Team, roles, and permissions
Invite users
- Open Settings → Users.
- Click New user, enter the name, email, and the access role.
- The person receives an email invite and sets their own password.
The list shows who is online, busy, or away, as well as the pending invite status. The presence status also feeds the live queue dashboard.
Access roles (roles)
Roles are reusable sets of permissions. In Settings → Roles you create and edit roles with granularity by section and action:
- Sections — Inbox, Contacts, Accounts, Opportunities, Campaigns, Reports, Settings, Queues, among others.
- Actions — view, create, edit, delete, export, and section-specific actions (transfer, finish, dispatch campaign…).
The Administrator role is protected: it cannot be deleted, requires MFA, and is what the platform uses for sensitive operations.
A user only sees a section if they have at least the read action on it. The permissions also apply to MCP: a connected assistant answers exactly what the role of the user who authorized access allows — never more.
Report sharing
In addition to roles, reports and folders have their own sharing: by specific user, by entire company, or by role. Sharing a folder cascades to its contents. See Reports.
Editing a user
The user screen follows the product's editing pattern: you change the fields, an unsaved changes counter appears in the bottom bar, and everything is applied at once when you click Save — nothing is applied instantly, including toggles.
Deactivate access
When you deactivate a user, their session stops being valid and they leave the queues. Their history of conversations, notes, and reports remains.