Team & roles
Once more than one person touches the account, roles stop being bureaucracy and start being the thing that prevents someone editing a live agent by accident.
Manage everything at Team. Available roles and seat counts depend on your plan.
The four roles
| Role | Can do | Cannot do |
|---|---|---|
| Owner | Everything, including billing, plan changes and removing anyone. | Nothing. There is one owner, and it is the account. |
| Admin | Build and edit agents, connect integrations, run campaigns, invite and manage members. | Take over ownership. |
| Member | Day-to-day work: read call history, run campaigns, work with agents. | Manage the team or change the account’s shape. |
| Viewer | Read-only. See agents, calls and transcripts. | Change anything at all. |
Lower tiers offer fewer roles and fewer seats — the Viewer role in particular unlocks higher up. If a role is missing from the dropdown, that is a plan limit rather than a bug, and Billing shows what yours includes.
Inviting someone
Send the invite
TeamInvite. Enter their work email and choose the role. Start lower than you think — widening later takes five seconds, and undoing a mistake does not.
They accept
They get an email, create their own login, and land in your account.
Adjust later as needed
Roles can be changed from the member’s row on the team page at any time. Filter by role when the list gets long.
Who should get what
| Person | Role | Why |
|---|---|---|
| The person who owns this project | Owner | Billing and plan decisions sit with them. |
| Whoever builds and tunes agents | Admin | They need to edit instructions and connect integrations. |
| Sales or support staff using it daily | Member | They run campaigns and read transcripts; they do not need to reconfigure integrations. |
| A manager who wants visibility | Viewer | They read call history and quality without any risk of changing a live agent. |
| An external agency or consultant | Admin, temporarily | Then downgrade or remove the moment the engagement ends. |
There is no draft state and no publish step: a saved change applies to the very next call. That is exactly why people who do not need edit rights should not have them. If they need to experiment, have them clone an agent and work on the clone.
Keeping access tidy
- Remove leavers the day they leave. Obvious, universally forgotten.
- Check who authorised your integrations. A connection acts as the person who approved it — if that was someone who has since left, reconnect as a shared operations account before it breaks. See Connecting an app.
- Review roles quarterly. People get promoted into admin for one project and stay there for two years.
- Remember transcripts contain customer data. Anyone with access can read everything callers have said. Grant viewer access on that basis, not on seniority.
Team questions
How many people can I invite?
Your plan sets the seat count. Enterprise is unlimited and adds SSO, SAML and role-based access controls.
Can I restrict someone to one agent or one campaign?
Roles apply to the whole account rather than to individual agents. If you need genuine separation between teams or clients, separate accounts are the cleaner answer — and for agencies, the partner programme is built for exactly that.
Can two people edit the same agent at once?
Technically nothing stops them, and the last save wins. Agree who owns which agent — it is a coordination problem, not a software one.
What happens to a member’s work when I remove them?
Agents, campaigns and call history belong to the account, not the person. Removing someone removes their access and nothing else.