Manage users and roles
Configure tenant users, roles, and permissions in Settings → Users, including invitations, role templates, CRM access, user limits, and deletion behavior.
Settings → Users overview
Use the Users settings page to control who can access your tenant, what they can do, and how many seats you are using.
Access the Users page as a tenant admin. Non-admin users cannot view or change tenant users, roles, or permissions.
The Users page includes:
- A user table with Email, Role, Role template, Status, CRM access, and Last login
- Actions to invite, edit, resend invite, and delete users
- A Role templates section to define reusable permission sets
- A user limit indicator that shows how many users you have used and when you reach your limit
User roles and status
Roles define the baseline level of access for each person in your tenant.
- Admin: Full control over tenant-level configuration, including settings, users, analytics, integrations, and experiments. Admins can invite users, manage permissions, and always have CRM access enabled.
- User: Access is controlled by fine-grained permissions. Users typically work in conversations, CRM, and analytics but cannot manage other users unless explicitly allowed.
Statuses describe where a user is in their lifecycle:
- Invited: You sent an invitation, but the user has not completed signup.
- Active: The user accepted the invite and can sign in with their configured permissions.
- Suspended: The user cannot sign in or take actions but remains in your records for auditing.
User table fields
Use these fields to review and adjust access for each person in your tenant.
Email address used for login and notifications. This value must be unique per tenant.
High-level role for the user. Supported values are admin and user. Admins inherit full access; users rely on fine-grained permissions and optional role templates.
Optional role template assigned to the user. When set, the template's permissions apply to the user in addition to their base role.
Current account status. Supported values are invited, active, and suspended. Status controls sign-in ability and whether the user can perform actions.
Indicates whether the user can access CRM features. Admins always have CRM access enabled. For non-admin users, toggle CRM access with a checkbox.
Timestamp of the user's most recent successful sign-in. Use this to identify inactive accounts that may be candidates for suspension or removal.
Permission categories
Fine-grained permissions allow you to grant each user exactly what they need.
Controls access to chat, voice, and email conversations. Includes actions such as view, create, edit, delete, and manage conversation-level settings.
Controls access to configuration areas like branding, channels, and organization settings. Reserve manage-level access for trusted admins.
Controls access to user management. Grant this only to admins who should invite, edit, or remove users and manage role templates.
Controls access to analytics dashboards and reports. Typical permissions allow viewing or exporting metrics without changing configuration.
Controls access to CRM connections and other third-party integrations. Manage-level access lets users connect, disconnect, or reconfigure integrations.
Controls access to experiments and testing features that affect routing, playbooks, or assistant behavior.
Aim for least-privilege access. Start with the minimum permissions a user needs and expand only when required.
Invite a new user
Invite new teammates from the Users page. Each invite consumes one seat toward your user limit when it is created.
Open the invite dialog
From Settings → Users, select Invite user to open the invite dialog. The dialog shows an email field and a role dropdown.
Fill in email and role
Enter the user's work email in the Email field and choose Admin or User from the Role dropdown. Optionally select a Role template if you want to apply a predefined permission set.
Configure CRM access
If the new user is not an admin, decide whether they need CRM access. Toggle the CRM access checkbox on the invite dialog if available. Admins automatically receive CRM access and do not show a toggle.
Send the invitation
Select Send invite. The new entry appears in the user table with Status set to invited. The user receives an email invitation and must complete signup to become active.
When the user completes signup successfully, the Status column updates to active, and the Last login column shows the time of their first sign-in.
If you reach your user limit, the invite action may be disabled or show a warning. Remove unused users or upgrade your plan to add more users.
Edit a user's role, status, or permissions
Use the Edit User dialog to adjust an existing user's access without removing them.
Open the Edit User dialog
Locate the user in the table and select Edit. This opens the Edit User dialog with fields for Email, Role, Status, Role template, CRM access, and permission checkboxes.
Adjust email, role, and status
Update the Email if the user changed addresses, choose the desired Role (admin or user), and set the Status to active or suspended. Use suspended when you want to temporarily block access without deleting the user.
Update CRM access and role template
For non-admins, toggle CRM access on or off. If you rely on role templates, select a different Role template to apply a new set of permissions, or clear the selection to manage permissions manually.
