Team & roles
Invite colleagues into your workspace and control what each can do. Open the team page at Dashboard → Settings → Team.
🖼️ [Image] — The Team page: member list with avatar, online status, skills, joined date, and a role dropdown per row.
The four roles
Every member holds exactly one role per workspace:
| Role | What they can do |
|---|---|
| Owner | Everything, including billing and assigning the Owner role. There must always be at least one Owner. |
| Admin | Manage settings, knowledge, the product catalog, analytics, and the team. Cannot assign the Owner role. |
| Agent | Work the Inbox — claim, reply to, resolve, and reassign escalated conversations. No access to billing, settings, catalog, or analytics. |
| Viewer | Read-only access. |
For exactly what each role can reach, see Roles & permissions (RBAC).
Inviting a member
The Invite member button (top right) appears only for Owners and Admins.
- Click Invite member.
- Enter the Email (required) and an optional Full name.
- Choose a Role. Admins see Admin, Agent, and Viewer; only Owners can grant Owner.
- Click Send invite.
If the email belongs to a brand-new Promptly user, a temporary password is shown once on the confirmation screen. Copy it with the copy button and pass it to the new member securely — it is never stored or shown again. They are prompted to set their own password on first sign-in.
🎬 [Video] — Inviting a new member and copying the one-time temporary password.
If the email already belongs to a Promptly user, they are added straight to the workspace with no temporary password.
Managing members
From the member list you can:
- Change a role — use the role dropdown on a member's row. The change applies immediately. You cannot change your own role, and the last Owner cannot be demoted (assign another Owner first).
- Edit skills — click the pencil next to a member's skills to open the skills popover and tick the skills they handle. Skills come from your Escalation settings catalog and drive skill-based routing. If the catalog is empty, define skills there first.
- Remove a member — click the trash icon, then confirm. They lose access immediately. You cannot remove yourself, and the last active Owner cannot be removed.
🖼️ [Image] — The skills popover open on a member row, with skill checkboxes and Save.
Seats and plans
Seat allowances scale with your plan, from a single seat on Launch up through Build, Grow, Control, and Dominate. If you need more seats, upgrade your plan — see Plans & limits.