Team & roles
Under Settings → Team you decide who can sign in and what they may do. That is also where you set where notifications about requests and voicemails go. An Admin changes this, an Editor can read it. A Viewer does not see Settings.
What each role can do
Every team member has one role. The page has the short version under What each role can do. This is the full list:
| What | Viewer | Editor | Admin |
|---|---|---|---|
| Read Overview, Inbox, Appointments and Customers | Yes | Yes | Yes |
| Reply in the Inbox, take over conversations, use tags and stars | No | Yes | Yes |
| Change the status and notes of requests | No | Yes | Yes |
| Add, import, call, change and delete contacts | No | Yes | Yes |
| Export contacts | Yes | Yes | Yes |
| Create, pause and resume campaigns | No | Yes | Yes |
| Change and try out Assistants and Knowledge | No | Yes | Yes |
| Delete an assistant | No | No | Yes |
| Manage services, handle appointments and connect a calendar | No | Yes | Yes |
| Settings → Business and Settings → Team | No | Read | Change |
| Assign numbers to an assistant and give them a label | No | Yes | Yes |
| Buy, register and remove numbers | No | No | Yes |
| Add, replace and delete connections, and request a connection | No | Yes | Yes |
| Verify and remove WhatsApp recipients | No | Yes | Yes |
| API keys and the webhook secret | No | No | Yes |
| Settings → Subscription & invoices and Settings → Access management | No | No | Yes |
| Your own profile and login under My account | Yes | Yes | Yes |
A business always keeps at least one admin. You cannot give the last admin another role or remove them.
Invite a team member
- Go to Settings → Team and click Invite team member. Only an admin can do this.
- Fill in the Email address.
- Choose the Role. The default is Editor.
- Under Language, choose the language of the email and of their first dashboard visit. After that the team member picks a language under My account → Profile.
- Click Send invitation.
Your colleague gets an email with a sign-in link and a code. They are valid for 15 minutes and work once. Expired? Enter the same email address on the sign-in page and choose Continue via email.
How many team members you can have depends on your plan: 2 on Starter, 5 on Business and unlimited on Pro and Enterprise. The page shows how many you have, for example "Team members: 2 of 5". At the maximum, Invite team member is off and the link Upgrade your plan appears. If you move to a smaller plan, your team members stay, but you cannot invite anyone else.
A login belongs to one business. An email address that already has a login, for example for an account of its own, cannot be invited: you get an error message. Use another address instead.
Manage team members
The list shows Name, Email, Role, Last sign-in, Phone and Available for transfers for each team member. As an admin you change the name, role, phone and availability here. This saves by itself. An editor reads the list and only changes their own details, under My account.
Phone and Available for transfers belong to a transfer rule with the destination Team member: without a phone number, or when the team member is unavailable, the assistant skips that rule. Also read the warning about this destination in Transfers (call forwarding).
Remove takes a team member away, after a confirmation. The login is gone and that person can no longer get in. Conversations, requests and other data stay. A transfer rule that pointed to this team member is no longer available afterwards, so change it. You don't remove yourself here: use Remove your login under My account.
With Enterprise
On an Enterprise plan, an admin sees team members as cards, with Find a team member and a status: Active, Invited or Deactivated. Deactivate is there as well: the team member stays on the list but can no longer sign in. Reactivate reverses that. You cannot deactivate yourself or the last admin. On Enterprise, role changes, invitations and removals go in the Audit log. See Single sign-on (SSO) for signing in through your company and for SCIM.
Notifications and availability
These fields apply to the whole business, not per team member. If more people should see a notification, use a shared email address. Only an admin changes them. This saves by itself. On an assistant's Tasks tab, under Transfer calls, you see the same details, with the link Change under Team.
| Field | What happens |
|---|---|
| Notification phone | Gets an SMS for every notification in the list below. |
| Notification email | Gets the same notifications by email. If a customer replies to an appointment confirmation, the reply arrives here. Invoices also go here when Send invoices to is empty. On a new account this holds the email address you signed up with. |
| Email me about flagged conversations | Off by default. When on, the notification email also gets an email for every conversation the assistant rating flagged, for example because the customer was frustrated or a task failed. |
| Backup number for transfers | According to the field, this is used when a transfer rule has no number. However, a rule without a destination now counts as unavailable: the assistant does not transfer and notes a callback request. So give every rule its own destination. |
You get a notification for:
- a new request and a callback request;
- a conversation that goes to your team, on WhatsApp and webchat;
- a voicemail, see Transfers (call forwarding);
- a calendar that lost its access, by email only, see Appointments.
A transfer gives no notification, even if the destination doesn't answer. Notifications are in the Language for customers and notifications under Settings → Business. The SMS goes out from your first number with SMS, see Connect a phone number. Without a phone number you only get the email. You get at most 20 notification texts and 60 notification emails an hour; anything past that still shows in the Inbox.
If the Phone number for customers equals the backup number, you see a warning: if that number forwards to your assistant, a call can go round in circles.
WhatsApp recipients
The Verified WhatsApp recipients card is there when WhatsApp is in your plan, or when numbers are already on it. This is where you verify a team number for a WhatsApp action. An editor can do this too. See WhatsApp.
Access for your reseller
If you have Yarla through a reseller, you see Allow the reseller to open this account here. Until this is on, the reseller cannot open your account. You can turn it off again. See Subscription & invoices.