Inviting colleagues is the beginning of team setup. To work effectively, each person also needs an appropriate role, access to the inboxes they will use, and an agreed way to take ownership of conversations.
Consider a small team: Mona handles customer support, Ali handles sales, and Salma manages the system. Mona and Ali do not need administrator roles simply to answer messages. They might belong to separate teams while sharing one inbox, or use different inboxes, depending on how the business operates.
Choose roles before sending invitations
Open Settings → Agents and add an agent. Enter their name and email address, then choose a role. The standard options include Administrator and Agent. Configured custom roles may also appear when available for your account.
Use Administrator for people responsible for administration and Agent for people handling customer service within agent permissions. If you select a custom role, review its actual permissions. A title such as “Supervisor” does not by itself explain what the role allows.
Add each colleague using the correct email address and ask them to complete sign-in or invitation acceptance as appropriate. Seeing their name in the agent list does not prove they have successfully accessed the workspace.
ادخل صورة هنا: Show the add-agent dialog with the name, email, and role fields, using fictional people and example email addresses.
Give teams a clear purpose
Under Settings → Teams, create a team when a group has a defined responsibility, such as Sales or Order Support. Add a description explaining which requests belong there, then select the members.
A useful description defines the boundary of the work: “Handles questions before purchase” is more helpful than “Our excellent sales team.” Clear boundaries help agents route requests correctly and reduce avoidable handoffs.
If the team form exposes an automatic assignment option, configure it according to your routing plan. Membership alone is not a guarantee that every incoming message will be assigned to a team member. Assignment also depends on the inbox and routing configuration you use.
Review inbox membership separately
Open the relevant inbox in Settings and review its agents. Add the people who will work on that channel, then test using their accounts. Creating a Support team and adding Mona to it does not replace this check.
If an agent cannot see a conversation, inspect inbox membership, the selected account, and filters before changing their role to Administrator. Broader permissions can obscure an access configuration issue rather than resolve the intended setup.
Agree what a handoff means
In this example, Mona discovers that a request belongs to Sales. She leaves an internal note summarizing the customer’s request and what has already been done, then assigns the appropriate team or agent according to your process. Mentioning a colleague in a note is not the same action as assigning the conversation to them.
Write down a short operating agreement: who watches unassigned conversations, when should an agent hand work over, and who covers an absent owner? Invitations do not automatically answer these questions.
Before launch, ask one agent to open a test conversation, reply, add a note, and transfer responsibility to a colleague. This checks permissions, inbox access, and the handoff process together.