Manage team structure
Team Members on Settings opens /workspace/users—the org chart control plane beyond single invites. Six tabs appear: Members, Teams, Groups, Departments, Invitations, and Roles & Permissions. Members lists active users; Teams mirrors reporting structure; Groups maps pond groups for lead distribution; Departments aligns permissions and routing; Invitations tracks pending email invites; Roles & Permissions edits custom roles. Misaligned groups break Lead Ponds and claim workflows. Use Invitations alongside Invite a team member for day-to-day adds; this page is for structure and governance.
Video
Who can do this
Owner or Admin.
Before you begin
- Org chart: teams, departments, pond groups
- Role matrix decisions documented
- Active subscription with available seats
What you'll accomplish
- Members organized into teams and departments
- Invitations tracked and revocable
- Custom roles assigned where needed
Step-by-step procedure
Members (?tab=members)
View active users; edit roles; deactivate when supported.
Teams (?tab=org-teams)
Create teams for reporting and assignment rules.
Groups (?tab=pond-groups)
Map allocation groups used in lead distribution—names must match pond configuration.
Departments (?tab=departments)
Mirror company departments for permissions and routing.
Invitations (?tab=invitations)
Resend or revoke pending invites; see Invite a team member.
Roles & Permissions (?tab=permissions)
Edit custom roles—see Roles reference.
After changes, ask a affected user to refresh and confirm sidebar modules.
Verify your work
- UI labels match product
- Primary action completes without error
- Data persists after refresh
Tips
Use workspace search if you cannot find a sidebar item—some modules are role-gated.
Troubleshooting
| Missing menu | Role permission or module disabled in Workspace modules | | Action greyed out | Insufficient edit permission |
See also
Field reference (product UI)
Use exact labels when training users or recording videos—they match the live workspace.
| Area | Where to find it |
|---|---|
| Settings hub | /settings — card groups match this Help sidebar |
| Profile tabs | /user-profile-settings/profile — Personal, Business, Billing, Timezone, Currency |
| Workspace admin | /workspace — Settings, Modules, Resources, Delete |
| Team | /workspace/users — Members through Roles & Permissions |
Admin checklist
- Complete organization profile and billing before inviting the team.
- Enable only modules you licensed under Workspace modules.
- Connect integrations before messaging or automation go-live.
- Populate Knowledge Hub before AI Employees or voice.
- Verify Notification preferences personally after changing templates.
Verify your work (extended)
- Settings save without error toast
- A non-admin test user sees expected sidebar (no billing cards if Member)
- Related module (Contacts, Inbox, Campaigns) reflects the configuration change
- Refresh browser after role or module changes
Troubleshooting (extended)
| Symptom | Likely cause | Fix |
|---|---|---|
| Settings card missing | Role or module gate | Check Roles and Modules |
| Save does nothing | Validation error on required field | Scroll for red highlights; complete * fields |
| Team sees old behavior | Cached session | Hard refresh; user re-login |
| Integration broken after change | Order of setup | Reconnect integration; check Communications settings |