Team Management & Roles
This guide explains how to invite team members and configure permissions using roles.
1. Inviting Team Members
To add agents or managers to your workspace:
- Go to Settings → Admin → Users.
- Click Invite User.
- Enter their email address.
- Select their role (User, Manager, or Admin).
- Click Send Invitation. The user will receive an email with a link to set their password.
2. Workspace Roles & Permissions
Omnix features three built-in roles:
| Role | Permissions |
|---|---|
| User (Agent) | Can view and reply to assigned conversations, manage linked tickets, and update contact profiles. |
| Manager | Inherits all Agent permissions. Can view dashboard reports, assign threads, customize team queues, and edit templates. |
| Admin | Full system access. Can modify channels, generate API keys, configure billing, and manage team members. |
3. Configuring Team Queues
To organize agents into departments (e.g. Sales, Billing):
- Go to Settings → Call Queues.
- Create or edit a queue.
- Select which team members belong to this queue. Incoming messages or calls routed to this queue will notify these active team members.