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Organization Settings

User management, roles, permissions, branding, and API access

#What are Organization Settings?

Your organization is the top-level workspace in TotalView. Everything — campaigns, agents, calls, and users — lives within it. Organization settings let you configure how the workspace operates and who has access.

Navigate to Settings in the sidebar (visible to Owners only).

#Organization Profile

  1. Open Settings > Organization.

  2. Update the organization name — this appears in the navigation, emails, and reports.

  3. Upload a logo — click the logo uploader to add your company branding. The logo appears in the sidebar and reports.

  4. Click Save to apply changes.

#Inviting Members

Add team members to your organization.

#Step-by-Step

  1. Navigate to the Members section in settings.

  2. Click Invite Member.

  3. Enter the email address of the person you're inviting.

  4. Select their role (see Role Hierarchy below).

  5. Click Send Invite.

The invitee receives an email with a magic link to join your organization. Once they accept, they appear in the members list with their assigned role.

#Re-Inviting

If you re-invite an existing member with a different role, their role is updated to the new one.

#Removing Members

  1. Find the member in the members list.
  2. Click Remove (requires Owner role).
  3. Confirm the removal.

Removed members lose access immediately. Their historical actions (reviews, notes, coaching) are preserved.

#Role Hierarchy

TotalView uses a 6-tier role hierarchy. Higher roles inherit all permissions of lower roles.

Level Role Description
1 Agent View own calls only. Respond to coaching, complete scorecards, escalate issues.
2 Manager View assigned campaigns. Upload and review calls. Create coaching, send scorecards.
3 Compliance Officer View all campaigns. Review all calls. Focused on compliance oversight.
4 Senior Manager Manage users. Receive escalations. Configure campaign settings and notifications.
5 Owner Full org control. Manage settings, remove users, archive organization.
6 Reseller Cross-org management. Create and manage child organizations. White-label branding.

#Permission Matrix

Permission Agent Manager Compliance Senior Mgr Owner Reseller
View own calls Yes Yes Yes Yes Yes Yes
View assigned campaigns — Yes Yes Yes Yes Yes
Upload calls — Yes Yes Yes Yes Yes
Review calls — Yes Yes Yes Yes Yes
Flag calls — Yes Yes Yes Yes Yes
Manage scorecard templates — Yes Yes Yes Yes Yes
Send scorecards — Yes Yes Yes Yes Yes
Escalate issues Yes Yes Yes Yes Yes Yes
View all campaigns — — Yes Yes Yes Yes
Review all calls — — Yes Yes Yes Yes
Invite users — — — Yes Yes Yes
Manage users — — — Yes Yes Yes
Receive escalations — — — Yes Yes Yes
Manage notifications — — — Yes Yes Yes
Manage campaign settings — — — Yes Yes Yes
Manage org settings — — — — Yes Yes
Remove users — — — — Yes Yes
Archive organization — — — — Yes Yes
Create child orgs — — — — — Yes
Manage child orgs — — — — — Yes

#Special Permission: Agent Coaching Response

The respond to coaching bundle permission is unique — it belongs to the Agent role only and is not inherited upward. This ensures managers create coaching but only agents respond to it.

#Who Can Assign Roles?

Users can assign roles at or below their own level:

  • Owners can assign any role (except Reseller, unless they are a Reseller)
  • Senior Managers can assign Agent, Manager, Compliance Officer, and Senior Manager
  • Managers and below cannot assign roles

#Feature Flags

Toggle experimental or optional features for your organization.

#Coaching Pipeline

  • Toggle: Enable or disable the coaching pipeline feature
  • Description: Unified workflow for call review, training queue, and coaching bundles
  • When disabled, coaching-related sidebar items and features are hidden

#Usage Tracking

Monitor your organization's consumption of AI and transcription services.

