Team settings determine who can view customers, handle conversations, change AI configuration, and access reports.

Invite a member#

Open Settings > Team members, enter the member's email address, and select Administrator or Agent. The invited member follows the page instructions to join before accessing the workspace.

Administrators can invite either administrators or agents. Invite agents is a separate sensitive permission: a regular agent who receives it can see the invitation action and invite regular agents, but cannot create an administrator.

For members with team-management access, the member list shows each person's most recent successful Web or App sign-in and most recent workspace use, helping identify accounts that have been inactive for a long time. Members who have never signed in or used the workspace show the corresponding empty state, while pending invitations show an em dash. The regular member directory does not expose these activity times.

Roles and permissions#

• Administrators always have every workspace permission. Their permissions are fixed and cannot be changed in the matrix.
• Agents receive individual permissions based on their responsibilities. A separate manager role is not required.

Open Permission management to view permissions as rows and members as columns. Apply a preset to an individual agent, or use a module-level selector to grant or clear a group of permissions. Filters change only the view and never change grants implicitly. When changes are pending, the summary, reason field, and save action appear in the existing right side of the dialog header without adding a footer or covering, moving, or resizing the matrix. Enter a reason and save the changes together.

All permissions covers every delegable tenant feature, including Yuna, Automations, AI Agents, Improvement suggestions, Skills, Knowledge, Agent testing, Reception settings, and advanced settings such as General, Branding, Billing, Security, and Webhooks. Identity-level or irreversible capabilities—creating administrators, granting Manage agent permissions, connecting Yuna to a phone, and deleting the workspace—remain administrator-only. Follow least privilege: service agents usually need conversation and customer access, while channel, AI, reporting, or team-management permissions should go only to members who need them.

Manage agent permissions is sensitive. Only an administrator can grant or revoke it. An agent who has it may manage permissions for other regular agents, but cannot change an administrator, change their own permissions, or grant this permission to someone else. They may delegate only permissions they already hold, so permission management cannot expand their own authority.

Maintain shared resources#

• Quick replies: Shared answers that agents can insert in the composer.
• Labels: A consistent customer classification system for the whole team.
• Brand and language: Workspace and customer-facing identity settings.
• Notifications: Personal reminder preferences based on each member's responsibilities.

Security recommendations#

Review permissions when responsibilities change. Disable or remove access promptly when a member leaves, inspect login records, and never share one account between multiple people.