Invite your team

Your team members are the staff who work inside the workspace. Each one is invited by email and joins with a role that sets what they can see and do.

Send an invite

From Settings, open the members area and invite a teammate by email. Choose their role at the time of invite (you can change it later). They receive an email with a link to accept; when they sign in, their staff profile is linked to their login automatically.

A person who was already a guest customer (for example, someone who submitted a public feedback post before joining) is matched by email, so there are never two records for the same person.

Roles on invite

Pick the role that matches what the person will do:

• Owner and Admin can configure everything.
• Agent works conversations, live chats, and the customer-facing surfaces.
• Viewer can read but not change.

See Roles and permissions for the full breakdown.

Live-chat eligibility and routing tags

Answering live chat is opt-in per member. In a member's settings you can:

• Mark them live eligible so the queue can route real-time chats to them.
• Set a per-member concurrency limit (how many live chats at once), which overrides the team and org defaults.
• Add skills and languages so skill-based and language-based routing only sends a chat to someone who can handle it.

Teams

Members can be grouped into teams (for example, Billing or Technical). Teams carry their own live-chat settings, business hours, and routing strategy, and conversations can be assigned to a team as well as to an individual. Read Teams and routing for how this drives the live queue.