Team members and roles

You can invite people to work in your intoCHAT account. Each person signs in with their own intoCHAT login and gets a role, Admin, Editor or Viewer, that decides what they can do with your agents. You manage the team under Settings, Team in the sidebar.

How a team works

• The account stays yours. Your agents, plan, limits and billing don't move. Members work on your agents in your account. They don't get copies.
• Agents a member creates or duplicates belong to your account and count toward your plan's agents. The training characters, website crawls and messages they use count toward your plan too, including their chats in the Playground.
• A role applies to every agent in your account.
• Each member keeps their own intoCHAT account, with its own agents and plan. Joining yours doesn't change it. They switch between the accounts from the menu under their name.
• A private agent answers members working in your account in the Playground, as it answers you. See Allowed domains.
• A new role or a removal takes effect on the person's next click.
• When someone is removed or leaves, the agents and the changes they made stay in your account.

Seats per plan

• You, the owner, don't use a seat.
• Everyone on the Members list besides the owner uses a seat, whether they have accepted or are still invited. An expired invitation keeps its seat until you resend or revoke it.
• The Invite people card shows how many seats are used, for example "1 of 2 seats used".
• When every seat is used, the card says All seats are used instead of showing the form, with a See plans button. Revoke an invitation, remove someone or upgrade to invite more. On the Free plan the card says Team members are included from Starter.

After a downgrade

A plan change never removes anyone. If your new plan has fewer seats than people on your team, everyone keeps their access and role, and invitations already sent can still be accepted. You can't send new invitations until fewer people are on the list than your plan has seats. Until then the card says More members than your plan includes.

Invite someone

The owner and admins can invite people.

1. Go to Settings, Team.
2. Under Invite people, enter the person's Email.
3. Choose a Role: Admin, Editor or Viewer. Editor is selected by default. Only the owner can invite admins, so an admin sees only Editor and Viewer.
4. Click Send invitation.

The person appears under Members with the status Invited. If the email couldn't be sent, the invitation is saved anyway: click Resend in the list to try again.

An invitation is refused when:

• the address is yours or the account owner's;
• the address is already on the list. For a pending invitation, use Resend instead;
• no seat is free;
• the account has already sent 20 invitations within the hour. Resends count too.

The invitation email

The subject is "[inviter] invited you to [account]'s intoCHAT account". The inviter is the person who sent it, and the account is yours. Each is shown by the name in their profile, or by their email address when there is no name. The email says:

• who invited them, to whose account, and with which role;
• what the role can do, in the words of the roles table's descriptions;
• an Accept the invitation button;
• "The invitation expires in 7 days. Sign in, or create an account, with this email address to accept it."

After 7 days the link stops working and the list shows Invitation expired. Click Resend to send a new link.

Accept an invitation

1. Click Accept the invitation in the email.
2. If you aren't signed in, the page shows the role and the address the invitation was sent to, partly hidden. It doesn't say whose account it is yet. Click Sign in, or Create account if you don't have an intoCHAT account. Use the address the invitation was sent to. Creating an account is free, and you come back to the invitation afterwards.
3. Signed in with that address, you see whose account it is and what your role can do. Click Accept invitation.

The dashboard opens in the account you joined, and you can start working straight away. Your own account stays as it is.

• Signed in with another address: the page says "This invitation is for a different email address". Click Sign out, then sign in or create an account with the address the invitation was sent to.
• Only the invited address can accept, whatever its capitalization. Someone who gets a forwarded link can't use it.
• "This invitation isn't valid": the link is mistyped, already used, or replaced by a newer email after a Resend.
• "This invitation has expired": ask whoever invited you to send it again.

Roles

The Team page and the invitation email describe the roles like this:

• Admin: "Everything except billing. Can manage editors and viewers."
• Editor: "Build and change agents, knowledge and settings. Can't delete agents, add or remove webhooks, or connect Slack, Cal.com, Calendly or Notion."
• Viewer: "Read-only."

