Work as a team
More than one person can work the same inbox without treading on each other. Everyone gets their own login — never share one.
The three roles
| Role | Can do |
|---|---|
| Owner | Everything, including billing. The account creator. One per account. |
| Admin | Everything except billing — templates, broadcasts, contacts, the inbox, team, settings. |
| Agent | Messaging only: the inbox, sending, and contacts. |
An Agent deliberately cannot see your balance, your spend, your analytics, your message logs or your billing pages. Those pages are not just hidden from the menu — they are not theirs to open. Hire a part-time person for the inbox without exposing what your messaging costs.
Inviting someone
- Open Team and click Invite a team member.
- Enter their email and choose Agent or Admin.
- They get an invitation link, set their own password, and land in your account.
They must use the invitation link
If they sign up at /register instead, they get their own empty account rather than access to yours. Send them the link, not the website.
You can change someone's role later from the same page, or remove them — which revokes access immediately while leaving their past replies in the conversation history.
Assignment
Assign a conversation to one person and it becomes theirs. Filter by Assigned to me to see your own queue, or Unassigned to find what nobody has picked up.
A simple working pattern: everything arrives unassigned, whoever picks it up assigns it to themselves, and reassignment happens only when it needs someone else.
Labels
Tag conversations with your own labels — refund, wholesale, complaint,
follow-up. Filter the list by label to work a category at a time, or to find every
conversation about a problem you are tracking.
Keep the set small. Twenty labels used inconsistently are worse than four used properly.
Private notes
Leave a note on a conversation and only your team sees it. The customer never does.
Notes are what stop the second person having to read the whole history: "Refund approved by Ravi, awaiting bank details", "Escalated — do not send the standard reply".
Open and closed
Mark a conversation closed when it is dealt with. It leaves the default view and comes back automatically if the customer writes again. Without this discipline the inbox stops meaning anything within a week.
Practical setup
- Owner — you.
- Admin — whoever runs campaigns and templates.
- Agent — everyone who only answers customers.
Then: unassigned is the shared queue, assigned is someone's responsibility, closed is done.
If something goes wrong
- A colleague sees a smaller menu than you. They are an Agent. Intended.
- The invitation never arrived. Check their spam. Resend from Team.
- Two people replied to the same customer. Assignment is not enforced, it is a signal. Agree that you assign to yourself before answering.
- A former employee still has access. Remove them from Team — it takes effect immediately.
- An Agent needs to see analytics. Make them an Admin. There is no middle setting.