Add teammates and set permissions
Invite people into your company, assign roles, and understand what each role can do.
Step-by-step
- Step 1
Invite a teammate by email
On the team page, start a new invitation, enter the person's email address and pick the role they should have. Fahsai sends the invitation to that address.
Fields to fill in FahsaiemailroleTipYou can invite several people at once, but set the correct role while inviting so you do not have to fix it afterwards.Screenshot pendingInvite a teammate by email - Step 2
Have them accept the invitation
The invitee opens the email, follows the invitation link and sets their own password, after which they join your company automatically. Their status on the team page changes from pending to active.
Heads upInvitation links expire. If one has lapsed, send a fresh invitation from the team page.Screenshot pendingHave them accept the invitation - Step 3
Assign or change a role
Open the member list and change someone role at any time. The new role governs what that person sees and can do from their next session onward.
TipKeep at least two Admins so you are not locked out if one of them leaves or loses access.Screenshot pendingAssign or change a role - Step 4
Create your own role when the three defaults are not enough
If your team needs finer-grained access, create a new role and switch individual permissions on or off — for example a role that reads and replies but cannot assign cases, or one that sees reporting without seeing conversation content.
TipName roles after the actual job on the team, such as Shift lead or Quality, rather than something generic — it makes assigning them far less error-prone.Screenshot pendingCreate your own role when the three defaults are not enough - Step 5
Review access regularly
Go through the member list and their roles at least once a quarter. Remove people who have left, and lower the role of anyone whose responsibilities have changed.
Screenshot pendingReview access regularly
What each role can do
This table shows the three default roles. Note that “read your own and your team conversations” and “see every inbox” are separate permissions — only an Admin sees every inbox; Agents and Viewers see just the ones they have been given access to. Companies can also create their own roles and choose each permission individually, so treat this table as the defaults rather than a fixed limit.
| Admin | Agent | Viewer | |
|---|---|---|---|
| Read your own and your team conversations | Allowed | Allowed | Allowed |
| See every inbox | Allowed | Not allowed | Not allowed |
| Send messages | Allowed | Allowed | Not allowed |
| Claim a case | Allowed | Allowed | Not allowed |
| Assign a case | Allowed | Allowed | Not allowed |
| Manage channels | Allowed | Not allowed | Not allowed |
| Manage team and roles | Allowed | Not allowed | Not allowed |
| Manage the plan | Allowed | Not allowed | Not allowed |