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 Members permission, sometimes a separate permission from Teams → Create / Delete)
• 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 into the team.
3. Open Members.
4. Click Add member (or similar — depends on UI version).
5. Multi-select users from the list.
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 → team → Members.
2. Find the user. Click Remove (or the equivalent action — typically an icon next to their name).
3. Confirm.

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 “Assigned to {user}” 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 — POST to the team membership endpoint per change. Better for large-scale shuffles. 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 sign out and back in (so their team-membership cache refreshes).
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: Have them sign out and back in. Membership changes mid-session sometimes need a fresh login.
• 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 “Add member” picker. Fix: They may be deactivated. Check Settings → Users → Inactive Users. Reactivate first if needed.

See also

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