Team & Roles

Under Settings → Team you bring colleagues into your workspace, decide what each of them may do, and group them into teams (like Support or Sales) that show up as their own views in the Inbox. The page has two tabs — Members and Teams — plus an overview card showing member, pending-invite, and team counts.

Note

Only an Admin (or the account owner) can invite people, change roles, remove members, and manage teams. Everyone can see the member list.

Roles: who may do what

Every member has exactly one role in the workspace. When inviting or editing a member you can choose from three roles:

• Admin — full workspace control: settings, billing, team management, and the WhatsApp channel. Can do everything an Agent can, plus manage the workspace itself.
• Agent — the day-to-day working role: replies in the inbox, manages contacts, and runs campaigns. No access to settings, so an Agent can’t change the team, the WhatsApp connection, or billing.
• Viewer — read-only: sees conversations and reports but changes nothing. Ideal for stakeholders who want visibility without the risk of accidental edits.

The person who created the account appears with the fixed role Owner. The owner’s role can’t be changed and the owner can’t be removed from the workspace.

Tip

Give the smallest role that does the job. Most teammates only need Agent — reserve Admin for the one or two people who genuinely manage settings and billing.

Inviting a teammate

Invitations go out by email and are valid for 7 days.

1. Go to Settings → Team, tab Members.
2. Under Invite by email, enter the teammate’s email address.
3. Pick a Role (Admin, Agent, or Viewer).
4. Click Send invite.

Your teammate receives an email with an accept link, creates their login (or signs in), and lands in your workspace with the role you chose. Until then, the invitation sits under Pending invitations, where you can see the role and expiry date — and Revoke it if you change your mind or the email was wrong. Sending a new invite to the same address replaces the old one.

Note

An email address that is already a member of this workspace can’t be invited again — you’ll see a message saying so.

Changing roles and removing members

In the Members table you see every member with their name, email, role, and team memberships.

• Change a role: pick a new role from the dropdown in the member’s row. The change takes effect immediately.
• Remove a member: click Remove in their row and confirm. Their conversations in the inbox become unassigned (so nothing gets lost), and they are taken out of all teams in this workspace. You can’t remove yourself, and the account owner can’t be removed.

Creating and managing teams

Teams group people for conversation assignment. Every team automatically appears as its own view in the Inbox folder rail — assign a conversation to a team and all of its members see it in that view, with a live count.

1. Go to Settings → Team, tab Teams.
2. Under New team, type a name (e.g. Sales, Support) and click Create team.
3. On the team’s card, click teammates under Members to toggle them in or out of the team. Changes save immediately.

You can rename a team any time by editing its name field, and Delete removes it — conversations that were assigned to a deleted team become unassigned, they are not lost. A person can be in several teams at once, and team names must be unique.

How teams and the Inbox work together

Assignment in the inbox is two-level: a chat can be assigned to a team (anyone in the team picks it up) or to a person (their individual queue). A common pattern:

• Route new chats to a team, so the whole group shares the load.
• A team member who starts working a chat reassigns it to themselves, so colleagues see it’s taken.

See Team Inbox for the full triage workflow.

Worked example: an agency onboards two support reps

Miriam runs a small agency and just hired Jonas and Leyla to answer customer chats. Miriam is the account owner.

1. Miriam opens Settings → Team and invites jonas@agency.example and leyla@agency.example, both with the role Agent — they should work the inbox but not touch settings or billing.
2. Both get their invitation emails, accept, and appear in the Members table. The pending invitations disappear.
3. Miriam switches to the Teams tab, creates a team called Support, and clicks Jonas and Leyla under Members to add them.
4. In the Inbox, a new Support view now appears in the folder rail. Miriam assigns all incoming customer-service chats to the Support team; Jonas and Leyla work from that shared view and assign chats to themselves as they pick them up.
5. A month later the agency’s bookkeeper wants to follow customer complaints. Miriam invites her as a Viewer — she can read everything but can’t send or change anything.
6. When a freelancer’s project ends, Miriam clicks Remove in his row. His open conversations return to Unassigned, and Jonas and Leyla redistribute them in minutes.

Frequently asked

Does an invited teammate need their own WhatsApp? No. Everyone works through the workspace’s shared WhatsApp number — teammates only need the email invitation and a browser.

Can one person have different roles in different workspaces? Yes. Roles are set per workspace, so someone can be an Admin in one workspace and a Viewer in another.

What do invited teammates pay? Nothing — seats are part of your workspace plan. See Plans.