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Managing Members

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

Understanding Member roles
Compare the built-in roles for colleagues, external users, and system access. Read the transcript

The Add member button on the Members list opens a choice of two actions. They differ in one thing: whether the person can sign in.

  • Add a contact 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 a teammate grants a person access to the workspace (see Inviting Members).

Adding Members​

  1. Go to Members
  2. Click Add member, then Add a contact
  3. Fill in their details:
FieldWhat It's For
NameTheir full name
Date of BirthBirth date for identity checks and age/date filters
EmailOptional — only needed if they'll log in or receive email notifications
PhoneFor SMS and voice calls
RoleWhat they can access
External IDLink 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, click Add member, then Invite a teammate
  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.

Verified phone numbers​

When you edit a member's phone number directly (rather than inviting them to change it), you'll see a Verified badge next to it once the member has proven they hold that number. The only way to earn the badge is a confirmation text: click Send confirmation text on the member's edit form and have them reply. Adding or importing a phone number does not mark it Verified by itself — verification always requires that reply.

Team vs. Customers​

TypeWho They Are
Team MembersYour staff. They log in, manage workflows, handle escalations.
External ContactsYour 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. See Using CEL Expressions for a workflow example and the Developer CEL reference for context-specific paths.

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 Pending resolutions.
  • 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

For developers​