Daily operations
Team, roles and permissions
Invite teammates, manage seats, understand the seven role presets and permission families, put members on hold, and organise people into teams.
Last updated: 2026-09-29
The Team page is where admins invite people, manage seats and see how each teammate is doing. Access is controlled by roles, and each role is a preset bundle of fine-grained permissions.
Open the Team page#
Open Settings, then People, then Team. You need permission to view or manage the team, and the workspace needs the Inbox plan or higher. On Sandbox the page asks you to choose a plan. Sandbox includes a single seat.
The page has two tabs, Members and Performance. Performance charts show conversations closed per agent and average first response time. Numbers only include conversations from the point Sela started recording who replied.
The seven role presets#
| Role | Intended for | What it can do |
|---|---|---|
| Owner | The person who created the workspace | Everything |
| Admin | Trusted administrators | Everything |
| Manager | Team leads and supervisors | Almost everything operational: inbox, contacts including merge and reveal, boards, files, approvals (decide), customer billing, reports and exports, automations, settings. No member management, and no workspace export or offboarding. |
| Agent | Front-line staff | Reply, assign and close conversations, edit contacts (masked), create and update jobs, tasks, appointments, files, request approvals, view automations |
| Designer | Staff who build or prepare work | Like agent, but no appointments management and no job creation |
| Finance | Accounts and billing staff | Read conversations (no replying), edit companies, read and manage customer billing, reports (read, export, schedule) |
| Viewer | Auditors, stakeholders | Read-only across conversations, contacts (masked), jobs, boards, tasks, appointments, files, billing, reports and automations |
Owner and admin always have every permission. Inside a branch of a business account there is one more role, branch admin, with all workspace permissions except exporting or offboarding the workspace and managing billing.
Permission families#
There are 56 permissions in 20 families. The role table above is built from these.
| Family | What it covers |
|---|---|
| Inbox | Read, reply, assign and close conversations |
| Collaboration | Internal notes and comments |
| Activity and notifications | Activity feed, notification reading and management |
| Contacts | Read (masked), edit, merge, reveal full details, export |
| Companies | Read, edit, merge |
| Flows | Read, send and assign forms |
| Work items | Read, create, update, override stage rules |
| Boards | Read and manage boards |
| Customization | Custom fields and workspace layouts |
| Tasks and reminders | Tasks, reminders |
| Appointments | Read and manage |
| Files | Read, write, delete |
| Approvals | Request, decide, enter offline decisions |
| Billing | Read and manage customer billing (quotes, invoices, receipts) |
| Dispatch | Manage dispatch |
| Reports | Read, export, schedule |
| Automations | Read and manage |
| Team | View teams, manage teams, manage members, suspend members, manage availability |
| Lifecycle | Export the workspace, offboard it |
| Settings | Change workspace settings |
Masked contacts. Roles without the reveal permission see phone numbers and emails partly hidden. Only owner, admin and manager can reveal them. Only owner and admin can export contacts.
Invite a teammate#
- Open Settings, then People, then Team.
- Choose Invite teammate.
- Enter the Email address.
- Pick Member or Admin. Admins can manage users and settings. Members work with the features their permissions allow.
- Choose Send invite.
The invitation is sent by email. Until it is accepted, it appears under Pending invites, where you can Revoke it. Only organization admins can invite. Joining an existing workspace never creates a new workspace or a new trial.
If the email address is invalid, or if there is no free seat, the invitation is not sent.
Seats#
The Team page shows "N of M seats used". Your seat limit comes from your plan and any extra seats you bought.
| Plan | Seats |
|---|---|
| Sandbox | 1 |
| Inbox | 2 included |
| Operations | 5 included |
| Scale | 15 included |
| Enterprise | Unlimited |
Extra seats are $5 per month each. See Plans and billing.
- Pending invitations count toward the limit.
- When all seats are used, the invite button is disabled and the page says "All seats are in use. Add seats in Billing to invite more teammates." Choose Manage capacity to buy seats.
- After a downgrade you may have more members than seats. Nobody is removed. New people just cannot join until you add seats. If someone is blocked when accepting an invite, the page notes it.
Change a role#
Select a member and open their edit dialog to change the role between Member and Admin. This updates their organization role. You also set Max chats there, the number of conversations the person can hold at once.
- You cannot demote yourself. Ask another admin.
- You cannot remove yourself from the organization.
- Fine-grained presets (manager, agent, designer, finance, viewer) are stored on the member's record. The Team page does not have a control for choosing them today. Ask Sela support to set a preset for a person.
- Owner and admin can never be granted by preset. They come from the person's organization role.
If a role or the member list looks wrong, use the resync members option, which refreshes the member list for your workspace.
Put a member on hold, or remove them#
- Put on hold ("Put on hold"): the person stays signed in and can still read everything but cannot reply or change anything. Their open conversations return to the queue. You must enter a reason of at least 3 characters, which is shown to the member and recorded in the audit trail. Use Resume access to restore permissions immediately.
- Remove from organization: removes the person from the workspace and releases their conversations. You cannot remove yourself.
Availability and load#
Members set their availability from the header. Assignment respects each person's Max chats, and the Members tab shows the current load against it. See Inbox and conversations.
Teams#
Separate from roles, Team settings (under Settings, then Workspace setup) lets you create named teams to group people, organize inboxes and route work. A team has a colour, a capacity and routing settings. Each member of a team is either a member or a lead. Archived teams can be restored.
Read-only workspaces#
Regardless of role, a workspace in its offboarding retention period, and a read-only or archived branch, accepts no changes. See Security and privacy.
Gotchas#
- Sela's internal operations tools are separate from your roles. No role you assign can reach them.
- In a business-account branch the Team page cannot invite or change members. Use the account's Members page. See Multiple branches.
- The mobile app follows the same permissions as the web dashboard. See Mobile app.
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