Users and roles
Tenant administrators manage users in Settings > Users. Users determine who can sign in, what they can access, and whether they can receive routed work.Prerequisites
You need an administrator or owner role that allows user management.User directory
The user directory lists tenant users and their access state. From this area, administrators can:- Invite new users.
- Edit user details.
- Assign one or more roles.
- Activate or disable users.
- Review pending invitations.
- Manage routing-related user properties such as language capabilities.
Common roles
Roles determine what a user can see and do.| Role | Typical use |
|---|---|
| Owner | Full tenant control, including users, channels, routing, and AI configuration. |
| Admin | Operational administration, user management, routing configuration, and AI Assistant management. |
| Team lead | Team operations, queue supervision, assignment, and team-level management. |
| Agent | Handles routed conversations and assigned customer work. |
| User | Works with supporting workflows but does not necessarily process routed conversations. |
| Viewer | Read-only access for oversight and reporting. |
Invite a user
To invite a user:- Open Settings > Users.
- Select the invite action.
- Enter the user’s email and profile details.
- Choose the roles the user should have.
- Send the invitation.
Activate or disable access
Use active and disabled states to control whether a user can participate in the tenant. Disabling a user should prevent normal tenant access and routing participation. It does not delete historical audit or conversation records.Configure routing readiness
Agent routing has two layers:- Tenant user access controls whether the person can use CXP.
- Agent state controls whether an agent can receive routed work now.