Adding Team Members and Roles

Adding Team Members to HelpKit

Collaborate with your entire support team by inviting members to your HelpKit workspace. Each member gets their own login with role-based access control.

Inviting Team Members

1.Go to Settings → Team → Members

2.Click + Invite Member

3.Enter their email address

4.Select their Role

5.Optionally, assign them to specific Teams (e.g., Sales, Support, Billing)

6.Click Send Invite

The invitee receives an email with a secure link to set their password and join the workspace.

Available Roles

| Role | Permissions | |------|-------------| | Owner | Full access, billing, delete workspace | | Admin | All settings, team management, no billing | | Supervisor | View all conversations, reports, manage agents | | Agent | Handle assigned conversations, limited settings | | Viewer | Read-only access to conversations and reports |

Custom Roles (Business Plan)

Create custom roles with granular permissions:

•Go to Settings → Team → Roles → New Role

•Toggle individual permissions: view contacts, send campaigns, access analytics, etc.

Managing Teams

Group agents into teams for routing and reporting:

1.Go to Settings → Team → Teams → New Team

2.Name the team (e.g., "Tier 1 Support", "Sales India")

3.Add team members

4.Set working hours for this team

5.Configure auto-assignment rules (round-robin, load balancing)

Deactivating a Member

If a team member leaves:

1.Go to Settings → Team → Members

2.Find the member and click ⋮ → Deactivate

3.Their open conversations will be reassigned to unassigned or a specific agent

Deactivated members lose all access immediately but their conversation history is preserved.