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A workspace can hold as many people as you like. No plan charges per seat. Each person has one of three roles, and the role decides what they can change. Each workspace has exactly one owner: the person who created it. Only the owner can invite people, change roles and remove people. You can invite someone as Admin or Agent. Nobody can be invited or promoted to Owner.

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What each role can do

If an admin or agent tries something their role does not allow, WireDesk refuses the change and says which role it needs, for example “this needs admin access; you have agent”. The Agent role cannot change settings on purpose. The person handling a live conversation should not be able to reconfigure the agent in the middle of it. Testing an agent by voice uses the workspace’s spend cap and runs its actions, so that is limited to admins and the owner too.
Give most of a support team the Agent role. Make the one or two people who maintain the agent’s knowledge admins.

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Invite a teammate

1

Open the Team tab

Go to Settings → Team. Only the owner sees this tab.
2

Enter their address and pick a role

Type their address under Invite by email, choose Admin or Agent, and select Invite. The line under the form describes the role you picked.
3

They accept from the email

They get an email with an Accept the invitation button. The link expires in a week.
Pending invitations are listed on the same card as “Invited as Agent · expires” followed by the date. Select Revoke to cancel one before it is used. If you invite the same address again, the new invitation replaces the old one, and the old link stops working. WireDesk will not send an invitation to someone who is already in the workspace, or to your own address.

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What the invitee does

  • No account yet: the link takes them to sign-up first, then back to the invitation.
  • Already signed in: they see You’ve been invited and an Accept the invitation button. Nothing happens until they select it, so an email scanner or link preview cannot accept the invitation for them.
The invitation is tied to the address you sent it to. If they sign in with a different address, accepting fails with “That invitation was sent to … Sign in as them to accept it.” An expired or revoked link says “That invitation has expired. Ask for a fresh one.”

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What a new teammate sees first

After accepting, a teammate lands on a Welcome page rather than the dashboard. It names the workspace and their role, then shows:
  • What you can do here — what their role covers, and what it does not cover and who to ask.
  • Start here — the two or three pages their work is on.
  • Ten minutes of reading — three help centre articles chosen for their role.
An admin is told that billing, the spend cap and the team list belong to the owner. They are also told that if the agent stops answering mid-month, the plan’s usage or the spend cap has run out, and only the owner can change either.

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Change a role

On Settings → Team, pick the new role from the menu beside the person. It takes effect straight away. You cannot change your own role or the owner’s.

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Remove someone

Select the bin icon beside the person, then Remove. They lose access straight away. Conversations they handled and replies they sent stay where they are. You cannot remove yourself or the owner. Every invitation, role change and removal is recorded in Settings → Activity.