#What's Tracked

Service What It Measures
Anthropic (Claude) AI analysis tokens used
AssemblyAI Transcription minutes
Deepgram Transcription minutes

#Viewing Usage

Navigate to the Usage section to see:

  • By service — Breakdown per provider
  • By campaign — Which campaigns consume the most resources
  • Daily trends — Usage patterns over time

This helps you understand costs and optimize campaign configurations (e.g., switching transcription providers for cost savings).

#API Access

Manage API keys for programmatic integration.

#API Keys

API keys allow external systems to upload calls and retrieve data programmatically.

  • Keys use a tv_ prefix for identification
  • Keys are hashed for security — the full key is shown only once at creation
  • Keys are scoped to campaigns

#Managing Keys

  1. Navigate to the API section in settings.
  2. Create a new key — give it a name and select the campaign scope.
  3. Copy the key immediately — it won't be shown again.
  4. Revoke keys when they're no longer needed.

See Uploading Calls — API Upload for how to use API keys.

#White-Label Branding

For Reseller and Enterprise tier organizations, customize the platform's appearance.

#Available Customizations

Setting Description
Custom domain Use your own domain (e.g., qa.yourcompany.com) instead of app.total-view.co.uk
Subdomain Use a custom subdomain (e.g., yourcompany.app.total-view.co.uk)
Logo Replace the TotalView logo with your own
Favicon Custom browser tab icon
Primary color Change the brand accent color throughout the platform
Email sender name Custom "from" name on notification emails
Support email Custom support contact in the footer

White-label settings apply to everyone in the organization — all members see the customized branding.

#Data Management

#GDPR Compliance

TotalView provides endpoints for GDPR data management:

  • Data export — Export all data associated with a user or organization
  • Data deletion — Delete user data on request

Contact your administrator for GDPR requests.

#Audit Log

All significant user actions are logged for compliance:

  • Member additions and role changes
  • Organization setting modifications
  • Campaign configuration changes
  • Data access events

The audit log is accessible to Owners and helps satisfy compliance and security requirements.

#Multi-Organization Support

If you belong to multiple organizations, you can switch between them:

  1. Click the organization name in the sidebar or top navigation.
  2. Select a different organization from the list.
  3. The platform reloads with the selected organization's data.

Each organization is completely isolated — data, users, campaigns, and settings are not shared between organizations.

#Troubleshooting

#I can't access settings

Symptoms: Settings option is not visible in the sidebar. Cause: Your role doesn't have permission. Only Owners (and Resellers) can access organization settings. Solution: Ask your organization Owner to make changes, or request a role upgrade.

#Invited user didn't receive the email

Symptoms: Invitation was sent but the user didn't get it. Cause: Email may be in spam, or the email address has a typo. Solution:

  1. Have the invitee check spam/junk folders.
  2. Verify the email address is correct in the members list.
  3. Resend the invitation.

#API key not working

Symptoms: API calls return authentication errors. Cause: Key may be revoked, expired, or used with the wrong campaign. Solution:

  1. Verify the key is still active in the API settings.
  2. Check that the key matches the campaign you're uploading to.
  3. Create a new key if the original is compromised.

#FAQ

#Can I have multiple Owners?

Yes. An organization can have multiple users with the Owner role. All Owners have equal permissions.

#What happens when I remove a member?

They lose access immediately. Their historical data (reviews, coaching notes, actions) is preserved and attributed to their account.

#Can I change my organization name?

Yes. Go to Settings > Organization and update the name. The change takes effect immediately across the platform.

#How do I transfer ownership?

Assign the Owner role to the new owner, then (optionally) downgrade your own role. Both users need to be members of the organization.

#Role Access

Action Agent Manager Compliance Officer Senior Manager Owner
View settings — — — — Yes
Edit org profile — — — — Yes
Invite members — — — Yes Yes
Manage user roles — — — Yes Yes
Remove members — — — — Yes
View usage — — — — Yes
Manage API keys — — — Yes Yes
Toggle feature flags — — — — Yes
White-label branding — — — — Reseller