At a glance
Overview
- 1 Open user menu → Team Management. You must be on your own account — managing another org redirects you away.
- 2 Check seats (X of Y seats used). If Team Limit Reached or Upgrade Required, free a seat or upgrade.
- 3 Click + Invite Team Member, enter email, choose Admin or Member (optional custom role name + permissions for Member), then Send Invitation.
- 4 Invitee accepts via email (Accept Invitation & Create Account, expires in 24 hours) or the Team Invitation modal on Home if they already have an account.
- 5 Edit or remove Active Team Members as roles change. Configure Inbox assignment when you have inbox agents, and use Switch Account when you belong to multiple workspaces.
Step by step
Collaborate safely
Invite members, set permissions, configure inbox routing, then switch accounts when you manage more than one workspace.
Invite and manage members
Page: Team Management — Team Overview. Jump links: Capacity, Active Members, Pending Invitations.
- 1 Review Capacity (Team Members N / max). At the cap, Remove a member before inviting again.
- 2 Invite with email + role. Pending Invitations show Expires (relative); Cancel if needed (cannot be undone).
- 3 After accept, members appear under Active Team Members — Edit role/title/permissions or Remove (they lose access and are logged out on their next request; inbox assignments are released).
- 4 New users register with the invitation token; existing users Accept or Reject from Home/Dashboard.
- 5 Team-member-only signups are auto-switched into the invited account and do not get their own Team Management link.
Roles and permissions
Admin = full access to all features (checklist hidden). Member = custom permissions from the checklist, limited to what your plan includes.
- 1 Optional Custom Role Name (for example Marketing Manager) is a display label — the real access is Admin or Member permissions.
- 2 Core Features: Campaigns, Contacts (incl. View full phone numbers), Templates, Inbox / Chats → Reply to Messages → View all chats (not only assigned).
- 3 Automation: Chatbots (incl. AI Chatbot), Lead Automation, Booking Automation (module). Integrations: Integrations + WhatsApp Setup. Flows: Create/Edit/Delete/Publish/View Flow Entries. API & Developers: Manage API Tokens / Manage Webhooks. Support: Support Tickets.
- 4 Leave View full phone numbers unchecked to keep numbers masked. Create/Edit Contacts require full-phone access (enforced with a UI hint). Granting Inbox also ensures Reply to Messages.
- 5 Without View all chats, inbox members only see chats assigned to them (manual assign or round-robin) plus chats they watch. Enable View all chats (or Admin) so they can see every conversation and the unassigned queue.
- 6 Permissions marked (Not in plan) are disabled and cannot be assigned until the plan includes them.
Inbox assignment
Shown on Team when teammates have Admin or Inbox/Reply access. Day-to-day claim/assign/watch still happens in Chats / Inbox. Members need View all chats (or Admin) to see every conversation; otherwise they only see chats assigned to them.
- 1 Open the Inbox assignment card: Round-robin, auto-claim on reply, and agent pool for WhatsApp chats.
- 2 Enable round-robin to assign on first inbound when a chat is unassigned. Set Max open chats per agent (empty = no limit) and the Round-robin pool (empty = all inbox agents).
- 3 Enable auto-claim when an agent replies to an unassigned chat (agents with View all chats who can open the unassigned queue).
- 4 Save inbox settings. Open Team performance → for Inbox team performance (and Export CSV).
- 5 See the Inbox / chats guide for Assign Or Claim, Watch, and Mine / Unassigned filters inside a conversation.
Switch Account
Collaborate across workspaces without sharing passwords.
- 1 When you have multiple manageable accounts, open the user menu → Switch Account.
- 2 Pick My Account or an invited org (role shown as admin/member). The current account is marked.
- 3 While managing another org, an amber banner shows You’re managing {org}’s account with Switch to My Account.
- 4 Only owners can manage Team on their own account. Admins on a managed account get full product access but cannot open that org’s Team Management while switched in.
- 5 Actions you take while switched affect the managed account, not your personal workspace.
Tips
- Give the least access needed for each Member role.
- Keep billing to the account owner; API token and webhook permissions only for trusted people.
- Invitations expire in 24 hours — resend by inviting again if needed.
- If you did not expect a team invite email, ignore it.
- Support Pin in the user menu (owners): only share with UpScaleUp.io Care — expires in 10 minutes and is single-use.