Teams and roles
What each role may do, inviting people, managing members, human teams and AI squads.
The four roles
Every member holds one role: Viewer, Editor, Admin or Owner. Each role includes everything below it, and the same floors are enforced by the interface and the API, so a control you cannot use tells you which role could.
| Role | What it adds |
|---|---|
| Viewer | Read everything a member can see: the queue, tickets, customers, knowledge, reports. Manage their own profile, presence and notification preferences. No writes to tickets. |
| Editor | The working role. Create and change tickets, reply and add notes, reopen, merge, log time, manage to-dos, apply and create macros, create SLA policies, save views, create teams and squads, add customers, connect channels. |
| Admin | Run the workspace. Bulk ticket updates, member roles and removal, invitations, API keys, webhooks, integrations, billing, the audit log, sessions and security, workspace settings, email address minting and sending domains, deleting macros, SLA policies, saved views, teams and squads. |
| Owner | Everything an admin can do. The owner's role cannot be changed or removed from the members screen. |
A few floors worth memorising, because they surprise people:
- Bulk actions in the Inbox are admin, even though editing one ticket is editor.
- Creating macros, SLA policies, saved views, teams and squads is editor; deleting any of them is admin.
- Applying a macro or someone's saved view is never above editor and viewer respectively: reading through a shared filter is a read.
When a control is refused, the interface hides or replaces it with a sentence naming the floor ("Viewers cannot reply or add notes", "an admin or owner"), rather than leaving a dead button.
Members
Settings, Members lists everyone with their role, status and last sign-in. With the admin role you can:
- Change a role inline (owner excepted).
- Suspend or reactivate a member. Status is separate from role.
- Remove a member, which revokes their sessions immediately.
Inviting people
Click Invite member, enter an email and pick a role. You can only grant roles up to your own. The invitation email carries a link that expires in seven days.
The pending list shows each invitation's address, role, who invited them, expiry, and delivery state (Sending, Sent, Failed, Undelivered, Marked as spam), with resend and revoke actions; revoking makes the emailed link stop working. The recipient opens the link, sees who invited them and to what, sets a password if the deployment requires one, and lands in the workspace at the granted role. An expired, revoked, already-used or mismatched link says exactly which of those it is.
Issuing, listing, resending and revoking invitations all need admin.
Teams
Settings, Teams groups human members for shared ticket ownership: a team has a name, description, colour and members. A ticket can be assigned to a team, and team assignment round-robins across the team's members, skipping anyone whose presence is offline or who has marked themselves unavailable. Team creation and editing is editor; deletion is admin, with a preview of what the deletion would affect.
Squads
Squads, on the main navigation, are a different thing: routing graphs of AI agents, not groups of people. A squad starts with an intent router that classifies the conversation and hands off to the right specialist agent, and opens onto a canvas editor. Creating and editing squads is editor; deleting is admin.