# People

People is where you manage everyone in your workspace — both the humans and the AI. Your team members, your customers, and your AI agents all live here, each with their own role and capabilities.

## [Members](https://docs.gravityrail.com/user-guide/people/members.md)[​](#members "Direct link to members")

The humans in your workspace — both your team and your contacts.

* Add members manually, invite by email, or let them sign up through your sites
* **Team members** get admin-level roles and log into the workspace to manage things
* **External contacts** interact through channels and have limited-access roles
* Manage credentials, labels, archiving, and merge duplicates

## [Anonymous & Test Members](https://docs.gravityrail.com/user-guide/people/anonymous-and-test-members.md)[​](#anonymous--test-members "Direct link to anonymous--test-members")

Special member types that live alongside your real contacts.

* **Anonymous members** are created automatically from unknown callers and texters — review them in the Anonymous tab, resolve to a real member, or expire them
* **Test members** are sandbox accounts for QA, demos, training, and load testing — they can't log in and aren't billed
* Both types are workspace-local, never sync to a global Account, and never count toward billing

## [Importing Members](https://docs.gravityrail.com/user-guide/people/importing-members.md)[​](#importing-members "Direct link to importing-members")

Add members in bulk from a CSV file or via the API.

* Upload a CSV with emails, phones, names, labels, and form data
* Existing members are updated; new rows create new members
* Track progress and troubleshoot validation errors
* Best practices for large imports and recurring syncs

## [Experiments (A/B Testing)](https://docs.gravityrail.com/user-guide/automation/experiments.md)[​](#experiments-ab-testing "Direct link to experiments-ab-testing")

Compare control and variant experiences for members with weighted assignment and CEL branching. Member profile **Experiments** tab shows group assignments; member filters can target assigned or unassigned cohorts.

## [Roles & Permissions](https://docs.gravityrail.com/user-guide/people/roles.md)[​](#roles--permissions "Direct link to roles--permissions")

Define what each member can do with granular, layered permissions.

* **Admin access**: Can they log into the admin interface?
* **Workspace management**: Can they edit workspace-level settings?
* **Feature permissions**: Granular control (Use, Edit, Create, Admin) over chats, workflows, data, files, and more
* **Workflow access**: Restrict which workflows each role can participate in
* **Inbox permissions**: Control who can read and send emails per inbox

## [Agents](https://docs.gravityrail.com/user-guide/people/agents.md)[​](#agents "Direct link to agents")

AI team members that handle conversations and complete tasks 24/7.

* Configure personality through bios, model selection, and voice settings
* Assign to workflows at the workflow or task level
* Out of the box: converse, collect data, follow workflows, escalate to humans
* With abilities: web search, calendar booking, file access, data queries, phone controls, custom tools, supervisor escalation
* Test in web chat, then deploy across phone, SMS, email, and messaging platforms

## [Live Operator Mode](https://docs.gravityrail.com/user-guide/people/operator-mode.md)[​](#live-operator-mode "Direct link to live-operator-mode")

Let human operators handle conversations in real time alongside AI.

* Create **operator groups** to organize team members by workflow expertise
* Operators **go live** to signal availability and receive routed interactions
* Real-time **presence tracking** shows who's live and what they're handling
* When no operators are available, AI handles interactions automatically
* Requires the **Operators** feature flag

## [Qualifications](https://docs.gravityrail.com/user-guide/people/qualifications.md)[​](#qualifications "Direct link to qualifications")

Verify that members are competent to handle specific workflows before routing real interactions.

* Define **requirements** — knowledge questions or simulated chat scenarios
* Grade with **Formula criteria** (CEL auto-evaluation) and **AI Evaluation criteria** (LLM evaluation)
* Members progress: enrolled → submitted → provisional → qualified
* **Auto-advance** promotes members when all requirements pass
* Admin review ensures real-world readiness before full qualification

## [Member Filters](https://docs.gravityrail.com/user-guide/people/member-filters.md)[​](#member-filters "Direct link to member-filters")

Target specific groups of members based on labels, data fields, activity, and more.

* Build filters to segment members for campaigns, reports, and automations
* Combine multiple conditions with AND/OR logic
* Filter by notification preferences, labels, form data, and engagement

## [Escalation & Human Handoff](https://docs.gravityrail.com/user-guide/people/escalation.md)[​](#escalation--human-handoff "Direct link to escalation--human-handoff")

Route conversations to human agents when the AI needs help.

* Configure triggers, notification routing, and business hours
* Set up notification rules to alert team members via SMS, email, or voice
* Customize messages for during and after business hours

## [Notification Preferences](https://docs.gravityrail.com/user-guide/people/notification-preferences.md)[​](#notification-preferences "Direct link to notification-preferences")

Control how individual members receive notifications — SMS, email, and voice.

* Enable or disable notification channels per member
* Notifications only send when both the rule and the member's preference allow it
* Manage via the member form, the API, or CSV import