Tasks, Workforce & User Permissions

Account: VITAG (Vitagen Labs)
Documented: June 29, 2026

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Overview

This document ties together three related systems that govern how work gets done inside UltraCart and who can do it:

• Tasks — a simple shared to-do system for order follow-up actions (no CRM add-on required)

• Order Task Generation — automated rules that create tasks when specific order events occur (AR, fraud review, failed subscription billing)

• CRM Workforce — the supervisor console that adds team monitoring, activity history, and AI agent management (requires the CRM add-on)

• User Permissions & Roles — how to configure UltraCart user accounts so each person can only access what their role requires

For a DTC supplement brand like Vitagen Labs, the practical workflow is: automated task rules flag orders that need attention → the right team member gets assigned → they resolve it → supervisor (or owner) monitors performance. User permissions keep each person focused on their lane.

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Part 1: Tasks

Navigation: Left sidebar → Tasks (the task icon)

Reference: Tasks

Tasks is a lightweight built-in to-do system. It creates action items assigned to specific users or user groups for orders that need follow-up. Tasks do not require the CRM add-on.

What Tasks Cover

Tasks are structured around three order contexts:

Context	When It Applies
Accounts Receivable	Orders in the AR queue requiring collection or follow-up
Order Processing	Orders needing manual processing attention
Fraud Review	Orders flagged for fraud that need human review

The Tasks Overview Page

Access via the task icon in the main left nav. The overview shows all tasks across the account:

• Checkboxes on the left select individual tasks for batch actions

• Top checkbox selects all visible tasks

• Batch Edit button — opens a dialog to change assignment, priority, status, due date, or expiration date for all selected tasks at once

• Mark Complete button — marks all selected tasks done without opening each one

Filters

The Tasks overview has four filter controls:

Filter	Options
Context	Accounts Receivable, Order Processing, Fraud Review, or All
Status	Open, Completed, All
Users	Filter to tasks assigned to specific user(s)
Records	Filter to tasks attached to specific order records

Manually Adding a Task

A Tasks button (small task icon) appears in the top-right corner of relevant pages across UltraCart — on order detail pages, customer records, and similar. Use it to create a task tied to that specific record:

1. Navigate to an order or customer record

2. Click the Tasks button in the top-right area

3. Click Add task

4. Fill in the Task Editor:

   • Summary — description of what needs to be done

   • Assign to — specific user(s) or a user group

   • Priority — Low / Normal / High

   • Due Date — when the task should be completed

   • Expiration Date — when the task becomes irrelevant if not completed

   • Tags — optional labels for filtering

5. Save

After saving, the Tasks button on that record updates to show an open task count, making it easy for anyone viewing the order to see pending work.

Completing a Task

Click the active task badge on any record → opens the Task Editor → click Mark as Complete. A checkmark appears confirming completion.

Task Notifications (Email Summaries)

Users can receive a daily email summarizing their task workload. Configure per user in:

Configuration → Account → Users → [select user] → Email Notifications

| Notification Type | What It Sends |

Rule	Enabled	Assign To	Priority	Due Days
Accounts Receivable	✅ Yes	Owner / Bookkeeper	Normal	2
CC Update: Account Closed / Call Customer	✅ Yes	Customer Service	High	1
Auto Order Cancelled (Repetitive Declines)	✅ Yes	Customer Service	High	1
Fraud Review	✅ Yes	Owner	High	1

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Part 3: CRM Workforce

Navigation: CRM → Workforce (left sidebar)

Reference: Workforce

⚠️ Add-on required: Workforce is part of the CRM module suite and requires activation. Contact UltraCart support (support@ultracart.com · 1-209-383-9870) to enable CRM, Conversations, and Workforce.

What Workforce Is

Workforce is the supervisor and operations console for all agents handling customer contact — both human agents (phone and chat) and AI Agents (webchat, SMS, voice, tickets). It brings live monitoring, activity history, daily performance rollups, and shared configuration into one place in the CRM.

