Team and reps
Invite your team from the dashboard's Team page. An invitation is for one email address and one role, and lasts 7 days.
Roles
| Role | For |
|---|---|
| Owner | Everything, including billing and Twilio |
| Admin | Running the workspace: Twilio, numbers, reps and any API key |
| Supervisor | The Floor: monitor reps' calls, set rep states, move waiting calls |
| Developer | The integration: webhooks, logs, the Simulator and API keys within a limit |
| Viewer | Looking, not touching |
| Rep | Taking calls at the Desk |
A removed member loses access at once. Their API keys belong to the workspace and keep working until you revoke them.
Make someone a rep
Taking calls is separate from the role. Reps usually have the rep role, and owners, admins and supervisors can be enabled too. On Reps, an owner or admin presses Enable as rep and sets their skills.
Each enabled rep is a seat on your plan, whatever their role. Reps need the Team or Scale plan: Build has no seats.
Take a call
- Open Desk and press Go available.
- Allow the microphone. In test mode you don't need one.
- When a call rings, accept it. When it ends, pick a disposition.
The softphone is set up the first time it's needed. A rep can also use their own phone.
What to read next
- Queues and reps: send callers to reps from your flow.
- Supervision: the Floor, from your own tools.