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Account and Team Management

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Account Settings

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Managing Your Personal Information

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What Account Settings Include

Basic Profile Information:

• First and Last Name - how you appear to team members
• Email Address - your login email (cannot be changed)
• Business Name - your company or organization name
• Timezone - ensures all times display correctly for your location

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Why Account Settings Matter

• Professional appearance - team members see your correct name
• Accurate timestamps - all dates and times match your local time
• Business identification - clear company name across the system
• Security - up-to-date contact information for account recovery

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Updating Your Account Information

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Step-by-Step Process

1. Go to Settings in your dashboard
2. Click “Account” tab (usually the first tab)
3. Edit the information you want to change
4. Select your timezone from the dropdown menu
5. Click “Save Changes” to apply updates

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Choosing the Right Timezone

Why timezone matters:

• All conversation timestamps appear in your local time
• Working hours are set according to your timezone
• Team coordination is easier when everyone sees consistent times
• Customer service reports use your business timezone

How to find your timezone:

• Look for your major city in the list
• If your city isn’t listed, choose the nearest major city
• When in doubt, select your country’s capital city
• Time zones are listed by region/city (like “America/New_York”)

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Password and Security

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Changing Your Password

1. Click “Reset Password” in Account Settings
2. Check your email for reset instructions
3. Follow the link in the email
4. Create a new password that’s strong and unique
5. Log back in with your new password

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Password Best Practices

• Use a unique password - different from other accounts
• Make it strong - mix of letters, numbers, and symbols
• Keep it private - don’t share with team members
• Change it regularly - every 3-6 months for security
• Use a password manager - helps create and remember strong passwords

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Team Settings

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Understanding Team Roles

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Admin Role

What admins can do:

• All settings access - can change any configuration
• Invite/remove team members - full team management
• Agent management - create, edit, delete AI agents
• Billing access - view and manage subscription
• Integration setup - connect external services

When to make someone admin:

• Business owners or managers
• IT-responsible team members
• People who need full system access
• Trusted employees who can handle technical issues

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Staff Role

What staff can do:

• View conversations - see customer interactions
• Take over from AI - handle complex customer issues
• Manage assignments - assign conversations to team members
• Access inbox - respond to customer messages
• View reports - see performance data

What staff cannot do:

• Change system settings
• Invite or remove team members
• Modify AI agent configurations
• Access billing information
• Set up integrations

When to make someone staff:

• Customer service representatives
• Part-time helpers
• New team members still learning
• People who only need customer interaction access

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Inviting Team Members

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Who Should You Invite?

Good candidates for your team:

• Customer service staff - people who help customers daily
• Business partners - co-owners or key stakeholders
• Managers - people who oversee customer service
• Technical support - if you have IT-savvy team members

Consider carefully:

• Temporary workers - do they really need ongoing access?
• External contractors - ensure you trust them with customer data
• Family members - only if they’re actively involved in the business

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Step-by-Step Invitation Process

1. Go to Settings > Team tab
2. Click “Invite Team Members” button
3. Enter email addresses of people you want to invite
   • Single person: Type one email address
   • Multiple people: Separate email addresses with commas
4. Review the invitation before sending
5. Click “Send Invite” to send email invitations

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What Happens After You Send Invites

For you:

• Invitations appear in “Pending Invites” section
• You can track who has accepted or not
• You can resend or cancel invitations if needed

For invited people:

• They receive an email with invitation link
• They click the link to create their account
• They set up their own password
• They get access based on the role you assigned

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Managing Existing Team Members

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Viewing Team Members

Team member list shows:

• Name - how they appear in the system
• Email - their login email address
• Role - Admin or Staff
• Date Added - when they joined your team
• Last Active - when they last used the system

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Changing Team Member Roles

1. Find the person in your team member list
2. Click “Edit” or role dropdown next to their name
3. Select new role (Admin or Staff)
4. Save changes - new permissions take effect immediately

When to promote Staff to Admin:

• They’ve proven trustworthy with customer data
• They need to manage settings or other team members
• They’re taking on more business responsibility
• You’re delegating more system management tasks

When to demote Admin to Staff:

• They no longer need full system access
• Security concerns or policy changes
• Role changes within your business
• Temporary reduction while they learn new responsibilities

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Removing Team Members

When to remove someone:

• They leave your company
• They change roles and no longer need access
• Security concerns
• They request to be removed

How to remove safely:

1. Find their name in the team member list
2. Click “Delete” or “Remove” button
3. Confirm removal - this cannot be undone
4. Their access stops immediately

What happens when you remove someone:

• They can no longer log into your system
• Their assigned conversations become unassigned
• Their chat history remains visible
• You can re-invite them later if needed

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Managing Pending Invitations

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Tracking Invite Status

Pending Invites section shows:

• Email address of invited person
• Who sent the invitation
• Date invitation was sent
• Current status (Pending, Expired, etc.)

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Invite Management Options

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Resending Invitations

When to resend:

• Person says they didn’t receive the email
• Invitation is older than a few days
• Email might have gone to spam folder

How to resend:

1. Find the pending invitation
2. Click “Resend” button
3. Fresh invitation email is sent
4. Original invitation link becomes invalid

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Copying Invitation Links

When to use this:

• Email delivery issues
• Want to send invitation through different channel
• Person prefers receiving link directly

How to copy link:

1. Find the pending invitation
2. Click “Copy Link” button
3. Send the link via text, chat, or other method
4. Person clicks link to accept invitation

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Canceling Invitations

When to cancel:

• Person is no longer joining your team
• You sent invitation to wrong email address
• Business plans changed

How to cancel:

1. Find the pending invitation
2. Click “Cancel” button
3. Confirm cancellation
4. Invitation link becomes invalid immediately

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Team Collaboration Best Practices

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Setting Clear Responsibilities

Define who does what:

• Customer service hours - who covers when
• Escalation procedures - when to involve admins
• Conversation assignment - how to distribute customer requests
• Emergency contacts - who to call for urgent issues

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Communication Guidelines

Team coordination:

• Regular check-ins - discuss customer service issues
• Shared notes - document important customer interactions
• Response time goals - how quickly to respond to customers
• Handoff procedures - transferring conversations between team members

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Security and Privacy

Protect customer information:

• Password policies - strong, unique passwords for everyone
• Access reviews - monthly check of who has access
• Clean departures - remove access immediately when people leave
• Data handling - guidelines for customer information

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Training New Team Members

Help new people succeed:

• System orientation - show them around the interface
• Customer service standards - your quality expectations
• Common scenarios - how to handle typical situations
• Escalation training - when and how to ask for help

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Troubleshooting Account and Team Issues

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Common Account Problems

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”Can’t change my email address”

Why this happens: Email addresses are permanent identifiers for security Solution: Contact support if you need to change your login email

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”Timezone keeps reverting”

Why this happens: Browser caching or unsaved changes Solution: Clear browser cache, change timezone again, and save immediately

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”Password reset not working”

Why this happens: Email in spam, expired link, or typing errors Solution: Check spam folder, request new reset, or contact support

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Common Team Problems

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”Team member can’t access certain features”

Why this happens: They have Staff role instead of Admin Solution: Check their role, promote to Admin if they need broader access

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”Invitation emails not arriving”

Why this happens: Spam filters, wrong email address, or email server issues Solution: Check spam folder, verify email address, try resending or copy link

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”Removed team member still appears in system”

Why this happens: Their previous work remains visible for historical purposes Solution: This is normal - their access is removed but their work history stays

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Getting Help

When to handle yourself:

• Adding/removing team members
• Changing basic account information
• Setting timezones
• Managing invitations

When to contact support:

• Email address changes
• Billing or subscription issues
• Complex permission problems
• System access issues

Remember: Good account and team management creates a foundation for excellent customer service. Take time to set up roles properly, train team members well, and maintain security standards!