-ons/engage/overview.md) - [Phone Line Settings Details](/add-ons/engage/phone-line-settings.md) - [How to Create an Engage Report](/add-ons/engage/report.md) - [Setting Up Engage Filters](/add-ons/engage/engage-filters.md)