Set Up Your Team
Invite agents, assign roles, and configure routing.
1. Invite your team
Go to Members and click Invite Member in the last row of the table. Enter the email address and select a role:
- Administrator: can change settings and invite members
- Member: can reply to conversations but cannot change settings
The invite email is valid for 7 days. Pending invites show a yellow Pending badge in the table.
2. Set a default assignee
Go to Settings > Workspace > Assignment and select a default assignee. All new unassigned conversations will be routed to this person automatically.
Leave it blank if you prefer manual routing or round-robin assignment.
3. Configure self-assign on reply
In the same Assignment settings, choose how unassigned conversations behave when an agent replies:
- Keep Unassigned: the conversation stays unassigned after you reply
- Assign to me: the conversation is assigned to you when you reply
4. Set work hours
Set your team's timezone, active work days, and from/to hours. Outside these hours, customers see your offline message and conversations are queued.
5. Verify roles in the Members table
Go to Members and check the Role column for each member. Click any role label to change it inline. The Owner role cannot be changed from this screen.
6. Check the Logs tab
Click the Logs tab in Members to see an audit trail of all team actions: invites, role changes, assignments, and resolutions.