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Organization

Teams and roles

Teams are for inbox routing (assign a chat to a team). Roles and CRM module permissions control who can view contacts, deals, billing, and so on.

In the app: Settings → Users

Teams

  1. Open Settings → Users → Teams.
  2. Create a team and add members. You can nest teams if your org uses a hierarchy.
  3. Use that team in Inbox assign and in workflow handoff steps.

Roles and CRM permissions

  1. Open Settings → Users → Roles.
  2. Create or edit a role. Toggle CRM modules (contacts, accounts, deals, appointments) and actions (view, export).
  3. Assign the role to members on the Members tab.