🛠️ How-to tutorials

Team seats and roles: controlling who sees what

Updated 2026-09-19 · 5 min read · By the Convo360 team

In short

Invite teammates from Team by email and assign a role: Owner, Admin, Supervisor, Agent or Viewer, each controlling exactly what they see and do, from full billing access down to read-only transcripts. Fine-tune further per section (Conversations, CRM, Calls, Billing) under the role's Access panel, and note that each login can be signed in on up to 3 devices at once, with a 4th sign-in ending the oldest session automatically.

Key takeaways

Five roles cover most needs: Owner, Admin, Supervisor, Agent and Viewer.
Only Owners and Admins see billing; Agents see only chats and calls assigned to them.
The Access panel lets you fine-tune permissions per section beyond the base role.
Each login can be signed in on up to 3 devices at once; a 4th sign-in signs out the oldest one automatically.
The sidebar adapts automatically so each teammate only sees what their role allows.

The five roles, and what each can do

Role	What they can do
Owner	Full control, including billing and team management
Admin	Everything except transferring ownership
Supervisor	Oversee and assign chats, manage leads, contacts and analytics, no billing
Agent	Handle assigned live chats and calls, view contacts
Viewer	Read-only access to chats, transcripts and analytics

Think of the roles as a ladder of trust rather than five unrelated boxes, each step up adds visibility and control the previous one did not have, which makes it easy to explain to a new hire why they start as an Agent rather than feeling arbitrarily restricted.

The exact click path

Here is the exact click path on Convo360.

Go to Team and invite a person by email.
Assign one of the five roles.
Optionally, open that role's Access panel to fine-tune permissions per section (Conversations, CRM, Calls, Billing) for exact control beyond the base role.
The invited teammate's sidebar adapts automatically to show only what their role and access allow.

There is no separate step to hide a menu item manually, the interface simply does not render sections a role cannot access, which is one less thing to configure and one less thing that can be misconfigured.

Worked example: a small support team

A 5-person support team sets up: one Owner (the founder, handling billing), one Supervisor who oversees the shared Live Chat inbox and assigns conversations, three Agents who only see chats assigned to them, and one Viewer role for an investor who wants visibility into conversation volume and analytics without touching anything. Each person's sidebar looks different: the Agents never see a Billing tab, and the Viewer can't click Take over on any conversation.

When the investor later asks how support is performing, they can check the analytics view themselves instead of requesting a manual report, which is exactly the kind of low-friction access a Viewer role is meant to provide.

Within Live Chat, a Supervisor or Admin can assign any conversation to a specific Agent, who then sees it in their own queue. For security, each login can be signed in on at most 3 devices at once: signing in on a 4th device signs out the oldest session automatically. "Keep me signed in for 30 days" is on by default; anyone on a shared computer should untick it so the session ends after 30 minutes of no activity instead.

This is worth explaining to new teammates upfront. A support agent already signed in on a phone, a laptop and a tablet who then signs in on a fourth device, say a friend's computer to check something quickly, will find their oldest session (often the phone) signed out automatically rather than assume something is broken.

Choosing roles as the team grows

A two-person team can usually get by with just Owner and Agent. Once a team reaches five or six people, a Supervisor role earns its place, someone who assigns work and watches quality without needing to touch billing, freeing the Owner from being the only person who can unblock a stuck conversation. Revisit role assignments every few months rather than only at hiring time, since responsibilities tend to drift as people take on more or less over time.

Troubleshooting

Symptom	Likely fix
Teammate can't see Billing	Expected for every role except Owner and Admin. This is by design, not a bug.
Agent sees too much or too little	Adjust their Access panel for the specific section, rather than changing their overall role.
Can't remove the account owner's access	Ownership transfer is a deliberate, separate action. An Admin cannot demote the Owner directly.
Invited teammate never received the email	Check for a typo in the email address and their spam folder before re-sending the invite.
Teammate keeps getting logged out	Either they signed in on a 4th device, which signs out the oldest of their 3 allowed sessions, or they unticked "Keep me signed in" and went idle for over 30 minutes.

What to test before going live, and cost

Log in as each role (or ask the teammate to confirm) to verify the sidebar shows only what's expected.
Assign a test conversation to an Agent and confirm they, and only they, see it.
Confirm a Viewer-role account genuinely can't take any action, only view.
Sign in on a 4th device with a test login and confirm the oldest session gets signed out, so the 3-device limit behaves as expected.
Ask teammates on shared computers to untick "Keep me signed in for 30 days" at sign-in, so an idle session ends after 30 minutes rather than staying open.

Team roles and the Access panel are included with every plan; seats depend on the plan: Starter is a single login, Pro (₹2,999/month) allows up to 5 team members, and Business (₹7,999/month) has unlimited team seats, all excluding GST.

Getting roles right early costs nothing and saves an awkward conversation later about who can see what. Revisit assignments whenever the team changes shape, for example when someone moves from Agent to Supervisor, rather than only at hiring time, since access that made sense for a two-person team can quietly become too broad once the team is ten people.

Step by step

Open Team and invite by emailAdd each teammate's email address.
Assign a roleChoose Owner, Admin, Supervisor, Agent or Viewer based on what they need to do.
Fine-tune with the Access panelAdjust per-section permissions (Conversations, CRM, Calls, Billing) if the base role isn't exact enough.
Assign conversations in Live ChatA Supervisor or Admin can assign chats to specific Agents.
Verify each teammate's viewConfirm the sidebar and available actions match the intended role.

Example conversation

Our new support hire keeps seeing conversations that aren't theirs — how do I fix that?

Set their role to Agent rather than Supervisor or Admin. Agents only see conversations assigned specifically to them. Then assign incoming chats to them directly from Live Chat.

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Frequently asked questions

What's the difference between Admin and Supervisor?

Admin has full access except transferring ownership, including billing, team invites and every section of the platform. Supervisor can oversee and assign chats, and manage leads, contacts and analytics, but has no billing access at all.

Can an Agent see every conversation?

No, Agents only see live chats and calls specifically assigned to them, plus contacts, so a busy support floor can split volume across several Agents without anyone seeing conversations outside their own queue.

Can I give someone read-only access?

Yes, the Viewer role gives read-only access to chats, transcripts and analytics with no ability to take action, which suits an investor, auditor or manager who only needs visibility, not control.

Why did my teammate get logged out unexpectedly?

Most likely one of two reasons: each login can be signed in on up to 3 devices, so signing in on a 4th one signs out the oldest session automatically, or they unticked "Keep me signed in for 30 days" and the session ended after 30 minutes of inactivity.

How many team seats does my plan include?

Seat limits vary by plan: Starter is a single login, Pro (₹2,999/month) allows up to 5 team members and Business (₹7,999/month) includes unlimited team seats, all excluding GST, so check the current seat allowance for your plan on the pricing page before inviting a large team.