Team and routing

Roles

Role	Can do
Owner	Everything, including changing the plan, paying, chat history retention and closing the workspace. One per workspace.
Admin	Manage sites, the team and settings, and answer visitors.
Agent	Answer visitors on the sites assigned to them.

Invite teammates

1. Team → Invite, enter their email and choose a role.
2. Choose their sites: All sites, including ones added later, or only some.
3. Send. The link is valid for 72 hours; resend it if it expires.

Pending invitations take a seat too. How many seats you have depends on your plan; see pricing.

Manage members

Click Manage next to a member:

• Change their role and sites.
• Chats at the same time (1–50): at the limit they're not assigned new chats, and clicking Accept tells them to end one first.
• Disable: they lose access at once and the seat is freed; you can enable them again. Choose who takes over their chats and leads.
• Hand over: whenever a teammate still holds open chats or leads, click Hand over to give them all to someone else at once (or send the chats back to the queue); the teammate keeps their account as is. When someone is offline with open chats, the top of the Team page says so with a button to hand them over. One chat at a time works too, with Transfer in the chat. A visitor left waiting 5 minutes without a reply goes back to the queue on its own.
• Remove from team: they lose access at once; chats they handled stay as they are.

The team page also has the Activity log: who viewed which chats and visitors, and who exported, blocked or changed settings. Nobody can edit or delete it.

How new chats are assigned

Each site chooses under Sites → your site → Basics:

• Take turns (round robin): online agents take turns.
• Least busy agent: goes to whoever has the fewest chats.
• Agents pick them up: new chats wait in Waiting until someone clicks Accept.

Only agents who are online, handle that site and are below their chat limit get assigned.

Workspace settings

Settings → Reception (owners and admins):

• New members start online: when on, new members get chats right away; when off, they switch to Online themselves.
• Customer groups served first: such as VIP or Returning. They go to the top of Waiting, marked Priority.
• Require a note when transferring.
• How many chats each agent can start per hour.
• What {visitor} becomes in quick replies when a visitor hasn't given a name.

Two-step verification

Each member turns on their own two-step verification and manages signed-in devices under Account security. The owner can Require two-step verification under Settings → Workspace security: members without it can't use the workspace until they turn it on.

Customer groups

Customer groups sort your customers, such as VIP, Wholesale or Resellers. They show in the conversation list and visitor profile, you can filter by them, and they can be served first.