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
Two modules are billed per seat, and their seats are counted separately:
- Escalation — a seat is taken automatically when you give someone the Agent role, and released when you move them off it. With every seat in use the role change is refused ("Escalation seats full") until you add a seat or free one up.
- Documentation — a seat is granted per member by an Owner or Admin, and lets that person edit the documentation portal.
Owner, Admin, and Viewer roles don't consume module seats. Change seat counts on the Billing page: added seats are charged immediately (prorated), and removed seats free up at your next renewal. See Billing & payments and Pricing & limits.