The three roles
Owner is the person whose card is on file and whose data it is. Billing, spend caps, inviting and removing people, and deleting the workspace are theirs alone, and no amount of seniority elsewhere substitutes for it.
Admin is the person who builds and maintains the agents. They can create agents, load knowledge, buy numbers, wire up actions and work every conversation. They cannot see or change billing.
Agent is the person who answers customers. They live in Conversations and the Inbox, take over a chat when the agent hands one off, and reply as themselves. They cannot change instructions, knowledge or channels — which is the point: the person handling a live customer should not be able to reconfigure the agent mid-conversation.
Send an invitation
Settings → Team, as an owner. Enter the address, choose the role, and they get a link. Only that address can accept it: anyone else who opens the link is told to sign in as the person it was sent to.
If they have no account yet — the common case — the link takes them through sign-up first and then straight into the workspace, so they never see an empty workspace with nothing in it.
Settings → Team
Visible to owners. Admins and people with the Agent role do not see it.
Address and role
Pick the least privilege that lets them do their job. You can raise it later in one click.
Send
They get a link. Accepting it lands them on a short orientation for their role, not on a blank dashboard.
What someone new to your team sees
Someone joining an existing workspace does not get the build-an-agent wizard — the agent already exists, and somebody else built it. They get a short welcome that names their role, says what they can and cannot do, and points at the two or three pages they will actually live in.
It is worth reading over their shoulder the first time. The most common confusion for someone new with the Agent role is looking for settings they cannot see, and the welcome page answers that before they go hunting.
Changing and removing people
Roles change in the same place, and take effect immediately. Removing someone ends their access to the workspace, and their name stays on the replies they wrote — a conversation history should not rewrite itself when somebody leaves.
There is one owner per workspace by design. Handing a workspace over is a conversation with us rather than a toggle, because it moves the billing relationship as well as the access.
More than one workspace
Someone invited into a second workspace moves between them from the name at the top of the sidebar. Everything you see — agents, conversations, contacts, analytics, settings — is the workspace you picked, until you pick another. A link to a conversation in the other workspace still opens.
Approved agency partners run a workspace per client the same way. An agency's team is in every client at the role they hold in the agency, and joins, changes role and leaves everywhere at once. A client's own people, invited from that client's Settings → Team, see their workspace and nothing else of the agency's.