Team Management
Team Management
Supportly uses explicit workspace roles so operational authority stays clear. Owners and admins configure the workspace, agents handle customer work, and viewers retain read-only access for reporting or oversight.
Roles explained
| Role | Typical responsibilities | Key permissions |
|---|---|---|
| Owner | Workspace ownership and billing governance | Billing, deletion, API keys, team, AI, settings |
| Admin | Day-to-day operational administration | Team, ticket assignment, AI config, API keys, exports |
| Agent | Conversation and ticket handling | Respond to tickets, assign self, join live chat |
| Viewer | Reporting and read-only supervision | Dashboard visibility and exports only |
Keep admin access narrow. Anyone with authority to adjust AI behavior, widget presentation, or operator membership can materially change customer outcomes.
Invitation flow
- 1
Create the invitation
An owner or admin selects an email address and assigns a non-owner role before the invite is sent.
- 2
User accepts or declines
The invitee opens the invitation page, signs in with the matching email, and accepts or declines the invitation.
- 3
Membership is created
On acceptance, Supportly creates the workspace membership, updates invitation status, and can notify the workspace owner.
Invite payload
1{2 "email": "agent@example.com",3 "role": "agent"4}Permissions matrix
| Permission | Allowed roles |
|---|---|
| view_dashboard | owner, admin, agent, viewer |
| respond_tickets | owner, admin, agent |
| assign_tickets | owner, admin |
| assign_self | owner, admin, agent |
| configure_ai | owner, admin |
| manage_team | owner, admin |
| manage_billing | owner |
| manage_api_keys | owner, admin |
| export_reports | owner, admin, viewer |
Operational recommendation
Review memberships during every staffing change. Remove stale access promptly so assignment, notifications, and audit expectations remain accurate.