# Team Management

Invite team members to your account and control exactly what they can see and do. Whether you have a support agent who only needs access to chats or a marketing manager who runs campaigns, you can set up the right level of access for each person.

# Accessing Team Management

You can access team management in two ways:

• Dedicated Team page - Click Team in the main sidebar navigation for full-screen access.
• Settings > Team - Open Settings and select the Team section from the left navigation menu.

Both views give you the same functionality. The Team page has two tabs: Members and Invites.

• Members - View and manage all active team members, their roles, and permissions.
• Invites - View pending invitations, resend or cancel them.

# How It Works

Team management lets you:

• Invite people to join your account via email
• Assign roles (Admin, Editor, or Viewer) to set a baseline level of access
• Customize permissions per person with granular per-area overrides
• Suspend or remove team members at any time
• Team members switch into your account using token-based account switching, then switch back to their own

Each team member logs in with their own account. When they switch into your account, they see your dashboard, campaigns, contacts, and chats - but only the parts you have given them access to.

# Roles

Every team member is assigned one of three roles. The role sets their default permissions across the platform.

# Permission Areas

The platform controls access across 11 areas of the platform. Each area can be set to one of four levels:

# Areas and What They Cover

# Default Permissions by Role

Here is what each role gets by default:

# Customizing Permissions (Overrides)

Sometimes the default role does not fit exactly. For example, you might want an Editor who can also view analytics in full, or an Admin who should not have access to billing.

Permission overrides let you adjust individual areas for a specific team member without changing their role. These are granular, per-area permissions that take priority over the role’s defaults.

How to set overrides:

1. Go to the Team page (or Settings > Team).
2. Open the Members tab.
3. Click Edit on the team member you want to customize.
4. You will see a list of all 11 permission areas with their current level.
5. Change any area to a different level (None, View, Edit, or Full).
6. Click Save.

Overrides take priority over the role’s default. If you set an override, that area uses the override level instead of the role’s default.

Example: You have a support agent with the Editor role. By default, Editors cannot see Analytics. You add an override to give them “View” access to Analytics so they can monitor response times.

# Inviting Team Members

# Sending an Invite

1. Go to the Team page (or Settings > Team).
2. Open the Invites tab (or click Add Team Member / Invite).
3. Enter the person’s email address.
4. Choose a role (Admin, Editor, or Viewer).
5. Optionally, set permission overrides right away.
6. Click Send Invite.

# What Happens Next

• The person receives an email invitation with a link to accept.
• If they do not already have an account, one is created for them automatically with a temporary password included in the email.
• The invitation is valid for 7 days. After that, it expires and you will need to resend it.
• You can see all pending invitations in the Invites tab on the Team page.

# Managing Invitations

From the Invites tab, you can:

• Resend an invitation if the person did not receive it or the link expired.
• Cancel a pending invitation if you no longer want to add that person.

# Accepting an Invite

When a team member receives an invitation email:

1. They click the Accept link in the email.
2. If they are new to the platform, they log in with the temporary password from the email and set a new password.
3. If they already have an account, they log in with their existing credentials.
4. Once accepted, they can switch into your account from their dashboard.

Team members can also decline an invitation if they do not want to join.

# Switching Between Accounts (Team Mode)

Team members do not work inside your account all the time. They have their own account and switch into yours when they need to. This uses token-based account switching for secure, seamless transitions.

# How Team Mode Works

1. The team member logs into their own account.
2. From their dashboard, they see a list of accounts they have been invited to.
3. They select your account to switch into team mode.
4. Your dashboard loads with the permissions you have assigned to them. Areas they do not have access to are hidden.
5. A team mode banner at the top of the screen reminds them they are working in your account and shows whose account they are viewing.
6. When they are done, they click Return to My Account to switch back.

# What Team Members Can See

• They only see the areas you have given them permission to access.
• Hidden areas (set to “None”) do not appear in the navigation at all.
• “View” areas appear but all editing controls are disabled.
• The credit balance and billing details are only visible if you have granted Billing access.

# Suspending a Team Member

If you need to temporarily block someone’s access without removing them entirely:

1. Go to the Team page (or Settings > Team).
2. Open the Members tab.
3. Find the team member and click Suspend.
4. Their status changes to Suspended.

A suspended member:

• Cannot switch into your account.
• Keeps their role and permission settings.
• Can be reactivated at any time by clicking Activate on their entry.

This is useful when someone is on leave or when you need to revoke access temporarily while investigating an issue.

# Removing a Team Member

To permanently remove someone from your team:

1. Go to the Team page (or Settings > Team).
2. Open the Members tab.
3. Find the team member and click Remove.
4. Confirm the removal.

Once removed:

• They can no longer switch into your account.
• Their own account is not affected - they keep their personal data.
• If you want to add them back later, you will need to send a new invitation.

# Best Practices

• Start with roles, then customize. Assign a role first, then add overrides only where needed. This keeps things manageable.
• Use Viewer for stakeholders. If someone just needs to monitor progress (a client, a manager), give them Viewer access. They can see everything without accidentally changing anything.
• Limit Team Management access. Only account owners and trusted Admins should be able to invite or remove team members.
• Suspend instead of remove when the situation is temporary. Suspending preserves their role and permissions for when they come back.
• Review permissions regularly. As roles change within your organization, update the platform’s permissions to match.

# FAQ

Can a team member belong to multiple accounts? Yes. A person can be invited to multiple accounts. They switch between them from their own dashboard.

Can team members see each other? Only if they have “Team Management” permission set to View or higher. Otherwise, they do not see the team list.

What happens if an invite expires? You can resend the invitation from the Invites tab on the Team page. The new invite is valid for another 7 days.

Do team members use my credits? When a team member works inside your account (in team mode), any actions that consume credits are charged to your account.

Can I change someone’s role after they join? Yes. Go to the Team page, open the Members tab, click Edit on their entry, and change their role or permissions at any time.