Team Management
User Management lets the right people configure agents, respond to customers, review activity, and manage shared settings without giving everyone the same level of access. Use it when onboarding a teammate, changing responsibilities, transferring ownership, or removing access promptly.
Navigation: Open General → User Management.
If the page is not visible, you do not have permission to view workspace users.
Invite or create a teammate
Inviting each person separately creates accountable access and lets their workspace view match the work they actually perform.
- Select Create New User or the invite action.
- Enter the teammate’s full name and email.
- Choose the least-privileged role that matches their work.
- Complete any optional contact details.
- Save the user.
- Send or copy the invitation link if the workspace uses invitations.
Share invitation links privately. If the intended recipient did not receive the email, verify the address and use the resend option when available.
Understand ordinary workspace roles
Roles provide practical starting points for common responsibilities, while specific permissions fine-tune access when needed.
- Admin manages most workspace configuration and teammates.
- Manager operates assigned features with less access to workspace-wide settings.
- Viewer is intended for read-only or limited review work.
Specific permissions can further limit or expand what a role can do. Use the permissions action only when the standard role does not fit, and review access after changes.
Search and filter users
Search by name, email, or phone. Use the role filter to narrow the list. Status badges can indicate an invited or inactive user.
Edit or deactivate a user
Editing keeps access aligned as a teammate’s responsibilities change; deactivation protects the workspace when they no longer need it. Open the user’s action menu to update name, email, role, contact details, or active status. Deactivate access promptly when a person no longer needs the workspace.
Changing a role can remove pages immediately. Ask the user to refresh or sign in again if their navigation still shows old access.
Transfer workspace ownership
The current owner can use Make Owner for an eligible active teammate. Confirm the exact person before proceeding; ownership affects organization-level actions.
Ensure the new owner has accepted their account, understands billing and data responsibilities, and will remain accessible to the organization.
Delete a user
Deletion cannot be undone from the User Management page. Prefer deactivation when you may need the person or their access record later. Before deletion, reassign any operational responsibilities and confirm it will not interrupt monitored customer work.
Troubleshoot team access
Invitation does not work
Confirm the invitation is still current, the email matches the intended recipient, and the user is not already signed in with another account.
A teammate cannot see a feature
Confirm the correct workspace, role, specific permissions, plan availability, and required integrations. Ask them to refresh after an access change.
A user should no longer have access
Deactivate them immediately, then review API keys, connected accounts, and shared credentials according to your security process.