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Team Member Management

The Team Management page lets you view members, invite users, change roles, and remove access. Access: Go to Settings → Account → Members.

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Team Members List

The table includes:
ColumnDescription
MemberName and avatar
EmailAccount email
RoleCurrent role (editable when allowed)
Last loginMost recent login activity
ActionsResend invite or remove member
Use the toolbar search to filter members.

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Roles and Permissions

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Role Overview

RoleDescription
OwnerHighest level of control. Manages organization ownership and top-level administration. Cannot be modified by lower roles.
AdminManages members, invitations, and account-level settings. Can assign lower or equivalent roles.
MemberStandard day-to-day operational access. Cannot perform account-level admin actions.
ViewerRead-only access for visibility and monitoring use cases.
Agency AdminElevated agency access inside accounts where an external agency user has been invited.

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Permission Matrix

AreaOwnerAdminAgency AdminMemberViewer
Agents
View agentsFullFullFullFullRead
Create/edit agentsFullFullFullFullNone
Delete agentsFullFullFullNoneNone
Conversations
View conversationsFullFullFullFullRead
Delete conversationsFullFullFullNoneNone
Export conversationsFullFullFullFullRead
Campaigns
View campaignsFullFullFullFullRead
Create/manage campaignsFullFullFullFullNone
Knowledge Bases
View knowledge basesFullFullFullFullRead
Create/edit knowledgeFullFullFullFullNone
Telephony
View phone numbersFullFullFullFullRead
Buy/import numbersFullFullFullNoneNone
Manage SIP trunksFullFullFullNoneNone
Account & Settings
View account settingsFullFullFullReadRead
Edit account settingsFullFullFullNoneNone
Manage membersFullFullFullNoneNone
Manage subaccountsFullFullFullNoneNone
Manage billingFullFullNoneNoneNone
Developers
View API keysFullFullFullReadNone
Create/revoke API keysFullFullFullNoneNone
Manage integrationsFullFullFullNoneNone
Manage webhooksFullFullFullNoneNone
Your account may show different role options based on your account setup. The permission matrix above reflects the standard configuration — subaccount-level permissions may further restrict access. See Subaccounts for permission overrides.

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Accounts With Agency Access

Some independent accounts grant agency-level access to external agency users. In those accounts:
  • only agency admins can manage what non-agency members can access
  • the Invite action can be hidden or disabled for non-agency admins
  • Agency Settings is where agency admins control what non-agency members — including the account owner — can see and do
Use Members for invitations and role changes. Use Agency Settings to control access for everyone in the account who does not have agency-level access.

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Inviting Team Members

1

Open Members page

Go to Settings → Account → Members.
2

Click Invite

Click the Invite action in the page toolbar.
3

Add one or more emails

Enter email addresses in the invite form.
4

Select role

Choose a role for invited users.
5

Send invitations

Submit the invitation. Users receive an email with an acceptance link.
Invitation validity is shown in the invite flow and pending invitation list. You can resend pending invites, and the member list screenshot above also shows the pending invitation section that appears after invites are sent.

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Managing Pending Invitations

Pending invitations appear below the member list. For each pending invite, you can:
  • Resend: Issue a fresh invitation email
  • Cancel: Revoke the invitation immediately

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What Invitees See

The invitation link does not behave the same for every recipient:
  • existing itellicoAI users are asked to sign in, then returned to the invitation acceptance page
  • new users are sent through sign-up with the invited email prefilled
  • invited signups may see one short welcome step to complete their profile before entering the account
If an invitation expires or becomes invalid, the invitee cannot recover it themselves. You need to resend it from the pending invitation list.

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Changing a Member’s Role

If you have permission to update roles:
  1. Open Settings → Account → Members
  2. Locate the user in the list
  3. Use the Role dropdown in the row
  4. Select the new role
You cannot change your own role from the same member row, and owner role changes are restricted.

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Removing Team Members

  1. Open Settings → Account → Members
  2. Open the row actions menu for that user
  3. Click Remove
  4. Confirm removal
Removed users lose access immediately and the platform removes the account from their switcher.

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Best Practices

Give admin-level roles only to people who need account-wide control.
Audit role assignments on a schedule and adjust stale or over-privileged access.
Cancel stale invitations and resend only when the email address is confirmed.
Remove access as soon as someone leaves and rotate any shared credentials they could access.

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Troubleshooting

Verify the address, check spam, then resend the invitation.
Resend it from the pending invitation list to issue a new link.
Confirm they accepted with the same email that was invited.
Your current role or permissions may not allow updating that member’s role.

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Next Steps

Subaccounts

Manage nested account structures and access categories

Agency Settings

Control default member access in accounts with agency access

Security

Configure authentication and session security

API Keys

Manage programmatic access credentials