Team & roles

Invite teammates, give them the right level of access, and remove them cleanly when they leave. All team management lives under Settings → Team.

Inviting members

From Settings → Team → Invite, enter one or more email addresses, choose a role, and send. The invited address receives an email with a one-click link that lasts 7 days. If the invitee already has a CustomerHero account, the org just appears in their org switcher — they don't have to sign up again.

Pending invites show up in the same list with a Pending badge. You can resend or revoke them at any time. Revoking a pending invite invalidates the link immediately.

Roles

Every member has exactly one role per org. Pick the lowest role that lets them do their job — you can always promote later.

Admin

Full access. Admins can change billing, manage chatbots and data sources, configure channels and integrations, invite and remove members, and see the audit log. Every org needs at least one admin.

Agent

Inbox-focused. Agents can read and reply to conversations, add internal notes, change tags and priorities, and resolve tickets. They can not change billing, modify chatbots, or invite members. Use this role for support team members.

Roles are enforced server-side: an agent who hits an admin-only API gets HTTP 403. The dashboard hides admin-only pages from agents, but treat the API enforcement as the source of truth.

Changing a role

Open Settings → Team, find the member, and pick a new role from the row's menu. The change applies on their next API call — there's no logout needed. The audit log records the before/after role and who made the change.

Removing a member

From the same list, choose Remove from org. The member loses access immediately and any active sessions are invalidated within seconds. Their existing assignments, messages, and notes stay attached to their name in the audit history — removing a member is not the same as deleting their past activity.

You can't remove the last admin. Promote someone else first, or delete the org under Settings → Danger zone.

Teams & conversation routing

On Pro and above, group agents into teams (Sales, Tier 1, EU) and route conversations to a team instead of a single agent. Routing rules in Inbox can match on channel, tag, customer property, or business hours, and either auto-assign to the next available teammate or leave the conversation in the team's shared queue.

Next steps

Set up enterprise single sign-on (SSO) for centralized identity management, or review your plan limits to see how many seats you have.