Adding a teammate takes about a minute. They get an email, set a password, and land on the dashboard. Their role decides what they can see and do.
The three roles
| Role | What they can do |
|---|---|
| Agent | Read and reply in the inbox, make and receive calls on their assigned numbers, add notes to contacts. Sees only their own assigned contacts and conversations. |
| Supervisor | Everything an agent can do, plus see their team’s contacts and conversations, listen to live calls, jump into calls if needed, and review team metrics. |
| Admin | Everything a supervisor can do, plus invite users, buy numbers, configure channels, manage billing, and read the audit log. |
There’s no separate “billing user” or “compliance officer” role in V1. Admins handle those tasks; later releases add finer-grained roles.
Inviting someone
- Go to Settings → Users.
- Click Invite user.
- Enter their email, their name, and their role.
- (Optional) Pick a team — useful if you’ve grouped agents into teams for supervisors.
- Click Send invite.
They’ll receive an email with a one-time link, set their password, and land on the dashboard with the right permissions already applied.
The invite link is good for 7 days. If they didn’t click it in time, re-send it from the Users list — open the ⋯ menu on their row and pick Resend invite.
How seats are counted
Your pricing tier determines how many active users you can have at once.
- Agents and supervisors count toward the user limit.
- Admins count too — you’re an admin, so that’s seat one.
- A suspended user doesn’t count until you re-activate them.
- Deleting a user frees a seat immediately.
If you try to invite past your limit, VeloConnect tells you so and links to the pricing page. See Pricing and your rate card.
Changing someone’s role
Open the Users list, click the row, and pick a new role from the dropdown. The change takes effect on their next refresh — they don’t have to sign out and back in.
A demoted user keeps their assigned conversations and contacts; they just can’t see what their new role excludes. Promoting an agent to supervisor immediately gives them visibility into their team’s queue.
Suspending and deleting
Suspend when someone is on leave or you’re not sure about access: their data stays, they can’t sign in. Re-activate from the same screen.
Delete is permanent. Their assigned contacts and conversations stay (we don’t lose customer history), and a note appears in the activity timeline showing who the original assignee was. Deleting is logged in the audit log.
A quick note on email aliases
Each user account needs its own email. We don’t let two people share one — it breaks the audit log and the “assigned agent” data. If a team uses a shared mailbox for inbound, point that mailbox into a single VeloConnect user named after the function (e.g. “Sales inbox”), and have the actual humans sign in with their own accounts.