Management
Team and roles
Invite teammates, split them into teams, and understand exactly what each role can do.
Reading time · 4 min read
Under Team you can see everyone in your organization, their status and role. It’s also where you organize a larger group into smaller teams, e.g. sales and support.
Invite a new teammate
- 1
Click Invite
Enter their email address and pick a role: Admin, Agent or Viewer.
- 2
An invite is sent by email
They receive an email with a link to set a password and sign in for the first time.
- 3
Change a role any time
If someone’s responsibilities change, open their row in the team list and pick a new role — the change applies instantly.
Roles explained
Owner
The top role. The only one who can grant or revoke ownership from someone else, and the only one who can perform certain GDPR actions like a full data erasure.
Admin
Full access to every settings tab (Email, Chat widget, Automation, Integrations, Developers, Branding), billing, widget management, knowledge base and reports.
Agent
Works in the inbox, live chat and cases — replies, assigns, tags and resolves. Doesn’t see organization settings or billing.
Viewer
Can view the inbox and cases but can neither reply nor take action — great for managers who want visibility without stepping in.
Only an owner can grant ownership to someone else. When inviting someone, the choices offered are Admin, Agent or Viewer.
Splitting the group into teams
If more than one department handles requests — e.g. sales, support and finance — you can create separate teams. Combine this with routing rules (see "Automation") so invoice questions automatically go to the finance team, and product questions to sales.
Real-time presence and load
The team list shows who’s currently active and how many open cases each person has — useful for quickly seeing who has room to take a new request if you’re not relying on auto-assign.
What happens to an account removed from the team?+
Their past cases and messages stay unchanged in the history — only their sign-in access is removed.
Is there a limit on the number of teammates?+
Seat pricing on the Growth and Business plans is based on the number of active members — see "Subscription and billing" for details.
Can an agent see a case assigned to someone else?+
Yes, the inbox is shared — everyone sees every case unless specific saved views are used, but only the assignee is recorded as responsible for it.