Workforce does not replace the tools agents use day-to-day:

• Calls — where agents use the softphone and work call queues

• Conversations — where agents handle webchat and SMS threads

• Workforce — where supervisors look across the whole team and configure shared settings

Who Can See Workforce

Workforce only appears in the left navigation for users with at least one of these permissions:

Permission	What Workforce Pages Are Visible
Calls Admin (pbx_admin)	Dashboard, Timeline, Daily Summary, Settings → Status & Timezone

| Channel | Built-in Statuses |

Routing Effect	Behavior
Available	Agent is eligible to receive new calls and chats
Busy	Agent keeps existing work but doesn't receive new assignments
Unavailable	Agent is removed from routing entirely

Custom Statuses

Add custom statuses for more granular reporting without changing routing behavior. Each custom status requires:

Setting	Options
Channel	PBX, Chat, or Both
Parent Status	Which built-in status it inherits routing effect from
Color	From the curated palette (appears in Dashboard and Timeline)
Icon	Material icon from the curated palette
Sort Order	Position in the agent's status picker

Default Timezone

Set this to VITAG's primary operating timezone. Used for:

• Daily Summary rollup boundaries

• Timeline time-of-day labels

• Dashboard heatmap date filters

Individual agents can override with their own timezone if the team spans multiple time zones.

AI Budgets

Daily and monthly caps on token spend across all AI Agents collectively. Once a cap is reached, AI Agents stop picking up new conversations until the cap resets or is raised.

Set in: CRM → Workforce → Settings → AI Budgets

(See the AI Agents guide for token pricing and starting budget recommendations.)

AI Capabilities

Account-wide controls for what actions all AI Agents can perform. Set in: CRM → Workforce → Settings → AI Capabilities

(See the AI Agents guide for recommended capability settings for VITAG.)

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Part 5: User Permissions & Roles

Navigation: Configuration → Account → Users

UltraCart's permission system allows granular control over what each user can see and do. Permissions are set per user on their individual user account record.

Two Approaches: Individual Permissions vs. User Groups

Approach	When to Use	Setup Complexity
Individual Permissions	1–6 staff members; clear distinct roles	Low — set once per person
User Groups	7+ staff; multiple people in the same role	Medium — create groups first, then assign

Small & Medium Merchants: Use Individual Permissions

For a "mom and pop" or growing small business with fewer than 6–7 team members, skip user groups entirely. Set permissions directly on each user account. The overhead of creating and managing groups isn't worth it when you can configure each person individually in a few minutes.

You won't need to revisit permissions often — most staff have stable roles. When someone's role changes, update their account. Groups become valuable when you regularly have turnover in the same role (e.g., seasonal CS staff) or when you have 4+ people doing the same job and don't want to update each one individually.

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Part 6: Permission Recommendations by Role

The following configurations are starting points. Review and adjust based on trust level, tenure, and actual job duties.

Navigation to set permissions: Configuration → Account → Users → [select or add user] → Permissions tab

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Role 1: Owner / Account Administrator

Profile: The founder or managing owner of Vitagen Labs. Responsible for everything.

Permission setting: Full access — no restrictions.

All UltraCart permission areas should be enabled at their highest level. Do not restrict the owner account. If you need to audit activity, UltraCart keeps logs — don't solve auditability by restricting access.

Email notifications: Enable Daily Organization Summary to see all tasks due each day.

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Role 2: Customer Service Representative

Profile: Handles inbound customer questions via email, chat, phone. Manages order status inquiries, subscription changes, refunds, and returns. Does not set strategy, configure the store, or access financial data.

