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Manage your team

ChatNorris lets you work as a team. You can invite people from your company to access the portal and handle conversations, manage agents or manage settings.
The number of members you can invite depends on your plan. Free includes 1 seat, Standard 3 and Premium 8. In Settings → Members you see how many seats you’re using, and your plan’s limits in Billing & usage → Subscription.

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Available roles

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Invite a member

1

Go to Settings → Members

In the side menu, click Settings and then Members.
2

Click Invite

Enter the email address of the person you want to invite and, if you want, their name.
3

Assign a role

Choose the right role: Operator (handles live conversations) or Admin (manages agents and the team). The Owner role can’t be assigned through an invitation.If you choose Operator, in Agent access decide whether they’ll handle All agents or Only some, and check which ones. You can change it later.
4

Click Send invitation

The person will get an email with the link to create their account and join your organization.
TODO: screenshot of the member invitation form with email field and role selector

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See current members

In Settings → Members you’ll see the Team members with their name, email and role, and how many seats you’re using. Below are the Pending invitations (with their expiration date) and the expired ones. If an invitation expired or the person can’t find it, use Resend to send them a new one.

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Limit an Operator to some agents

By default, an Operator handles all of the organization’s agents. If you have several agents (for example, one per salesperson, brand or branch), you can limit each Operator to the agents that belong to them. It’s available on all plans.
1

Go to Settings → Members

Next to each Operator you’ll see a badge with their access: All agents or, for example, 2 of 10 agents.
2

Click the badge

The Agent access panel opens.
3

Choose All agents or Only some

With Only some, check the agents they’ll handle. All agents also includes the ones you create later.
4

Click Save

The change applies immediately: the next time the Operator loads the page, they’ll see only their agents.
A limited Operator:
  • Only sees the conversations and leads of their agents, in Conversations, Leads, exports and ChatNorris Inbox. If they open the link to a conversation from another agent, they won’t find it.
  • Only gets alerts (bell, push and email) from their agents.
  • Can only be part of their agents’ teams, and can only be assigned conversations from those agents.
  • If they have no agent assigned, they see the message You don’t have any agents assigned yet until you assign one.
If you remove an agent from an Operator, their open conversations from that agent become unassigned (the ones they were handling live go back to waiting as a new handoff) and they’re no longer on that agent’s teams. When you save, ChatNorris tells you how many conversations went back to the queue.
Owners and Admins always see all agents. If you change an Operator to Admin, they see everything; if they become an Operator again, they get back the access they had saved.

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Change a member’s role

  1. Go to Settings → Members.
  2. Find the member in the list.
  3. Click Change role next to their name.
  4. Choose the new role (Admin, Operator or Owner (transfer ownership)) and confirm.
Only the Owner can transfer ownership: choose Owner (transfer ownership) in Change role for the member you want to be the new Owner. That person becomes the Owner and you become an Admin. To go back, the new Owner would have to transfer ownership back to you.

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Remove a member

To remove a member from the team:
  1. Go to Settings → Members.
  2. Find the member in the list.
  3. Click the trash icon next to their name and confirm.
The member loses access to the portal immediately. This action can’t be undone, but you can invite the same person again if needed.
If you remove a member who had open conversations assigned, those conversations become unassigned and someone else on the team can take them.

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Teams per agent

Inside each agent you can group the people who handle its conversations into teams (for example, Sales or Support) and route handoffs to one of them.

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Create a team

1

Go to the agent's settings

Go to My agents → [your agent] → Settings → Teams and click New team.
2

Fill in the details

Give it a name (unique within the agent), an optional description and a color, and choose its members.
3

Route handoffs to the team

In the agent’s Human Handoff action, choose the team in Team that receives the handoff. See Actions → Human Handoff.
Owners and Admins can also create a team on the fly from a conversation’s Details panel (+ Create team).

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How it works

  • When the agent routes a handoff, the conversation takes the team from the Human Handoff action (if it didn’t have one yet). You can also assign or change the team by hand from the conversation’s Details.
  • Handoff alerts (bell, push and email), unattended handoff alerts and visitor message alerts go only to the team’s members and to Owners/Admins.
  • Everyone on the team with access to that agent sees the conversation, but only the team’s members and Owners/Admins can take it, assign it or reply.
  • An Operator limited to some agents can only be a member of those agents’ teams.
  • Without a team, anyone can take the conversation, as always.
  • In Conversations, each row shows its team and you can filter by Any team, No team, My teams or a specific team.
When you delete a team, its conversations are left without a team and the Human Handoff action stops routing to it. Creating, editing and deleting teams is limited to Owners and Admins.

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Frequently asked questions

The invitation stays pending until it expires. You can send it again with Resend from Settings → Members, even if it already expired.
Yes. The current Owner can transfer ownership from Settings → Members: Change role on the other member → Owner (transfer ownership). Whoever transfers it becomes an Admin.
The Owner and Admins can access Billing & usage (they can see usage, invoices and change the plan). Operators don’t have access to that section.
Yes, on all plans. In Settings → Members, click the Operator’s access badge and choose Only some, or set it when you invite them. That Operator only sees, gets alerts for and handles the conversations and leads of those agents.
No. The Operator role has access to Conversations (to handle live chats), Leads and their own account. To create and configure agents they need the Admin role. These restrictions also apply if they try to get in by typing the URL or calling the API.