Inviting your team and roles
People join your organization in two ways: as members, who take a seat and get a role, or as guests, who get view-and-ask access to specific agents and projects. Both are managed under Settings → People.
Invite a member
You need the Owner or Admin role, or a custom role that can invite members.
Go to Settings → People → Members.
Choose Invite member.
Enter their email, first name, and last name.
Pick a role (see below).
Under Setup, choose Send 24-hour invite or Create confirmed account. The invite link expires after 24 hours; you can resend it from the member's row. A confirmed account is created right away: Records Labs sets a temporary password and sends the person a setup email.
If you chose a confirmed account, leave Require password reset on next login on unless you have a reason not to.
Choose Send invite or Create account.
The row shows Pending invite until the person signs in, and Invite expired if the link lapsed. Use Resend invite or Cancel invite from the row.
The built-in roles
Role | What it can do |
|---|---|
Owner | Full control: people, billing, security, and deleting or transferring the organization. |
Admin | Manage people, sources, agents, and settings. Day-to-day billing. |
Editor | Create, edit, and publish knowledge. Approve the review queue. See Access & policy. Cannot open Agents or work the Help Desk inbox. |
Contributor | Add sources and draft notes, then submit for review. Cannot publish. |
Support | Work the Help Desk inbox and see support reports. Cannot add or edit knowledge. |
User | Ask questions and read shared knowledge. See their own usage. |
Everyone, whatever their role, can ask questions, use the agents assigned to them, and see My usage in Analytics.
The Role picker offers Admin, Editor, Contributor, Support, and User. Owner is not in the picker; it belongs to the person who set up the organization.
You can also build custom roles that start from one of these and switch individual capabilities on or off. See Roles and capabilities.
Change someone's role
Go to Settings → People → Members.
Find the person. Search by name or email, or use the filter (for example Admins, Owners, or Pending setup).
Use the role picker on their row, or click the row to open their details and change it there.
Roles above your own authority are shown read-only.
Remove someone
From the member's row, Remove member deactivates them. They lose access immediately, and the row stays as a Removed entry so their history is kept and the account can be reactivated later. To take someone off the list for good, choose Delete permanently on that Removed entry; use it only when you must.
Seats
Each plan includes a number of full seats: Team 10, Connect 25, Operate 50, Scale 100. Guests do not use a seat. When all seats are in use, the invite is blocked with a message telling you what to do next. You can add seats at $25 per seat per month from Settings → Plan & Usage up to your plan's hard maximum (Team 15, Connect 30, Operate 75, Scale 200), or move to the next plan. An added seat grants permissions; it does not add credits.
Default role for new members
Settings → Roles & Permissions has a Default role for new members setting. It applies to people who join on their own with a company email address and to access requests you approve on the Requests tab. When you invite someone, you pick their role in the invite form. Each single sign-on connection sets its own Role for new members.
Invite a guest
Guests are for people outside your company, such as a vendor, auditor, or client, who need to ask questions against a specific agent or project.
Go to Settings → People → Guests.
Choose Invite a guest.
Enter their email and, optionally, their company. Pick a relationship: Vendor, Partner, Contractor, Client, or Auditor.
Choose when access expires: No expiry, 30 days, or 90 days.
Pick at least one agent or project they can reach.
Choose Invite guest.
Guests can read and ask, never edit or connect data. They see only what you grant, sensitivity rules still apply, and every action is logged. Each plan includes a fixed number of guests. See Guests.
Access requests
The Requests tab lists people waiting on a decision to join your organization. Approve or deny each one there.
Teams
The Teams tab lets you group members for sharing and agent access. A member can be in several teams. See Teams.