Settings: your team and your account
Owners versus team members, adding and removing people, why access is per address, and why each person gets their own thread.
Settings is your account rather than your operator: who can sign in, what each person can do, and the details of your subscription.
Owners and team members
| Owner | Team | |
|---|---|---|
| Talk to the operator | Yes | Yes |
| See what it has done | Yes | Yes |
| Teach it, and run sales rehearsals | Yes | Yes |
| Add or remove connections | Yes | No |
| Move a job up or down the ladder | Yes | No |
| Add or remove people | Yes | No |
Team is the right default for almost everyone. It gives someone the whole working surface without the two controls that change what your operator may do to the outside world.
Adding and removing people
Access is explicit, per address. It is deliberately not domain based: a company domain has contractors, ex staff and shared inboxes on it, and this portal reaches an operator that talks to your customers.
Tell us the address and the role
Ask on Requests or reply to your thread with us.
They sign in with a code
No password to create, share or reset. See signing in.
Removal is immediate
When someone leaves, tell us the same day. Their access ends at once, including any conversation thread they had open.
Removing someone is the thing most often forgotten. A leaver keeps portal access until somebody says so, and portal access is a conversation with an operator that knows your customers.
Everyone gets their own thread
Each person's conversation with the operator is theirs. That is not a privacy feature so much as a correctness one: a shared thread reads to the operator as one person contradicting themselves, and it will try to reconcile two positions that were never in conflict.
Yes. Accounts with several operators get a selector at the top of Connections and elsewhere. Nothing is shared between them: separate knowledge, separate memory, separate connections.
There is a grace period before anything is switched off, and we contact you well before it. Nothing is deleted at the end of it either; there is a hold period first.
Ask on Requests. It is your data and it is on your server.
Choosing the right role
Team is the right default for almost everybody, including senior people. The two things it withholds are the two that change what your operator may do to the outside world.
| Person | Usually | Why |
|---|---|---|
| A closer or account manager | Team | They need to talk to it, teach it and rehearse. They do not need to move it up the ladder. |
| An operations lead | Team, or owner if they run the setup | Depends whether they are the person who decides what it may send unsupervised. |
| The founder | Owner | Somebody has to be. |
| A contractor | Team, and removed the day the engagement ends | See below. |
| A shared inbox | Never | Access is per person. A shared address means nobody owns the thread and the operator reads several people as one. |
Offboarding, properly
Tell us the day they leave
Not the week they leave. Access ends the moment we are told.
Everything goes at once
The portal, their conversation thread, and any link they were sent.
Consider whether to rotate anything they knew
If they set up connections, the credentials are still valid. Incoming addresses in particular are worth rotating, because the address is the whole secret. See sending things to your operator.
This is the most commonly skipped step in the whole product. A leaver keeps portal access until somebody says so, and that access is a conversation with an operator that knows your customers, your pricing and your pipeline. Put it on whatever offboarding checklist you already run.
Running more than one operator
Some accounts have several, and they are genuinely separate rather than one operator wearing two names.
| Shared between operators | Not shared |
|---|---|
| Your portal login and your team list | Knowledge |
| Your billing | Memory of people |
| Connections | |
| Ladder settings | |
| Conversations |
A selector appears at the top of the screens that are per operator. If you change a connection while the wrong operator is selected, you have configured the wrong one, so it is worth a glance before pasting a key.
Billing and what happens if a payment fails
Nothing happens on the day
A failed card does not darken your operator. There is a grace period and we contact you inside it.
If it stays unpaid, the box is stopped and held
Stopped, not deleted. Your data and your volume are intact.
Removal is much later, and only after a verified backup
A restore has to be something we can actually do, so the backup is tested rather than assumed.
Was this page helpful?