Inviting agents and understanding roles

Go to Settings -> Team to invite your colleagues. Enter their email address, pick a role and send the invitation. They receive a link, create a password and land directly in your workspace.

There are three roles:

• Owner: the person who created the workspace. Full access, including billing and plan changes.
• Admin: everything except ownership transfer. Can manage the team, channels, knowledge base and settings.
• Agent: works tickets, chats and articles, but does not manage billing.

The number of agents you can invite depends on your plan and any agent add-ons you purchased. If the invite button is blocked, you have reached your agent limit; buy an agent pack in Settings -> Billing.

Step by step

1. Open Settings -> Team and click the invite button.
2. Type the e-mail address and choose the role.
3. Send the invitation. The person receives a link, sets a password or signs in with Google, and joins your workspace.
4. Check the team list: a pending invitation stays visible until it is accepted, and you can resend or cancel it.

Good to know

• Owners manage billing and can delete the workspace. Administrators configure channels, automations and the knowledge base. Agents work on tickets.
• The invitation must be accepted with the exact address it was sent to; another address creates a separate empty workspace.
• Removing a person also removes their sign-in, so a former colleague loses access immediately. Their past replies stay on the tickets for the record.
• Your plan sets how many agents are included; you can add more seats as an add-on when the team grows.