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Manage your team

Settings → Team lists everyone who can sign in to the workspace: name, email, role, whether they are Active or Deactivated, and when they were last active. Agents see the list read-only. Admins can change roles, deactivate and reactivate people. To add someone, see Invite your team.

Change a role

Admins pick Agent or Admin in the role list of a row, then select Apply. Nothing changes until you select Apply. The change applies to new requests at once. Demoting someone also cancels their unused admin invites. A person who is already signed in keeps the access their sign-in link gave them; they sign in again to use a higher role.

A workspace always keeps at least one active admin. Demoting or deactivating the last one is refused with the message "A workspace needs at least one active admin"; make someone else an admin first.

Deactivate someone

Use Deactivate instead of deleting. Nothing is lost: their name stays on old conversations and messages, and the export still lists them with deactivated_at.

  1. Select Deactivate in their row. The question shows how many open and pending conversations are assigned to them.
  2. Choose where those conversations go: Move them to Unassigned (default) or Assign them to another agent.
  3. Select Yes, deactivate.

What happens, in one step:

  • They cannot sign in any more (invite link, pairing link or cloud sign-in), and every device they were signed in on stops working at once.
  • Their open and pending conversations move as you chose. Resolved and closed conversations keep their assignee.
  • On the hosted cloud, the seat is free again right away, so you can invite someone else.
  • They no longer appear in assignee lists, and nobody can assign a conversation to them.

If you deactivate yourself, you are signed out. You can only do that while another active admin exists.

Reactivate someone

Select Reactivate in a deactivated row. On the hosted cloud this uses a seat again; if all seats are taken you get the plan-limit message, and you free a seat first (deactivate someone or revoke an invite). Reactivating does not give back their conversations or devices. Send them a new invite link, or create a pairing link, so they can sign in. An invite to the email of a deactivated agent is refused with "reactivate them in the team list".

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