Every person in a workspace has one role. The role decides what they can change. Pick the lowest role that lets someone do their job: most of a sales team are agents, with one or two team leads and an admin.
The five roles
| Role | In one line |
|---|---|
| Owner | Everything, including exporting the workspace's data. The person who creates the workspace is its owner. |
| Admin | Settings, billing and everyone's leads |
| Team lead | Their team's leads, reviews and escalations |
| Agent | Their own leads, inbox and tasks |
| Viewer | Read only |
Each role can do everything the roles below it can.
Who can do what
| Task | Lowest role that can |
|---|---|
| Export workspace data | Owner |
| Billing and the plan | Admin |
| Invite people | Admin |
| Organisation settings, quiet hours, recording consent and the do not call list | Admin |
| Tern Bridge settings: sites, unpairing a device, support accounts and automatic reply sync | Admin |
| Channels and their purpose | Admin |
| Lead feeds | Admin |
| API keys | Admin |
| Shifts, exceptions and targets | Team lead |
| Playbooks | Team lead |
| Automations | Team lead |
| Asking for a lead to be rescored | Admin |
| Working leads: assign, tag, move, stop, opt out | Agent |
| Inbox: reply, assign, snooze, close, link a chat to a lead | Agent |
| Tasks, notes, voice notes and approvals | Agent |
| Tickets: open, assign, change status and resolve | Agent |
| The priority call list: call, mark called, snooze | Agent |
Invite someone
Owners and admins can invite.
- In the sidebar open Settings, then Team.
- Press Invite. While the team is empty the button reads Invite a teammate.
- Type their Email.
- Pick a Role: Owner, Admin, Team lead, Agent or Viewer. It starts on Agent.
- Press Send invite. They get an email with a link that lasts seven days.
- Until they accept, their row shows Invited and Invite not accepted.
The plan covers up to 5 seats. For a bigger team write to sales@fastflowup.com.
Accept an invitation
- Open the email and press the link.
- Sign in with the address the invitation was sent to. If you are signed in with another address, Tern says the invitation was sent to a different address: press Sign in with a different email.
- If the link says the invitation has expired, ask the person who invited you to send a new one.
When someone is not allowed
- A teammate who tries something above their role sees You do not have permission to do that. and nothing changes.
- Some pages say who to ask, for example Only a workspace owner or admin can change billing. or An owner or admin can create a key.
- On an agent's Shifts and targets page, people below team lead can read the roster and targets but not change them.
Change a role or remove someone
Write to sales@fastflowup.com from an owner's address, naming the person and the new role. We will change it for you. To hand the whole workspace to another person, use Transfer ownership under Settings, then Danger zone. See Data export and deleting a workspace.
Good habits
- Keep two owners, so an export or an ownership decision never waits for one person's holiday.
- Give team leads the Team lead role, not Admin, unless they also look after billing and integrations.
- When an agent leaves, unpair their browser under Settings, then Bridge, on the Devices card, the same day.