Permission recommendations (no user groups):

Area	Permission Level	Notes
Orders — View	✅ Full	Must see all orders to help customers
Orders — Edit	✅ Yes	Edit shipping address, order notes, etc.
Orders — Refund/Return	⚠️ Limited or No	Grant only if you trust this person with refunds; many small merchants keep refunds owner-only
Auto Orders (Subscriptions) — View	✅ Full	Must see subscription details
Auto Orders — Edit	✅ Yes	Pause, skip, cancel, update billing as part of retention workflow
Customers — View	✅ Full	Lookup customer records
Customers — Edit	✅ Yes	Update email, phone, address

Area	Permission Level	Notes
Orders — View	✅ Full	Must see all order details for processing
Orders — Edit	✅ Yes	Update ship method, tracking numbers, item substitutions
Orders — Approve	✅ Yes	Approve held or manually reviewed orders
Orders — Refund	❌ No	Fulfillment should not process refunds
Auto Orders — View	✅ Yes	Check if an order is a subscription rebill
Auto Orders — Edit	❌ No	Subscription changes are CS's job
Customers — View	✅ Yes	Basic lookup for delivery issues

Area	Permission Level	Notes
Orders — View	✅ Read only	Must see order records for reconciliation
Orders — Edit/Refund	❌ No	Read-only throughout
Auto Orders — View	✅ Read only	For MRR and subscription revenue figures
Auto Orders — Edit	❌ No
Customers — View	⚠️ Minimal	Only if needed for specific reconciliation; otherwise No
Items — View	⚠️ Optional	For product revenue breakdown

Area	Permission Level	Notes
StoreFronts — Full	✅ Yes	Visual Builder, email campaigns, Privacy & Tracking, content library
Items — View	✅ Yes	Read product names, descriptions, pricing for SEO/ad copy
Items — Edit	⚠️ Limited	Only if they write product descriptions and SEO metadata; deny pricing changes
Coupons	✅ Full	Create and manage promotional coupons
Affiliates	✅ Yes	If running affiliate marketing programs
Orders — View	⚠️ Aggregate only	Allow access to summary reports but not individual order records with PII
Auto Orders — View	⚠️ Reports only	Subscription metrics for marketing decisions

Permission	Grant To
SMS/Web Chat User	Customer service reps handling chats
SMS/Web Chat Administrator	CS manager; grants Workforce Dashboard/Timeline/Daily Summary access

Capability	Supervisor	Admin
Answer calls	✅	✅
View team call history	✅ (shared-queue only)	✅ (all agents)
Barge/coach active calls	✅	✅
Approve call restrictions overrides	✅	✅
Configure queues, IVR, phone numbers	❌	✅
View call cost data	❌	✅
Manage all voicemail mailboxes	❌	✅
Configure AI voice agents	❌	✅

AI Agents Permission

Grant to whoever configures and maintains the AI Agent(s). This can be a separate permission from Calls. A user with only this permission sees Workforce → AI Agents and Workforce Settings → AI Budgets and AI Capabilities.

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Part 8: Starting Permission Configuration Sequence

For a new VITAG account with a small team (owner + 2–3 staff), follow this sequence:

Step 1: Create user accounts

Navigation: Configuration → Account → Users → Add User

Create accounts for each team member. Each user needs:

• First name, last name

• Email address (used for login and task email notifications)

• Password (they should change on first login)

• Role assigned per the tables above

Step 2: Configure permissions by role

Apply the recommended permissions from Part 6 to each user. Start restrictive and add permissions as needed — it's much easier to grant access than to investigate what happened after an over-permissioned user makes a mistake.

Step 3: Set up task email notifications

For each user:

• Customer Service + Operations: Enable Daily Personal Summary

• Owner: Enable Daily Organization Summary

Step 4: Configure Order Task Generation rules

Navigation: Configuration → Order Management → Order Task Generation

Enable and configure all four rules (AR, CC Update, Cancelled Subscription, Fraud Review) per the recommendations in Part 2. Assign to the appropriate users.

Step 5: (When CRM is enabled) Assign CRM permissions

After CRM/Conversations/Workforce modules are activated, add the CRM-specific permissions to existing users. Customer service reps get chat access and pbx_user. The owner gets pbx_admin. The CS manager gets pbx_supervisor.

