Access model
- Organization Admin: organization configuration and administrative actions allowed by the subscription and platform policy.
- Agent / team member: day-to-day work within the pipelines and actions explicitly assigned to the user.
- SHVYA Superadmin: cross-organization platform operations, special integration provisioning and platform-level policy control.
Pipeline boundaries
A non-admin user may see only assigned pipelines. The server rechecks authorization when a lead is viewed, moved, exported, deleted, or messaged. Access to a CRM page is not proof that every operation in it is permitted.
Provider and feature controls
Connection permissions, channel health, approval state, allowed WhatsApp sender, AI toggles and available credits are separate requirements. A saved feature setting is not equivalent to successful provider delivery.
Common setup mistakes
- Inviting an agent but not assigning a pipeline.
- Connecting a phone number that does not match the target pipeline's sender.
- Expecting an organization admin to generate a Superadmin-only JustDial or IndiaMART webhook.
- Expecting a restricted module to appear on a plan that does not include it.
Resolve missing access
- Confirm you signed into the intended organization.
- Ask the organization admin to check plan and pipeline permissions.
- Check that the channel or integration is enabled and approved.
- Raise a Help & Support ticket if the authorized action is still blocked.