Administrators can invite other people to handle conversations, maintain knowledge, and manage settings.

Send an invitation#

1. Open Contacts → Team members.
2. Select the option to invite a member.
3. Enter the member's email.
4. Select Administrator or Agent.
5. Send the invitation.

If the email is already a member of this workspace, find the existing member in member settings to change their role. Enable a disabled member instead of inviting them again. Sending another invitation or accepting an old one cannot change an existing member's role or restore a deleted member.

Choose a role#

Administrators have every workspace permission. Agent permissions can be configured per person. Support agents usually need conversation and customer access; only members responsible for channels, AI, team settings, or reports need the related additional permissions. Use the least privilege required.

After the invitation#

The member joins the workspace after accepting the invitation. After they join, an administrator can open Permission management, adjust the agent's permissions in the matrix, enter a reason, and save.

The confirmation after sending means the invitation was accepted for processing. The recipient must open the email to confirm. If their email already belongs to another workspace, the invitation page explains why they cannot join; their existing workspace account is unchanged.

If the invitation does not arrive, check the email address, invitation status, and spam folder. Do not solve access issues by sharing an administrator account.