Manage Your Team
Give each person an individual identity, the minimum access required for their responsibilities and a clear operating handoff when those responsibilities change.
Choose access by responsibility—not convenience
Team management gives each person an individual identity and an appropriate level of access. Available seats, role names and permission controls depend on the account configuration. Verify the actual permission summary, invite the correct business email, test the assigned role and review every related queue or integration responsibility.
Start with the work the person must perform
Role titles are shortcuts, not proof of access. Common patterns include an administrator who manages configuration, an operator who handles daily conversations and a viewer who reviews information. The names and boundaries available in your account can differ.
Configure and govern
May require broader access to account settings, people, integrations or protected operational controls.
Reserve for people who own those decisions.Run daily work
May need conversations, contacts, assignments, notes and selected workflow controls without broad account administration.
Match access to the actual operating queue.Review without changing
May need visibility into approved information without permissions to configure, export, delete or connect systems.
Read-only access should remain truly limited.Separate account access from operational ownership
A teammate can have permission to open a conversation without owning its response. Likewise, an assignment does not prove that the person reviewed the message, paused the AI Agent or completed a handoff.
Approved settings, security and team controls.
Change approval, recovery coverage and protected-action ownership.
Relevant conversations, contacts and permitted reply controls.
Queue, response expectation, absence coverage and escalation path.
Approved testing and configuration areas required for the role.
Who can approve live changes and who must retest them.
Only the events and information needed for assigned work.
Which alert requires action and which queue remains the fallback.
Export controls only when the person owns an approved data task.
Purpose, scope, recipient, storage and retention authorization.
Only the channels, calendars or integrations required.
External authorization owner, rotation and offboarding steps.
Verify the recipient, account and role before sending
Use the person's controlled business email, select the approved role and confirm the active ConvoRev account. Invitations should be accepted by the named recipient through their own identity; they should not be forwarded or shared.
Named person and responsibility
Business email and account
Role and permissions
One controlled invitation
Recipient's own sign-in
Required work and boundaries
- Confirm the responsibility.State the account, tasks, queues and decisions the person will own.
- Verify the recipient.Check the exact business email and identity before entering it.
- Review the permission summary.Confirm required access and remove permissions unrelated to the role.
- Send the invitation once.Record the intended recipient and remove unneeded duplicates or expired invitations.
- Require an individual sign-in.Never give the new member another person's password or recovery material.
- Test the role.Verify the required task succeeds and unrelated settings or data remain inaccessible.
Adjust permissions and responsibilities together
Role changes can affect settings, conversation queues, notification recipients and connected-system ownership. Capture the earlier responsibility, define the new one and test the resulting access before the person resumes normal work.
Use when responsibilities continue but the person needs more or less access. Review custom permission overrides and retest.
Use an available temporary inactive state when access should stop while the membership record is preserved. Reassign work first.
Use when account membership should end. Confirm open work, external access and retained data have been addressed.
Reassign work before ending access
A safe offboarding process prevents conversations, tasks and connected systems from becoming unowned. Identify every operational responsibility before changing the member's status.
- Inventory responsibilities.List conversations, tasks, appointments, approvals, notifications and connected-system ownership.
- Choose replacement owners.Confirm each new owner has the access and capacity to perform the work.
- Reassign open work.Move conversations, tasks and operational follow-up before the earlier owner loses access.
- Update alerts and integrations.Change notification recipients and review separate external authorizations.
- Recover protected information.Secure approved business records and remove unnecessary exported or working copies.
- Change the member status.Suspend or remove the person according to the approved decision.
- Verify the result.Confirm the former access is no longer usable and the replacement owners receive the right work.
Confirm the active account before every sensitive action
A person with access to more than one permitted account may be able to switch between them. Similar business names, several open tabs and cached context can make a correct action occur in the wrong workspace.
Confirm identity and customer context
Check the active account name, channel, conversation and contact before reading private information or sending a response.
Confirm workspace and expected impact
Check the account, current value, approved change and dependent workflows before saving.
Confirm account and authorization
Verify the request belongs to the active workspace and the recipient may receive that account's data.
Verify the result in the same account
Confirm the change, reply, assignment or export completed where intended and record the outcome.
Define the pool, coverage and fallback
When automatic distribution is enabled, eligible new contacts can be spread across active members in the assignment pool. The exact controls depend on the account configuration.
Eligible contact enters the pool
The configured rule selects from participating active members. Membership, availability and scope must remain current.
A person still needs to review and act
Assignment does not prove the conversation was read, the AI Agent was paused or the required follow-up was completed.
Which active members should receive eligible new work.
Former, absent or untrained members are not included unintentionally.
Which contacts, channels or conditions enter distribution.
Test cases route into and around the pool as expected.
How leave, schedules or unavailable members are handled.
No new work waits with a person who cannot respond.
Who monitors unassigned, failed or human-attention conversations.
The queue is reviewed even if an alert is delayed.
Which assignment events reach which owner.
A representative event reaches the right destination without unnecessary noise.
See Assign Conversations for individual, bulk and automatic queue ownership guidance.
Review access when people or systems change
Verify identity, role, required queues, security setup and training before normal work begins.
Adjust permissions, assignments, alerts and connected-system ownership as one controlled change.
Reassign work, preserve approved business records and remove both ConvoRev and external access promptly.
Confirm administrators, minimum permissions, operational owner, alert coverage and recovery path.
Review sessions, team members, invitations and configuration changes; escalate suspected access concerns.
Confirm every member, pending invitation, role and external ownership still serves a current purpose.
Diagnose identity, scope and ownership separately
Exact email, active account, pending invitation status and recipient filtering.
Verify the address before resending; remove duplicate or incorrect invitations.
Pending or accepted status and whether account access was created.
Revoke or remove access where available and contact ConvoRev if acceptance is possible.
Active account, actual permission summary, required queue and whether the task belongs to an external system.
Add only the missing approved permission, then retest the exact task.
Role, custom overrides, account switching and external authorizations.
Reduce access promptly, preserve safe evidence and review whether private data was exposed.
Pool participation, member availability, notifications and fallback queue ownership.
Reassign urgent work and correct the coverage rule; do not assume assignment equals review.
Channel, calendar, identity-provider and integration authorizations outside ConvoRev.
Revoke access in each originating system and verify the replacement owner.
Team management FAQs
Which role should I choose?
Start with the person's responsibilities and review the actual permission summary shown in the account. Choose the least access that supports the required tasks, then test both the intended work and important boundaries.
Can two people share one login?
No. Invite each person separately. Individual identities improve security, accountability, access review and offboarding.
Does assigning a conversation mean the person has reviewed it?
No. Assignment establishes intended ownership. Your operating process must still define notification, response expectation, absence coverage and completion.
Should I suspend or remove a member?
Use an available temporary inactive state when access should stop while the membership record is preserved. Remove membership when it should end. In either case, reassign work and review external access first.
Why can a teammate access more than one account?
Their identity may have approved membership in several workspaces. They should confirm the active account before viewing customer data, replying, changing settings or exporting information.
Does removing a teammate disconnect their external accounts?
Not necessarily. Channels, calendars, identity providers and integrations can use separate authorizations. Review and revoke access in each originating system.
Send the account, person and expected responsibility
Include the ConvoRev account, team member's business email, intended role, required task, expected result, observed result and checks completed. Do not send passwords, recovery codes or unnecessary customer information.