Organizations and members

An organization is where your team works, owns resources, and gets billed. Every agent, knowledge base, tool, channel, campaign, end user, and billing record belongs to one organization. All members work from one shared set of organization resources. Parts of the dashboard call the same object a workspace, and the two words mean the same thing.

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Creating an organization

Your first organization is created during onboarding. The Setup your organization screen asks for a Name and a Phone number, and takes an optional square Logo of up to 10MB. The phone country code is preselected from your location. The Continue button opens the dashboard in the new organization. If you already belong to an organization but none is active, you see Select a workspace instead, where you pick one to continue. Later organizations are created from the Create workspace item at the bottom of the organization switcher. The dialog asks for the same details. On the Free plan that item is hidden, and an attempt to create a second organization is refused with Your current plan is limited to one workspace. Upgrade to create more. For handover and deletion, see Organization lifecycle.

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Switching organizations

The switcher sits at the top of the sidebar and shows the current organization. Opening it lists Workspaces, plus Invitations and Suggestions when you have any. Each row under Workspaces shows your role there. The organization you are in carries a Current pill. Load more appears when you belong to many organizations. An organization that has invited you appears under Invitations with a Join button. One that you can ask to join appears under Suggestions with a Request button. After you select it, a Request sent message appears and the button reads Requested. The footer holds Manage organization, which opens the Organization page in Settings. Switching changes your complete working context: resources, conversations, campaigns, billing, and analytics. Tars shows a Switching to overlay, clears the data cached from the previous organization, and drops you on the section you were reading. When your role in the new organization cannot open that section, you land on the role’s default page. A Viewer lands on Analytics, the Billing role lands on Billing, and every other role lands on the Agents list.

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Members and roles

A member is a person who belongs to your organization. Each member has one of five roles: Admin, Member, Viewer, Billing, or Auditor. Members and invitations are managed on the Organization page in Settings. Admins also get a Roles & access page inside the Organization settings. It lays every capability out as a row and every role as a column, with a check for allowed and a dash for not allowed. The rows are grouped under AI agents & resources, Users, Livechat, Analytics, Billing, Audit & compliance, and Organization. Hovering a role column shows who that role is for. Read Roles and permissions for the ten permissions behind that matrix.

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What each role sees in Settings

Roles also decide which Settings pages appear. Every role sees Profile and Organization. A Channels group with WhatsApp appears for every role, on paid plans only.

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Inviting members

Admins invite from the Organization page. The invitation carries the role you pick, and the person joins with that role once they accept. Invitations you have sent and requests to join are listed on the same page. The Free plan allows one member, so the invite action is replaced by an upgrade card. The card reads Free plan with 1 seat. Its message asks you to upgrade to Premium to invite teammates. A member who can manage billing sees an Upgrade to invite button. Everyone else reads Ask your billing admin to upgrade. The step-by-step path is in Invite your team.

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Live-chat seats

Live chat participation is controlled by seats, not by roles. A seat lets a member reply to end users, and an Admin assigns it per person from the Livechat seats page in the Organization settings. Only the Admin, Member, and Viewer roles can hold a seat. Admins and Auditors can read conversations for oversight, but only a seated member can reply. Seats are bought on a paid plan. See Live-chat overview and seats for what each role sees with and without a seat, and Manage live-chat seats for buying and assigning seats.

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