Many companies hand some of their support to an agency. Outsourced agents let that agency help without seeing your whole workspace.
Invite an outsourced agent
- Go to Settings → Team and invite the person by email.
- Mark them as outsourced.
- Choose which websites they can answer for.
- Set until when their access lasts.
- Choose whether email addresses and phone numbers are hidden from them.
- Send the invitation.
Only owners can invite people. The invitation link works once.
What outsourced agents can do
They can answer conversations on the websites you chose. They see only the inbox and what they need to answer.
What they cannot do
They do not see settings, reports, billing, other websites or other people's details beyond what you allow. They cannot be given a custom role, so there is no way to widen their access by accident.
Ending access
Access ends on the date you set. To end it sooner, take them off the team: they are signed out everywhere and their open conversations go back to everyone.
Good practice
- Give each agency person their own account, never a shared one.
- Set an end date that matches the contract, then renew it deliberately.
- Hide contact details unless the agency really needs them.
- Check the audit log from time to time.
Read the team guide for owners, agents and invitations, and assigning conversations for how work is shared.
Common questions
Can the agency see our other websites? No. Their access is limited to the websites you choose when you invite them.
What happens when the end date arrives? Their access stops. Conversations they handled stay in the inbox.
Can I extend access? Change the end date for the person, ideally only after the contract is renewed.