Add or remove team members

Update a team’s membership. The most common operation in team management — happens whenever someone joins, leaves, or shifts focus.

Before you start

• Admin permissions on Teams (Teams → Edit team members permission, which is separate from Teams → Create/Delete teams — either one lets you change membership)
• The user(s) you want to add already exist in Settings → Users (invite them first if not)

Steps — add members

1. Open Settings → Teams.
2. Click the edit (pencil) icon on the team.
3. In the Edit team panel, find Team members.
4. Use the Search by name or email… box to narrow the list if needed.
5. Tick the checkbox next to each user you want to add.
6. Save.

The user is added immediately. They can see and act on conversations assigned to the team starting at their next page load.

Steps — remove members

1. Same path: Settings → Teams → Edit team → Team members.
2. Find the user. Untick their checkbox.
3. Click Save.

What happens:

• They’re no longer a member of this team
• Conversations currently assigned to them aren’t auto-reassigned (you may want to reassign manually before removing — see below)
• Their other team memberships and their tenant-wide role are unchanged

What happens to their open conversations

Removing someone from a team doesn’t auto-reassign their conversations. If they had open conversations assigned to them as part of the team:

• The conversations stay assigned to them as an individual
• Future routing automations that target the team will skip them
• They’ll still see those individual conversations in their inbox until they’re reassigned or closed

If they’re leaving the team for a different role and shouldn’t be touching those conversations anymore, reassign them first:

1. Filter the inbox to that user with the Agents filter, within the team’s typical scope
2. Bulk-reassign to another team member or to the team itself
3. Then remove them from the team

Move a user between teams

Common case: someone shifts from Tier 1 General to Tier 2 Technical.

Two valid approaches:

1. Add to new team, then remove from old — overlap period. They have access to both for a few days, useful for handoff.
2. Remove from old, then add to new — clean cut. They lose old-team access immediately.

Pick based on whether the old team’s queue needs a transition period.

Multi-team membership

Users can belong to multiple teams. A bilingual agent might be in Norwegian Email and English Email; a senior agent might be in both Tier 1 General and Tier 2 Technical.

To add someone to a second team:

• Same flow as adding a first member
• Their existing team membership isn’t affected

To remove from one of multiple teams:

• Same flow as standard removal
• Other team memberships are unaffected

There’s no “primary team” concept — all memberships are equal.

Bulk membership changes

There’s no built-in bulk-membership UI. For larger reorganizations:

• Per-team UI — go team-by-team, adjust membership. Workable for ~5-10 teams.
• API-based — use PATCH /api/v1/teams/{id} with memberIds. memberIds replaces the team’s full member list, so read the team first, compute the complete desired list of member IDs, then PATCH that full list. Every member ID must belong to the tenant; otherwise the API returns 400 and names the invalid IDs. See API Keys for setup.

Verify it worked

1. Open the team’s Members list — confirm the expected users appear (or are absent).
2. Have one of the affected users refresh the page or retry the relevant inbox/team view.
3. Test a routing scenario — a conversation that should go to this team should be visible to the new member, not visible to the removed one.

Troubleshooting

• Symptom: Added a user but they can’t see team conversations. Fix: Membership changes should apply quickly. Ask them to refresh the page or retry the relevant inbox/team view. If access still looks stale after a refresh, wait briefly and retry; if it still doesn’t update, escalate as a possible cache/invalidation issue.
• Symptom: Removed a user but they’re still receiving team-routed conversations. Fix: They may still be selected in some automation rule explicitly (rather than via team-membership). Check automations that assign to specific agents rather than the team.
• Symptom: Can’t find a user in the Team members list. Fix: They may be deactivated. Check Settings → Users → Inactive. Reactivate first if needed.

See also

• What are Teams?
• Create a team
• Link a team to opening hours