Team & roles
Invite colleagues, set what they can do, and decide how calls are shared.
Open Settings → Team.
Inviting someone
Open Settings → Team.
Choose to invite a member.
Enter their email and set their role.
They receive an invitation to set a password and sign in.
Invite people with their work email. Personal addresses make offboarding harder and muddle your audit trail.
Roles
Roles decide what someone can see and change. Broadly:
Owner — full access, including billing and closing the account.
Admin — full operational access, usually including team management.
Member — handles calls, messages and leads. Cannot change account-wide settings.
Viewer — read-only. Can see conversations and reports but cannot change anything or take calls.
Give people the least access that lets them do their job. In particular, keep billing access to the people who should see invoices, and keep recording access considered — call recordings are personal data and not everyone needs them.
Teams
Group members into teams, and route numbers to a team rather than a person. That way a departure or a holiday does not require rewiring your routing.
Set how a team rings — everyone at once, in a fixed order, or evenly distributed:
All at once connects fastest.
Fixed order suits seniority or specialism.
Even distribution shares the load.
Personal settings
Each member controls their own:
Settings → My calls — how calls reach them.
Settings → My hours — when they are available.
Settings → Devices — browser, desk phone or softphone. See Devices.
A member outside their own hours is not rung, even during business hours. When calls are not reaching someone, check this before anything else.
Assignment
Conversations and leads are assigned to owners. Unassigned work is nobody's job — see Working a conversation.
When someone leaves
Do all of these:
Reassign their open conversations and leads before removing them, or that work disappears from everyone's queue.
Check integrations they authorised. OAuth connections — HubSpot, Slack, Google Calendar — authorised under their account stop working when it is deactivated. Reconnect under someone else's first.
Revoke their devices and SIP credentials, which otherwise keep working. See Devices.
Check API keys they created, under Settings → API keys.
Remove them from the team.
Step 2 is the one most often missed. An integration silently stops syncing weeks later and nobody connects it to the departure.
Seats and billing
Your plan includes a number of team members. Adding beyond that may change your bill — see Plans & billing.