Teammates & Roles
Manage who has access to your workspace, assign roles with specific permissions, and create custom roles tailored to your team structure.
Overview#
Every Respondo workspace is an organization where team members collaborate on conversations, manage AI agents, and handle customer support. Teammates are the people who have access to your workspace.
Invite & Manage
Invite teammates via email, assign roles on invite, and manage active members from one place.
Built-in Roles
4 default roles — Owner, Admin, Agent, and Member — covering most team structures out of the box.
Custom Roles
Create roles with fine-grained permissions for specific team needs — like read-only analysts or channel managers.
Inviting Teammates#
To invite a new teammate, go to Settings → People → Members & roles and click Invite teammate.
| Step | Description |
|---|---|
| 1. Enter email | Type the email address of the person you want to invite. |
| 2. Select role | Choose from built-in or custom roles. This determines what the person can see and do. |
| 3. Assign teams (optional) | Pick the inbox teams the invitee should join; they enter those teams' escalation rotation as soon as they accept. |
| 4. Send invite | An email with a unique invitation link is sent. The link expires after 7 days. |
| 5. Accept invite | The invitee clicks the link, creates a password, and joins the workspace. |
You can also copy the invite link directly and share it manually (e.g. via Slack). Pending invitations can be resent or cancelled from the Invited tab. Resending a pending invite lets you update its role and teams before it is accepted.
Roles & Permissions#
Respondo comes with 4 built-in roles. Each role has a predefined set of permissions that control access to features across the workspace.
Full access to everything. Can manage billing, delete workspace, and transfer ownership. Cannot be removed.
Full access to all features by default, including billing and organization settings — everything except deleting the workspace or transferring ownership. Can invite teammates, manage roles, configure AI agents, and view analytics. An Owner can tighten Admin permissions in the permissions matrix (Roles tab → Manage permissions).
Can view and respond to conversations, use the Inbox, and access the knowledge base. Cannot change settings, manage teammates, or configure AI agents.
Read-only access. Can view conversations and reports but cannot reply or modify any data. Ideal for stakeholders who need visibility without operational access.
Roles can be changed at any time by an Owner or Admin from the Teammates tab.
When a teammate is removed, their open and snoozed conversations are automatically redistributed to the remaining teammates using the agent's assignment settings (round-robin). If no eligible teammate is available, those conversations move to the Needs human queue as unassigned, so nothing disappears from the inbox. Resolved conversations keep the removed teammate as the historical assignee. The removed teammate is also taken out of all teams in the workspace.
Custom Roles#
For more granular control, create custom roles with specific permissions. Go to Settings → People → Members & roles → Roles tab → Manage permissions.
The permission matrix organizes permissions into groups:
| Group | Controls access to |
|---|---|
| Conversations | Viewing, replying, assigning, resolving, and managing conversations |
| Knowledge | Managing knowledge base articles, custom answers, and AI training data |
| AI Agents | Creating, configuring, and deleting AI agents |
| Channels | Managing communication channels (widget, email, integrations) |
| Apps | Installing and configuring apps, running app actions from conversations, and financial actions like refunds |
| Improve | AI insights, knowledge gaps, guidance rules, and custom answers |
| Analytics | Viewing the Reports section and dashboards |
| Contacts | Viewing and managing the contact directory (CRM) |
| Outbound | Viewing, creating, and running outbound campaigns and series |
| Team | Inviting teammates, changing roles, and removing members |
| Organization | Workspace name, timezone, and global workspace settings |
| Tags | Creating, editing, and deleting conversation tags |
| Macros | Using and managing saved replies |
| Workflows | Viewing and managing automations that reply, route, and close conversations |
| Settings | Office hours, multilingual settings, and workspace-level configuration |
To create a custom role, click Create Role on the Roles tab. Give it a name and description, then toggle individual permissions in the permission matrix. You can also use Reset to Defaults to revert all role permissions back to the factory settings.
Activity Logs#
The Activity Logs tab provides a chronological record of teammate actions within the workspace — who did what and when. This is useful for auditing changes and tracking team activity.