Team and Access

Agents and roles

Agents and roles An agent is a team member who replies to customers. The number of agents drives the price of your plan. Adding an agent 1. Open Settings → Agents. 2. Click to add an agent. 3. Fill in: - Name — how the agent appears to customers and colleagues; - Email — where the invitation goes; - Role — Administrator or Agent. 4. Send the invitation. The agent receives an email with a link, sets a password and signs in. The basic roles Administrator Full access: account settings, inboxes, billing, every conversation, reports and team management. Agent Works on conversations. No access to account settings or billing. If you need finer control — say, access to reports without access to settings — use custom roles. See "Custom roles". Inbox membership The role sets permissions, but an agent only sees conversations in the inboxes they belong to. Add agents to the right inboxes under Settings → Inboxes. Availability Agents switch availability in the profile menu: - Online — receives conversations through auto-assignment; - Busy — working, but no new conversations are assigned; - Offline — unavailable. Removing an agent Remove an agent under Settings → Agents. Their conversations stay in the system but become unassigned — reassign them to someone else. Removing an agent frees up a seat on your plan.

Teams

Teams A team groups agents by function: sales, support, delivery, warehouse. Creating a team 1. Open Settings → Teams. 2. Create a team. 3. Fill in: - Name — for example, "Sales"; - Description — what the team handles; - Auto-assignment — whether conversations should be distributed among members automatically. 4. Add members. 5. Save. How teams are used Assigning a conversation to a team Pick a team instead of an individual agent in the panel on the right. Every member sees it, and with auto-assignment on it is distributed automatically. Routing with rules An automation rule can assign conversations to a team by condition — for instance, everything labelled refund goes to Support. Filtering Conversations → Teams in the sidebar shows requests per team. Reports The team report compares load and response speed between functions. Recommendations - Build teams around real areas of responsibility rather than the formal org chart. - An agent can belong to several teams. - If a team has one person in it, you probably do not need a team — assign directly.

Custom roles

Custom roles Custom roles are for when Administrator and Agent are not enough. They live under Settings → Custom Roles and are available on paid plans. Creating a role 1. Open Settings → Custom Roles. 2. Click to add a role. 3. Enter a name and a description. 4. Tick the permissions. 5. Save. Available permissions - Manage all conversations — access to every conversation in the account; - Manage unassigned conversations and those assigned to them — access to the shared queue plus their own; - Manage participating conversations and those assigned to them — access only to conversations they take part in; - Manage contacts — access to the customer database; - Manage reports — access to analytics; - Manage knowledge base — editing the Help Center. Assigning a role Open Settings → Agents, edit an agent and pick your custom role instead of a standard one. Examples Trainee Manage participating conversations only. No contacts, no reports — they see only what they are part of. Team lead Manage all conversations and reports. No access to account settings or billing. Content editor Knowledge base only — maintains the Help Center and never touches conversations. Recommendations - Grant the minimum that works: widening a role later is easier than dealing with the fallout of too much access. - Try a role on one person before rolling it out to a group.

Security and audit logs

Security and audit logs Two-factor authentication Two-factor authentication (2FA) adds a one-time code from an authenticator app on top of your password. Turning it on 1. Open Profile Settings and find the two-factor authentication section. 2. Click to enable two-factor authentication. 3. Scan the QR code with an app: Google Authenticator, Authy or any TOTP-compatible one. If you cannot scan it, enter the secret key manually. 4. Enter the six-digit code from the app and confirm. Backup codes Once 2FA is on, the platform shows your backup codes. Each works once and exists for the case where you lose access to your authenticator. Save them immediately — they are never shown again. Later you can only regenerate them, which invalidates the old ones. Turning it off Disabling 2FA requires your password and a verification code. Account security settings Settings → Security holds sign-in options that apply to the whole account. Audit logs Settings → Audit Logs keeps a history of what happened in the account: who signed in and when, who created or changed an inbox, automation rule, macro, team or webhook, and who invited or modified a user. Each entry shows the user, the action and the IP address. The log is what you reach for when you need to know who changed a setting, or to investigate an access incident. It is available on paid plans. Recommendations - Turn 2FA on at least for administrators. - Remove agents as soon as they leave — it is both a security measure and a saving on your plan. - Do not share one account between people: audit entries become impossible to attribute. - Treat API access tokens like passwords.

Profile settings

Profile settings Open the profile menu from the avatar in the sidebar and choose Profile Settings. Personal details Name, display name and avatar. Customers see your name in conversations, so fill it in properly. Changing your email 1. Enter the new address in the email field. 2. Save the changes. 3. Confirm the new address from the email you receive. Until you confirm, you still sign in with the old address. If the email does not arrive, check your spam folder. Changing your password The password is changed in the same section, and you will need your current one. Interface language Pick the dashboard language and save. This is personal — every agent has their own. Signature Text appended automatically to your replies. Useful on the email channel. Notifications Configured separately for email and push: - a conversation is assigned to you; - you are mentioned in a note; - a new message arrives in your conversation. Push notifications need browser permission. Access token Your personal API token lives in this section too — see "API and access token". Two-factor authentication Enabled here as well — see "Security and audit logs".