Managing Members

Members are the humans in your workspace - both your team and your customers.

Add and Invite are separate actions with separate buttons on the Members list:

• Add creates a member record — a person you track and message. They don't get a login. Nothing is required except what you want to store, so you can add a record with just a name.
• Invite grants a person access to the workspace (see Inviting Members).

Adding Members

1. Go to Members
2. Click Add
3. Fill in their details:

Field	What It's For
Name	Their full name
Date of Birth	Birth date for identity checks and age/date filters
Email	Optional — only needed if they'll log in or receive email notifications
Phone	For SMS and voice calls
Role	What they can access
External ID	Link to your other systems

Email and SMS/voice notifications are off by default for a new record, so you can add someone without an email address. Turn them on once you've added contact details.

Inviting Members

For users who need to log in and access the workspace:

1. Go to Members (or the Invitations tab) and click Invite
2. Start typing a name, email, or phone — matching organization members are suggested so you can grant an existing person access in one click
3. Or enter an email/phone and select a role to invite someone new
4. They receive an email with a link to join

If the person already has an account, the invite lets them own the member record; otherwise the record is created when they join. Invitations expire after 7 days — resend from the member's action menu if needed.

Public Workspaces: If your workspace allows join requests, users can request access from your site. Review requests in Settings → Invitations.

Managing Credentials

Admins can help members who lose access to their email or phone:

1. Find the member in Members
2. Click ⋮ → Change Email or Change Phone
3. Enter the new credential
4. Member receives a confirmation link at their current contact method
5. Once confirmed, the credential updates

This is safer than directly editing credentials—it ensures the member approves the change.

Team vs. Customers

Type	Who They Are
Team Members	Your staff. They log in, manage workflows, handle escalations.
External Contacts	Your customers. They interact through chats, forms, and sites.

The difference is in their role - team members get admin-style roles, customers get limited-access roles.

Labels

Labels are tags you attach to members to organize and filter them:

• "VIP", "New Customer", "Enterprise"
• Use labels in Actions to trigger automations
• Use labels in CEL conditions to control access

Anonymous & Test Members

Two special member types live alongside regular members:

• Anonymous members are created automatically when someone reaches your workspace from an unknown phone number or email (typically inbound calls or SMS). Review and resolve them from the Anonymous tab.
• Test members are sandbox accounts you create for QA, demos, training, or load testing. They can't log in and aren't counted toward billing.

See Anonymous & Test Members for the full resolution workflow, expiration steps, and test-member usage guide.

Experiment assignments

When your workspace uses Experiments (A/B Testing), open a Member profile → Experiments tab to see which Groups they belong to, when they were assigned, and how (lazy assignment from a CEL branch vs. future explicit tools).

Archiving Members

Archive members you no longer need but want to keep records for:

1. Click ⋮ on a member row → Archive
2. Archived members can't log in but their data is preserved
3. Unarchive anytime from the Archived filter