Refine fine-grained permissions
Use the permission checkboxes across Conversations, Settings, Users, Analytics, Integrations, and Experiments to add or remove capabilities. Check or uncheck actions such as view, create, edit, delete, and manage based on the user's responsibilities.
Save changes
Select Save. The user table updates immediately to show the new Role, Status, Role template, and CRM access values. Any changes to permissions apply the next time the user performs an action.
Resend an invitation
If a user loses their invite email or the link expires, resend the invitation without creating a duplicate account.
Find the invited user
On the Users page, filter or scan the list for entries with Status set to invited.
Trigger resend invite
Open the actions menu for that user and select Resend invite. The system sends a fresh invitation email to the same address.
Confirm invite status
Keep the Status column on invited. After the user accepts the new invitation, the status updates to active and Last login displays their first sign-in time.
Remove a user
Delete a user when they no longer need access to your tenant.
Deleting a user is permanent. The user loses access immediately and you cannot restore their individual account. Conversation and CRM records they created remain for audit and reporting.
Open delete confirmation
From the Users page, locate the user and open the actions menu. Select Delete user to open the confirmation dialog.
Review impact and confirm
Review the confirmation message, which explains that the user will lose access and cannot sign back in. Confirm the deletion to proceed.
Verify removal and seat usage
The user disappears from the table. Your used-user count decreases, and you free up a seat under your user limit for a new invite.
What role templates do
Role templates group common permissions into reusable profiles. Assign a template to multiple users to keep their permissions in sync and reduce manual configuration.
Typical use cases include:
- Standard agent permissions for handling conversations and CRM
- Manager permissions for viewing analytics and managing a team without full admin rights
- Integrator permissions for configuring integrations and experiments
When you update a template, any user that references it should receive the updated permissions the next time their permissions are evaluated.
Role template fields
Human-readable name for the template, such as Support agent or Sales manager. Displayed in the Role template dropdown on the Users page.
Set of permission checkboxes across categories like conversations, settings, users, analytics, integrations, and experiments. These mirror the fine-grained permission options in the Edit User dialog.
Create a role template
Create templates for common roles before inviting a large group of users.
Open Role templates
From Settings → Users, switch to the Role templates section or panel. You see a list of existing templates and an option to create a new one.
Define template name
Select New template and enter a clear Name that reflects the responsibilities, such as Support agent or Admin with CRM only.
Select permissions
Check the permissions this template should grant across Conversations, Settings, Users, Analytics, Integrations, and Experiments. Follow least-privilege practices and enable only the actions this group requires.
Save the template
Save the new template. It appears in the Role templates list and becomes available in the Role template dropdown when inviting or editing users.
Assign a role template to a user
Use templates to quickly align multiple users with the same access pattern.
Edit the user
On the Users page, locate the target user and select Edit to open the Edit User dialog.
Choose a template
In the Role template dropdown, select the template you created, such as Support agent. The dialog applies the template's permissions to the user.
Review and save
Verify that the permission checkboxes match your expectations based on the template. Select Save to apply the changes. The Role template column in the table now shows the assigned template name.
Update or delete a role template
Keep templates up to date as your processes evolve.
Edit a template
In the Role templates section, select the template you want to change and choose Edit. Adjust the permissions or name as needed, then save. Users that rely on this template inherit the updated permissions.
Delete a template
From the same section, choose Delete on a template you no longer use. Confirm the deletion in the dialog. After deletion, the template disappears from the dropdown in the Edit User dialog, and you may need to adjust affected users' permissions directly.
Before deleting a template, review which users currently reference it. Reassign those users to a different template or verify that their manual permissions remain correct.
User limits and CRM access
User limits define how many entries you can maintain in the Users table. The Users page shows how many seats you are using and warns you when you reach your limit.
When you hit your user limit, you may not be able to send new invitations. Remove unused users or upgrade your subscription on Settings → Billing to add more seats.
CRM access is tracked per user:
- Admin users always have CRM access enabled and cannot have it turned off.
- Non-admin users show a CRM access checkbox in the Edit User dialog.
- Turning off CRM access removes the ability to view or update CRM records but does not affect other permissions.
Troubleshooting
Last updated today
Built with Documentation.AI