User Guide · Workspace

Team, roles & teams

Invite teammates, control what each person can see and do with roles, and group people into teams for routing.

Everyone who works in your workspace is a user. Each user has a role that decides what they can see and do, and can belong to one or more teams that conversations are routed to. Manage users and roles in Settings › Users and Roles, and teams in Settings › Teams.

Users and roles

inboxi.app/settings/users
Team members: counters, roles and invitations.
  1. 1All users, admins, who is online, and teams.
  2. 2Admin: full access to the app.
  3. 3Member: restricted access.
  4. 4Create a new role with your own permissions.
  5. 5Invite team members by email.

Invite teammates

  1. 1
    Enter an email address
    Under Invite team members, type the teammate's email.
  2. 2
    Pick a team and a role
    Choose a team (or none) and a role: Member, Admin or any custom role. Use + Add another to invite several people at once.
  3. 3
    Send Invite
    The teammate receives an email with a link to join your workspace.

Prefer not to send an email? Create User Manually creates the account directly with a name, email, password and role.

Your plan includes a set number of team members. Users beyond your plan's limit are charged as extra seats. See Plans, credits & billing.

Custom roles and permissions

Click Create a new role (or open an existing one) to name the role, describe it, and set its permissions.

Conversation permissions

  • Can see unassigned conversations
  • Can see other's assigned conversations
  • Can assign conversations
  • Can see conversations belonging to other teams
  • Can export conversations
  • Can update teammate's presence
  • Can manage shared views

Feature access

For each feature (workspace settings, contacts, channels, chatbot, campaigns, reporting, users, roles and teams, tags, data attributes, auto-replies, inbox rules, saved replies, integrations, API management, billing and more) choose Hide, View or Manage.

Teams

inboxi.app/settings/teams
Teams group agents by department.
  1. 1Create Team.
  2. 2Your teams appear here with member and channel counts.

Group users by department (Sales, Support, Delivery) and route conversations to the whole team. In the team editor, set the Team Name, choose which channels the team can see under Channel visibility, and add members. In any conversation, the team button in the chat header assigns it to a team.

Availability and assignment

In Settings › General you can tune how presence and assignment behave:

  • Enable Auto-Assignment: new chats are assigned automatically to available agents based on workload.
  • Auto-Offline Timeout: users are set to Away after a number of minutes without activity.
  • Auto-Online Threshold: users are set back to Online after sending a number of messages while offline.