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A workspace is shared by your team. Manage who has access, what they can do, and how conversations route between them under Settings → Members and Settings → Roles.

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Members and roles

Each member has one of two base roles:
  • Admin — full access, including managing members, roles, channels, billing, and workspace settings.
  • Agent — works conversations. New agents join with the default Agent role, which grants no extra permissions: they see only their own conversations, with no analytics, flows, broadcast, contacts, or management pages. Assign a custom role to grant more.
Admins can change a member’s base role or remove them from the workspace.
You can’t change your own role. Ask another admin if your role needs to change — this prevents a workspace from being left without an admin by accident.

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Inviting teammates

Invite someone by email and pick the role they’ll get when they join:
  • Admin — unrestricted.
  • Agent (conversations only) — the default; they can only work their own conversations.
  • Any custom role you’ve created — they join as an agent holding exactly that role’s permissions.
The role is assigned automatically the moment the invite is accepted, so there’s no window where a new member has more access than intended. Pending invites show in the members list with the role they’ll receive, and you can revoke one at any time.
If you delete a custom role while an invite naming it is still pending, the invitee falls back to the default Agent (conversations only) role.

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Custom roles and permissions

Custom roles let you give agents exactly the access they need — for example a “Support agent” who only sees Contacts and Conversations, or a “Sales lead” who also gets Analytics and Broadcast. Manage them under Settings → Roles (admins only).
A member with no role assigned has full access — admins are always unrestricted too. In practice only admins and long‑standing members are in that state: anyone who joins as an agent automatically gets the workspace’s Agent role, created on first join with no permissions. Edit that role to change what every default agent can do, or clear a member’s role in the members table to make them unrestricted. A brand‑new role grants nothing until you toggle permissions on.
Each role is a set of permissions, grouped as: Permissions are enforced everywhere — hidden from the sidebar and settings, blocked on the page, and rejected by the API — so a restricted member can’t reach gated data by guessing a link.

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Assigning a role

On Settings → Members, pick a role (and optionally the member’s agent groups) for each member. Changes take effect immediately the next time the member loads the app.

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Agent groups

An agent group is a named set of agents — the workspace’s single grouping concept. Groups do two jobs: Routing — address a conversation to a whole group instead of one person:
  • Assignment — hand a conversation to a group from the inbox or a flow.
  • Email routing — send mail for a specific address (such as [email protected]) to the right group. See Email.
  • Quick replies — limit a quick reply to specific groups.
Conversation visibility — combined with the two conversation permissions, visibility follows a simple hierarchy:
  • See all conversations on → the member sees every conversation.
  • Only See own groups’ conversations on → the member sees conversations handled by agents who share any group with them, plus unassigned ones and their own.
  • Neither on → the member sees only their own assigned conversations, plus unassigned ones.
Manage groups under Settings → Roles (workspace-wide) or on the WhatsApp, Instagram, TikTok, and Email channel settings pages (channel-scoped) — the same groups apply everywhere. Assign a member’s groups from Settings → Members.
Pair a group with a restricted role: e.g. a “Support” group whose members’ role has See own groups’ conversations (but not See all conversations) so support agents see each other’s chats but not Sales’.