In live chat, a viewer's open inbox doesn't count as someone online, because viewers can't reply. When the owner or an admin replies in a chat a colleague is answering, they take it over, and the visitor sees their name from then on. An editor can't take a chat from a colleague.

Controls a role can't use are hidden, for example New agent for a viewer. If a request is refused anyway, the message says "Your role in this account (Viewer) doesn't allow this. Ask the account owner or an admin.", with the person's role in the brackets.

Switch between accounts

Once you belong to someone else's account, the menu under your name at the bottom of the sidebar has a Switch account section. It lists My account and each account you're a member of, with your role there. A check mark shows the account you're in. Choose another to reload the dashboard in it.

While you work in someone else's account, a banner at the top of the dashboard says "You're working in [name]'s account as [role]." Click Switch to my account to go back.

• The account you chose is remembered in that browser for up to 30 days. After that, or in another browser, you start in your own account.
• If you're removed while working in an account, the next page you open shows your own account.

Manage members and invitations

Under Members on Settings, Team, the list shows each person with their Role, Status (Active, Invited or Invitation expired) and the date they were invited or joined. The owner is listed first. Owners and admins get these controls in the Actions column:

• Change a role: choose another role in the Role column. It applies on the person's next click.
• Resend, for invitations: sends a new link that is valid for 7 days. The link in the earlier email stops working. It doesn't take another seat.
• Revoke, for invitations: the link in the email stops working and the seat is free again. You can invite the person again later.
• Remove, for members who accepted: they lose access on their next click and the seat is free again. Their work on the agents stays. You can invite them again later.

Resend, Revoke and Remove ask you to confirm first.

Who can manage whom

• The owner can change, resend, revoke and remove anyone on the list, admins included.
• An admin can do this for editors and viewers only. Only the owner can invite an admin, make someone an admin, or change, resend, revoke or remove an admin.
• Nobody can change their own role. Your own row has no controls.
• Editors and viewers see the list without controls.

What stays personal

Some things always belong to the person signed in, whichever account they work in:

• Profile and password, under Settings, Account. Deleting your user there deletes your own account and its agents, not an account you're a member of. The plan shown on that page is the one of the account you're working in.
• Notification emails. The switches under Notifications change only your own emails, which cover your own account's agents. Usage alerts, the daily summary and weekly insights for your account go to you, the owner, and never to members.
• Billing. A member who opens Billing in your account sees "Billing for this account is managed by its owner." with your plan and what it has used this period. They don't see the price or payment card, and they can't change the plan or open the billing portal. This applies to admins too. Their own billing is in their own account.

Lead alerts are set per agent. Send to me on the Leads tab is the account owner's address, shown next to it, also when a member saves the settings. To get lead alerts as a member, add your address under Also send to. See Alerts and export.

Leave an account

1. Go to Settings, Team.
2. Under Accounts you're a member of, click Leave next to the account.
3. Confirm with Leave.

You lose access straight away and your seat is free again. If you were working in that account, the dashboard reloads in your own. To come back, someone there has to invite you again. The owner can't leave their own account.

Limits

• Each account has one owner. Ownership can't be transferred to someone else, and the owner can't be removed.
• No per-agent permissions. A role applies to all agents in the account.
• No custom roles. The roles are Admin, Editor and Viewer.
• No audit log. intoCHAT doesn't record which member changed or deleted what.
• No single sign-on (SSO) or automatic user provisioning. Each member signs in with their own intoCHAT login.
• No way to require two-factor authentication from members. The Members list shows a 2FA badge next to active members who turned it on.
• An invitation can only be accepted with the address it was sent to, and you can't edit that address. To invite another address, revoke the invitation and send a new one.
• The invitation is the only team email. The owner isn't told when someone accepts or leaves, and members aren't told when their role changes or they're removed.
• Seats come with the plan and can't be bought on their own. For more seats, move to a bigger plan.
• If the owner deletes their intoCHAT account, the team is deleted with it.