Team, account and security

The four roles

Every person has exactly one role in a workspace:

• Owner – may do everything, including billing, changing roles, transferring and deleting the workspace. A workspace has exactly one owner.
• Admin – sets things up: creating and changing projects, inviting and removing team members, integrations, API keys, workspace settings. No billing, no role changes.
• Member – works in the desk: reading, replying to, assigning and closing conversations. Sees projects and reports, but changes no settings.
• Viewer – sees conversations, projects and reports, but cannot reply to or change anything.

Anyone who may not change something sees the fields greyed out. Menu items a role may not use do not appear at all.

Narrowing rights

Under Team, Role rights section (“What members and viewers may do”), owners and admins can take individual rights away from members and viewers: read conversations, reply, assign, close, see projects, see the team list. Additional rights cannot be granted there.

Restricting to projects

In the team list you choose per person under Projects between All projects and Only these projects. A restricted person only sees the selected projects, their conversations and reports. This is meant above all for agencies that assign staff to individual clients.

For restricted people the following also applies:

• A restricted member cannot create projects.
• A restricted admin manages neither the workspace nor security, audit log, API keys or integrations.
• The owner is never restricted.

Inviting colleagues

Under Team (/app/team, owners and admins) you enter an email address and a role at Invite somebody (Admin, Member or Viewer; the default is Viewer) and click Invite. The invitation goes out by email; you also see the link once to copy it.

• An invitation is valid for 7 days. A new invitation to the same address replaces the old one. You can Revoke open invitations.
• Open invitations already take up a seat. If all the seats of your plan are taken, the invitation is refused.
• The invited person opens the link and clicks Accept invitation. To do so they must be signed in with exactly the invited address or create an account with it.

In the Members list you see name, role, since when someone has been a member, when they last signed in and which projects they work on. Only the owner changes roles; the selection saves immediately. Owners and admins may Remove people, but nobody can remove the owner.

Which languages and skills someone has and whether they get conversations automatically you set in the desk automation (see The agent desk).

Workspaces

Under Workspace (/app/workspace, owners and admins) the workspace has four tabs.

General – name, plan, when it was created, what hangs on it (projects, members, API keys), and the Company logo: PNG, JPEG or WebP up to 1 MB. It appears in the side menu for all members; without a logo, initials are shown there.

Data export – under Take your data with you you download everything per project as JSON or as CSV in a ZIP file. Credentials such as API keys, integration access and invitation links are not included; the file says what is missing.

Ownership (owner only) – with Offer transfer you hand the workspace over to a person who is already on the team. The link appears once and is valid for 7 days; you can revoke the offer. If the person accepts, they become owner and you stay on as admin. A running subscription stays with the previous payer until it is switched over under Billing. The new owner needs room for another workspace in their plan.

Delete (owner only) – you type in the workspace's name and click Request deletion. After that a period of 30 days applies, during which everything keeps running and you can revoke the request with one click. After that it is deleted for good. This is not possible while a paid subscription is running.

Several workspaces

At the top of the account you switch between your workspaces via Workspace. The choice applies to this browser window. With + New workspace you create another one; how many you can have depends on the plan of your workspaces. Whoever creates it becomes the owner.

Your personal account

Under Account (/app/settings) are your own settings, independent of any workspace:

• Profile – display name (visitors see it in the chat), first and last name, email address. You confirm a new address via a link sent to the new address; until then the old one applies. After that your other devices are signed out.
• Sign-in & security – change password (other devices are signed out), two-factor sign-in, and the list of your Devices with Sign out per device and Sign out everywhere else.
• Appearance & language – language of the account (German, English, Polish) and colour scheme (System, Light, Dark).
• Notifications – which team mails you get (see Availability, callbacks and notifications).
• Data – Download my account data as JSON and, for owners and admins, the way to the workspace export.
• Delete account – see below.

Signing in and staying signed in

• After 5 wrong passwords the account is locked for 15 minutes. A wrong address and a wrong password give the same message, so that nobody can find out who has an account.
• A sign-in is valid for 14 days and is extended with every use; with Stay signed in, 60 days.
• Forgot your password? sends a link that is valid for 60 minutes. A new password ends all open sessions.

Two-factor sign-in

Under Sign-in & security, click Set up at Two-factor sign-in, scan the QR code with an authenticator app (or type in the secret) and enter a code from the app. You then get 10 recovery codes. They are shown only once; keep them separate from your phone.

From then on the account asks for a code at every sign-in. You can only switch two-factor sign-in off with your password and a code. It cannot be made mandatory for individual workspaces; single sign-on is there for that.

Deleting your account

With your password (and, if two-factor sign-in is active, a code) you delete your account. It is locked immediately and deleted after 30 days. Workspaces in which you are alone are deleted along with it; you are removed from all others immediately. If you are the owner of a workspace with other members, or a paid subscription is running, you have to sort that out first (transfer or cancel). Within the period only support can restore the account, and memberships do not come back.

Security in the workspace

Under Security (/app/security) owners and admins see the security settings; only the owner may change them.

Single sign-on

On the Agency plan your team signs in through your identity provider (OpenID Connect, for example Entra ID, Google, Okta or Keycloak). You enter the issuer, client ID and client secret, check with Save and test and switch it on. In addition:

• Email domains – with a DNS record you confirm which domains belong to you (up to 20). People from confirmed domains can be created automatically at their first sign-in, with the role you set for new members, or mapped by group (“group = admin/member/viewer”).
• Make SSO required – after that, people from confirmed domains can only sign in via SSO. The owner keeps their password as emergency access. The sessions of those affected are ended when it is switched on.

Your team then signs in under Sign in with single sign-on with their business email address.

Agents in reports

Here you decide whether agents appear in reports With names, Pseudonymised (Agent A, Agent B …) or not individually at all.

Audit log

The Audit log tab (/app/audit) shows who changed what in the workspace and when, with filters by period, area and person, and as a CSV export. Every export is itself logged. Only the owner sees entries about billing. How long the log is kept you set under Audit log retention: until the workspace is deleted, or 90, 180, 365 or 730 days.

Who read which conversation is not shown here, but in the read log (see Reports).

Feedback to us

At the top of every page in the account is the Send feedback button. Choose Bug, Idea, Praise or Other and write to us. The current page, browser and language are sent along.