Step 6: (When CRM is enabled) Configure Workforce Settings

• Status & Timezone: Add custom statuses (Lunch, Training, Admin Work, Meeting)

• Default Timezone: Set to VITAG's operating timezone

• AI Budgets: Set starting caps ($10/day, $200/month)

• AI Capabilities: Enable all recommended capabilities (see 13-ai-agents-chat-sms.md)

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Part 9: Scaling to User Groups (Medium & Larger Merchants)

When VITAG grows beyond 6–7 staff members, or when you regularly add/replace people in the same role, switch to User Groups:

Navigation: Configuration → Account → User Groups → Add Group

Create one group per role:

• "Customer Service"

• "Operations / Fulfillment"

• "Marketing"

• "Finance"

Configure permissions at the group level once. Add users to the appropriate group. When a new CS rep starts, add them to the "Customer Service" group — they inherit all CS permissions automatically without needing to configure each checkbox individually.

When to make the switch: when you find yourself setting up a third person in the same role with the same permissions, that's the sign to create a group.

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Part 10: http://Salesforce.com Integration (For Merchants Already on Salesforce)

Reference: Configuring Salesforce.com Workflow Rules

If VITAG is using http://Salesforce.com as a CRM (separate from UltraCart's built-in CRM), UltraCart can bidirectionally sync with Salesforce. The integration allows Salesforce workflow rules to trigger when UltraCart events occur (e.g., a new order creates a Salesforce contact), and Salesforce changes to push back to UltraCart.

This is not relevant for most new DTC merchants. UltraCart's built-in CRM (Conversations, AI Agents, Tasks, Calls) handles all customer management natively. VITAG does not need Salesforce to operate.

Consider Salesforce integration only if:

• VITAG already has an active Salesforce organization with existing data

• Sales reps use Salesforce for lead management separate from the storefront

• A Salesforce admin is already on the team

If VITAG reaches that scale, the integration guide is at: Salesforce.com Integration Guide

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Permission Configuration Checklist

Initial Setup (all merchants)

• [ ] Create user account for each team member

• [ ] Assign permissions per role (see Part 6 tables above)

• [ ] Enable Daily Personal Summary for CS and operations users

• [ ] Enable Daily Organization Summary for owner

• [ ] Enable and configure all 4 Order Task Generation rules (Configuration → Order Management → Order Task Generation)

• [ ] Test: Place a test order, manually move it to AR status, verify task appears and is assigned correctly

When CRM Is Activated

• [ ] Assign SMS/Web Chat User or Administrator permission to CS staff

• [ ] Assign pbx_user to CS reps who will answer phone calls

• [ ] Assign pbx_supervisor to CS team lead (if applicable)

• [ ] Assign pbx_admin to owner or operations manager

• [ ] Assign AI Agents permission to whoever maintains the AI Agent

• [ ] Configure Workforce Settings → Status & Timezone (custom statuses + default timezone)

• [ ] Configure Workforce Settings → AI Budgets

• [ ] Configure Workforce Settings → AI Capabilities

• [ ] Test: Log in as a CS rep user and verify they cannot see Configuration, StoreFronts settings, or financial reports

Ongoing

• [ ] Review user permissions when someone's role changes

• [ ] Review Order Task Generation assignments when team structure changes

• [ ] Consider switching to User Groups when the third person with identical permissions is added

• [ ] Audit open task queue in Operations → Tasks monthly to catch overdue/expired tasks

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Key URLs & References

Resource	Path / URL
Tasks Overview	Left sidebar → Tasks icon
Order Task Generation	Configuration → Order Management → Order Task Generation
User Management	Configuration → Account → Users
User Groups	Configuration → Account → User Groups
CRM Workforce	CRM → Workforce
Workforce Settings	CRM → Workforce → Settings
UltraCart Docs: Tasks	Tasks
UltraCart Docs: Order Task Generation	Order Task Generation
UltraCart Docs: Workforce	Workforce
UltraCart Docs: Workforce Settings	Workforce Settings
UltraCart Docs: CRM Calls Permissions & Roles	Permissions and roles
UltraCart Docs: Salesforce Integration	Salesforce.com Integration Guide
UltraCart Support	support@ultracart.com · 1-209-383-9870