Inviting someone
Invitations → Invite — enter their email and pick a role. They get a link that takes them straight in. If they signed up on their own instead, they will appear under Invitations → Join requests waiting for approval.Roles decide two different things
This is the part that trips people up. A role controls what someone can do, and separately which chats they can receive. Getting the first right and forgetting the second is the most common reason a new agent sits with an empty inbox.1
Permissions — what they can do
Whether they can see leads, edit customers, send broadcasts, open settings, and so on.
Set under Roles → the role → Permissions.
2
Channel grants — which chats reach them
Which channels the role covers, and whether it covers 1:1 chats, group rooms, or both.
Set under Roles → the role → Channels. A role with no channel grants receives no
conversations, however many permissions it has.
Data scope, and who is in the rotation
Each role has a data scope. “Own records only” marks the role as frontline — and only frontline roles are included in chat distribution. That is deliberate: managers and admins oversee conversations rather than being dealt them. It also means promoting someone to a manager role quietly removes them from the rotation. They can still be assigned chats by hand.Building teams out of roles
There is no separate “teams” feature, and none is needed. Duplicate a role, give each copy a different channel grant, and each becomes its own rotation:
Distribution runs independently within each. Membership is decided by permissions and
grants, never by the role’s name, so duplicated and custom roles work exactly like
built-in ones.
Checklist for a new agent
They can log in but see nothing
They can log in but see nothing
Their role has no permissions yet, or none that cover the inbox.
They see the inbox but never receive a chat
They see the inbox but never receive a chat
Their role has no channel grants — or its data scope is not “own records only”, which
keeps them out of distribution. See
How assignment works.
They receive 1:1 chats but never groups
They receive 1:1 chats but never groups
The channel grant covers chats but not groups. Both are set per channel on the role.