Members and roles

Invite your team from Settings → Members. They get an email, accept, and land in the workspace with the role you chose.

The three roles#

Owner — everything, including billing. The person who created the workspace.

Admin — manages the workspace, its members, and all content: articles, FAQs, tools, MCP connections and data types. Everything except billing.

Team member — the default. Reads and writes articles, FAQs, tools and data types, but can't manage members, MCP connections, or delete other people's records.

The practical difference between admin and team member is managing versus contributing: a team member can write and edit content, an admin can also delete anyone's and change who's in the workspace.

Choosing one#

Most people should be team members. It's the default for a reason — it covers answering conversations and writing help center content, which is what support work actually is.

Make someone an admin when they need to add teammates or manage integrations.

Owner is billing. Keep it with whoever owns the relationship with us.

Invites#

Invites are sent by email and are tied to that address. If someone doesn't get one, check spam before re-sending — a re-send invalidates the first link.

You can revoke an invite that hasn't been accepted yet.

Handling conversations#

Any member can take over a conversation from the inbox. There's no separate "agent" role — if they're in the workspace, they can help a customer.

When someone takes over, the AI stops for that conversation until it's handed back. See How the AI answers.