Team Management
Invite team members, assign roles, and manage permissions across your agency.
Why Team Management Matters
As your agency grows beyond a one-person operation, you need control over who can do what. Maybe you have a sales rep who should see client lists but never touch billing. Or a support specialist who needs to edit agents but shouldn't be able to delete them. Team Management gives you that control.
Every team member gets their own login, their own activity trail, and exactly the permissions they need — nothing more, nothing less.
Roles
The platform ships with seven built-in roles, plus the ability to create custom roles. Here's what each one can do:
| Role | What They Can Do | Best For |
|---|---|---|
| Owner | Full access to everything — billing, team, settings, agents, clients, API keys. Can transfer ownership. | You, the agency founder |
| Admin | Everything except transferring ownership and deleting the agency. Can manage team members and billing. | Business partner or co-founder |
| Manager | Manage clients, agents, and view billing. Cannot manage team members or change agency settings. | Operations manager |
| Sales | View client list, create new clients, view templates. Cannot edit agents or see billing details. | Sales reps, BDRs |
| Support | View and edit agents, view call logs, manage FAQs and knowledge base. Cannot access billing or team settings. | Client success, tech support |
| Onboarding | Create clients, configure agents, set up phone numbers. Cannot delete clients or access billing. | Onboarding specialists |
| Read-Only | View everything but change nothing. Great for auditing or oversight. | Investors, consultants, auditors |
| Custom | You pick exactly which permissions to include. Mix and match from any permission group. | Unique roles specific to your workflow |
Note: Permissions are additive. When you create a custom role, you start with zero permissions and add only what that person needs. There's no "deny" mechanism — if a permission isn't granted, it's not available.
Warning: Only the Owner can transfer agency ownership, delete the agency, or manage API keys. Even Admins cannot perform these actions. Make sure the Owner account uses a strong password and has two-factor authentication enabled.
Tip: Role permissions may be updated as new platform features are added. Check Settings → Team → Roles in your agency portal for the most current list of available roles and their permissions.
Inviting a Team Member
Adding someone to your agency takes about 30 seconds:
Go to Team Settings
In your Agency Portal, click Settings in the sidebar, then select the Team tab.
Click "Invite Member"
You'll see a button in the top-right corner. Click it to open the invitation form.
Enter Their Email
Type the email address of the person you want to invite. They'll receive a branded invitation email with a link to create their account.
Assign a Role
Choose one of the built-in roles from the dropdown, or select Custom to hand-pick individual permissions.
Send the Invitation
Click Send Invite. The team member will receive an email with a secure sign-up link. The invitation expires after 7 days — you can resend it anytime from the Team page.
Permission Groups
When building a custom role, permissions are organized into logical groups:
View Clients — See the client list and client details.
Create Clients — Add new clients to the agency.
Edit Clients — Update client information, business details, and settings.
Delete Clients — Remove clients from the agency (irreversible).
View Agents — See agent configurations and settings.
Create Agents — Build new agents from scratch or from templates.
Edit Agents — Modify prompts, greetings, FAQs, knowledge base, and voice settings.
Delete Agents — Remove agents permanently.
Deploy Agents — Assign phone numbers and activate agents.
View Calls — See call history, transcripts, and recordings.
Export Calls — Download call data as CSV for reporting.
View Billing — See credit balance, transaction history, and invoices.
Manage Billing — Add Agent Fuel credits, update payment methods, change subscription plans.
View Team — See the list of team members and their roles.
Manage Team — Invite, edit, or remove team members and change roles.
View Settings — See agency profile, branding, and configuration.
Manage Settings — Update agency name, branding, integrations, and preferences.
Managing Team Members
After someone has joined your team, you can manage their access from the Team page at any time:
| Action | How |
|---|---|
| Change Role | Click the member's name, select a new role from the dropdown, and save. |
| Resend Invitation | If they haven't accepted yet, click Resend next to their pending invite. |
| Revoke Access | Click the three-dot menu next to their name and select Remove. They'll lose access immediately. |
| View Activity | Click their name to see a log of their recent actions — logins, changes, and more. |
Tip: Start every new hire with a more restrictive role and upgrade their permissions as they learn the platform. It's much safer to grant access gradually than to clean up after someone accidentally deletes a client's agent.
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