Roles and Permissions

Outreach uses the same four platform roles as the rest of the NeonNow Admin app — Org Admin, Admin, Campaigner and Operations — assigned per organisation membership.

Role definitions live at the platform level

The canonical definition of each role, the role hierarchy, invite rules and last-Org-Admin protections are documented once, in the platform docs: NeonNow Roles and Permissions. This page only describes what each role can do within Outreach.

Which roles can use Outreach

Outreach is gated by role. Campaigner is the role dedicated to Outreach, while Org Admin and Admin also have access; Operations does not.

Role	Sees Outreach?	Summary within Outreach
Org Admin	Yes	Full access, including requesting access, configuring channels, and choosing the SMS sender strategy
Admin	Yes	Sits below Org Admin. Manage campaigns and Campaigner users; cannot configure channels, sender settings, or organisation settings
Campaigner	Yes	Create, run and monitor campaigns
Operations	No	Outreach is not visible in the sidebar

Org Admin (within Outreach)

Org Admins configure and own Outreach for the organisation:

• Request and cancel Outreach access for the organisation
• Configure SMS: set Twilio Account SID, Auth Token, and Messaging Service SID
• Manage SMS senders: choose the sender strategy (Sender Pool or Sender Selection) and curate the senders available to campaigners
• Configure Email: set SendGrid API Key
• Manage domains: add, verify, and remove sending domains
• Manage senders: add, verify, and remove sender email addresses
• Create, edit, run, stop, and delete campaigns
• Monitor campaigns: view message statuses, retry failures, export data

Admin (within Outreach)

Admins run the day-to-day Outreach programme — campaigns and Campaigner users — but can't change the underlying channel configuration:

• Create, edit, run, stop, and delete campaigns
• Upload contacts and map contact file fields
• Build templates using Design or Code editors
• Monitor campaigns: view message statuses, retry failures, export data
• Send test emails
• Manage Campaigner users within Outreach

Admins cannot configure Outreach channels (Twilio or SendGrid credentials), change the SMS sender strategy or available sender list, manage domains or email senders, or request/cancel Outreach access. Sender settings are Org Admin only.

Campaigner (within Outreach)

Campaigners run campaigns:

• Create, edit, run, stop, and delete campaigns
• Upload contacts and map contact file fields
• Build templates using Design or Code editors
• Monitor campaigns: view message statuses, retry failures, export data
• Send test emails

Campaigners cannot access Outreach Settings (API keys, SMS senders, domains, email senders) or request/cancel Outreach access. Under Sender Selection they choose a sender for a campaign, but only from the list an Org Admin has approved.

What Campaigners See Before Outreach Is Enabled

If Outreach is not yet active for the organisation, Campaigners see a landing page with a message to contact their Org Admin. They cannot request access themselves.

Operations (within Outreach)

The Operations role is for CX (contact centre) workflows. Outreach is not visible in the sidebar for Operations users, and they have no access to Outreach pages, campaigns, or settings.

Outreach Capability Summary

Capability	Org Admin	Admin	Campaigner	Operations
See Outreach in sidebar	Yes	Yes	Yes	No
Request / cancel Outreach access	Yes	No	No	No
Configure SMS (Twilio)	Yes	No	No	No
Manage SMS senders and sender strategy	Yes	No	No	No
Configure Email (SendGrid)	Yes	No	No	No
Manage domains and email senders	Yes	No	No	No
Manage Campaigner users in Outreach	Yes	Yes	No	No
Create campaigns	Yes	Yes	Yes	No
Edit campaigns	Yes	Yes	Yes	No
Schedule campaigns (Manual / Repeat)	Yes	Yes	Yes	No
Create, start, and duplicate runs	Yes	Yes	Yes	No
Stop / cancel runs	Yes	Yes	Yes	No
Delete campaigns and runs	Yes	Yes	Yes	No
Monitor and retry messages	Yes	Yes	Yes	No
Export campaign data	Yes	Yes	Yes	No
Send test emails	Yes	Yes	Yes	No

Managing users and organisation settings

Inviting users, assigning roles and changing organisation-level settings are platform features, not Outreach features. See User Management and Organisation Settings in the platform docs.

Related Guidance

• NeonNow Roles and Permissions. Canonical role definitions and rules
• Getting Started. Setup overview for each role
• Settings. What Org Admins need to configure
• Campaigns Overview. Campaign lifecycle and actions