Manage team roles and location access

Every person should use their own account. Users and invitations do not add a charge. A person can have more than one role, while location access limits their Chat work.

Invite a user

1. Select Invite user.
2. In Invitation email, enter the exact address the person will verify and use to sign in. Do not send the invitation to a shared account or a similar but different address.
3. Choose Invitation language for the delivery message. It controls this invitation email only, not the recipient’s eventual portal language or customer-facing business language.
4. Assign at least one role and appropriate location access.
5. Select Send invitation.

An invitation expires after seven days, can be used once, and works only when the recipient signs in with the exact verified email address. If the email cannot be sent, the Administrator receives a copyable one-time link to share with the intended recipient through a trusted channel.

Roles and location access

Control	Access granted
Roles	Choose Administrator, Chat, or both. Administrator grants access to all business settings, conversations, Team, and Billing. Chat grants Inbox access for assigned locations without access to business settings.
All current and future locations	Automatically gives Chat access to locations added later. Use it only for people whose responsibility covers the entire business. It does not limit an Administrator’s access.
Selected locations	Gives Chat access only to the locations you select. New locations are not added automatically. Review the list whenever responsibilities change.

A member can hold Administrator, Chat, or both. Removing Chat while retaining Administrator does not remove Administrator conversation visibility.

Edit a member

Member name is shown to teammates and in the conversation workspace. Use the person’s recognizable working name. It does not change their verified sign-in email, which remains read-only. Select Save access after changing a name, role, or location. New access takes effect immediately; who handled earlier conversations and the messages in them stay unchanged.

Suspend, activate, or remove

• Suspend blocks access while keeping the person’s roles and history.
• Activate restores a suspended membership with its current roles and location access.
• Remove revokes access; the person’s name remains on past conversations.

Customer Help prevents suspending or removing the last active Administrator, or removing that person’s Administrator role. Add and verify another Administrator first. When possible, reassign active conversations before suspending or removing an agent.

Pending invitations

Resend sends another email for an invitation that is still valid. Revoke prevents the invitation from being used. Check the displayed expiration in your time zone. If delivery is uncertain, confirm the recipient address and avoid sending repeated invitations or multiple links.

Permissions, billing, localization, and visibility

Only Administrators manage the team. Team users do not change the subscription price. Invitation language is chosen per invitation; recipients can later choose their own portal language and time zone. Team member details are private and never become public directory contacts automatically.

Troubleshooting

• Invite cannot be accepted: verify it is unexpired, unrevoked, unused, and the signed-in verified email matches exactly.
• Member cannot see Inbox: assign Chat plus at least one location or All locations, and confirm that Chat is enabled there.
• Cannot remove an Administrator: add and verify another active Administrator first.
• Email did not send: use the displayed copyable link only when the portal explicitly says email is unavailable.