Invite your team and set roles

Roles decide two separate things: what somebody can see, and what somebody can change. Get them right before the first busy week rather than during it.

Roles

• Owner — everything, including billing and closing the account. Keep this to one or two people.
• Manager — everything except billing. Can publish saved views to the team, edit workflows and see every conversation.
• Agent — their own conversations and contacts, plus anything shared with them. Cannot publish a saved view to the desk or edit automations.

Steps

1. Open Settings → Team. Under Invite a teammate, type the email address and select a role.
2. The invitation expires after seven days. Resend from the same screen if somebody misses it.
3. Set the agent's working hours and languages, which is what area-based and language-based assignment reads.

A note on leavers

Deactivate rather than delete. Deleting an agent removes them from the team but their conversations and the history attached to them stay — deactivating makes that obvious rather than surprising.