Manage the team in Settings → Team.
- Owners manage the team, plan and billing, settings, API keys and integrations. Agents answer conversations.
- Invite people by email; the invitation link works once. Confirm your own email address before inviting.
- Taking someone off the team signs them out everywhere and puts their open conversations back to everyone.
Outsourced agents
Working with an agency or support outsourcer? Invite their people as outsourced agents. You choose which websites they can answer for, until when their access lasts, and whether customers' email addresses and phone numbers are hidden from them. They only see the inbox and what's needed to answer — not settings, reports or other websites.
Handing the workspace over
Leaving, or someone else should run it? Settings → Security → Hand over the workspace makes a teammate an owner and you an agent, in one step. They need to have joined and confirmed their email; you confirm with your password or a two-step code.
Leaving
Settings → Account → Leave this workspace closes your own account: your name and email are removed, and what you wrote stays in the conversations as "Former teammate". The only owner can't leave — hand over or delete the workspace instead.
Custom roles
On the Plus plan and above, owners can create roles in Settings → Team → Roles and permissions. A role lets an agent manage whole parts of the workspace, as well as answering conversations:
- Websites and widget
- AI Agent and knowledge
- Automation
- Channels
- Contacts and data requests
- Reports
- Status, booking and ideas pages
- Plugins
Give someone a role from the same card. Changes apply at once. Billing and the plan, API keys, the audit log, single sign-on, the team and ownership, and deleting or exporting the workspace always stay with owners. Outsourced agents can't have a role.
Good practice
Keep at least two owners so the workspace is never locked. Give each person the lowest access that lets them do their job, and use roles for the rest. Review who has access every few months in the audit log. Agents choose their own status and notifications: see notifications and your status.