All docs Inbox and team
Team, roles and invitations
Invite teammates, what Owners, Admins and Agents can do, seats, team load and inbox settings.
Settings → Members (Owners and Admins).
Roles
| Can… | Owner | Admin | Agent |
|---|---|---|---|
| Read, reply to and assign conversations | ✓ | ✓ | ✓ |
| Manage stores, widget, channels, saved replies, notifications, data & privacy | ✓ | ✓ | – |
| Manage knowledge | ✓ | ✓ | – |
| Configure Kalfa AI (workflows, handoff, Playground) | ✓ | ✓ | – |
| See analytics and the Billing page, flag resolutions | ✓ | ✓ | – |
| Invite and manage members | ✓ | ✓ | – |
| Approve order actions | ✓ | ✓ | – |
| Manage billing (plan, payment, overage) | ✓ | – | – |
The person who creates the organization is the Owner. Invitations can grant Admin or Agent. To remove a member or change a role, contact us.
Inviting a teammate
Under Invite a teammate, enter the email address, choose Agent (default) or Admin and click Send invitation. A share link is shown too.
- Invitations expire after 7 days; Pending invitations lists them with Revoke.
- The person must sign in with the invited email address.
- A free seat is needed to accept. Seats per plan are on Plans and billing; you can add extra seats when you choose a card-paid plan.
Team load
Handoffs are assigned round-robin to online agents holding fewer conversations than Conversations per agent (1–50, default 5). The table shows each member's presence and assigned conversations. Agents at the limit are skipped by automatic assignment but can still take conversations.
Inbox settings
| Setting | What it does |
|---|---|
| First-response target (minutes) | 1–10,080. Shows how long customers have waited for a person: amber from 75% of the target, red past it. Empty = off. |
| Show what customers are typing | While a person handles the chat, agents see the customer's message before it is sent (numbers that look like codes are hidden; nothing is stored). Mention this in your privacy notice before turning it on. Off by default. |