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Overview

The Members section allows account administrators to invite team members, assign them to specific agents, promote trusted teammates to admin, and control their permissions within the platform.

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Access Team Members

  1. Navigate to Account in the main menu
  2. Select Members
  3. View all current team members

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Team Members List

The members list displays:
A gray status dot and an Invite pending badge next to a member’s name mean they have not yet accepted their invitation or signed in for the first time. Once they log in, the dot turns green and the badge disappears.

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Invite a New Member

Click the + Invite button to add a new team member.

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Required Information

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Choose a Role

Every invitation now includes a role selector with two options:
Only grant the Admin role to people you fully trust. Admins can invite, edit, promote, and remove other team members, including other admins.

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Permission Settings

Configure what the new member can do (these settings are ignored if the role is Admin, since admins have full access):

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Agent Assignment

Select which agents the member can view or edit:
  • Check the boxes next to each agent
  • Members will only see calls and data from assigned agents
  • For multi-company accounts, agents are organized by company

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Send Invitation Email

Toggle Send invitation email to control how the account is created:
  • On (default): Sends a welcome email with a link to set a password and sign in
  • Off: Creates the account silently, without sending an email — useful when you plan to share credentials directly or set a password yourself
The invite button label updates automatically based on this toggle: Create & Send Invite when the toggle is on, Create Member when it’s off.
Click the invite button to add the member. If the invitation email is enabled, the new teammate will show up with an Invite pending badge until they accept it.

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Edit Member Details

Click Edit permissions on any member to modify their settings:
  1. Update their Name or Job Title
  2. Change their Role (Member ↔ Admin)
  3. Adjust permission toggles
  4. Change agent assignments
  5. Click Save changes

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Promote or Demote an Admin

You can change a member’s role directly from the actions menu, without opening the full edit modal:
1

Open the actions menu

Click the ⋮ icon on the member’s row.
2

Choose the action

  • Select Promote to admin to grant full account administrator access
  • Select Demote to member to remove admin privileges and fall back to their configured permissions
3

Confirm

The role badge next to the member’s name updates immediately.
You cannot demote or remove yourself, and the account owner’s role cannot be changed. This prevents accidentally locking yourself — or everyone else — out of the account.

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Resend a Pending Invitation

If a teammate hasn’t accepted their invite yet (indicated by the Invite pending badge), you can resend it:
  1. Open the actions menu (⋮) on the member’s row
  2. Click Resend invite
  3. The button shows Sending… while the email is dispatched
This option only appears for members whose account is still pending activation.

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Change a Teammate’s Email

Administrators can update a team member’s sign-in email directly from the member list:
  1. Open the actions menu (⋮) on the member’s row
  2. Click Change email
  3. Enter the new email address
  4. Confirm the change
This updates where the member signs in and receives notifications. The member may need to use the new address the next time they log in.

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Change Member Password

Administrators can reset a member’s password:
  1. Click Change Password on the member
  2. Enter the new password (minimum 6 characters)
  3. Click Update Password
The member will need to use the new password on their next login.

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Remove a Member

To remove a team member:
  1. Click Remove on the member’s row
  2. Confirm the removal in the dialog
Removing a member is permanent and cannot be undone. All their data and access will be permanently deleted.

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Search Members

Use the search bar to find members by name:
  • Type in the search field
  • Results filter as you type

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Best Practices

  1. Principle of least privilege: Only grant the Admin role or elevated permissions when a teammate truly needs them
  2. Agent-specific access: Assign members only to agents they work with
  3. Watch pending invites: Follow up or resend invitations that stay pending for too long
  4. Regular audits: Periodically review member roles, permissions, and remove inactive users
  5. Secure passwords: Use strong passwords when creating accounts without email invitations