Team and roles

Manage your team in OonoBox by inviting members and assigning roles. Roles control who can see conversations, change settings, manage billing, and more.

Inviting a teammate

1. Open OonoBox → Settings → Team.
2. Click Invite member.
3. Enter their email address.
4. Choose a role (see below).
5. Click Send invite.

An invitation link is sent to their email. When they sign up with that email, they're automatically added to your workspace with the assigned role.

Roles and permissions

Each role has a specific set of permissions. Choose the role that matches what the person needs to do:

There are two built-in roles, plus custom roles you can define yourself.

Agents see conversations on the teams they belong to; admins see everything.

Custom roles

Need something between admin and agent? Admins can create custom roles under Settings → Roles with an exact set of permissions, grouped by area:

• Inbox — read, reply, assign, resolve.
• Contacts — read, write, delete, export.
• Templates, Flows, Bots — read, write, publish.
• Broadcasts — read, write, send.
• Numbers, Team, Billing, Analytics, and more.

A custom role replaces that member's default permissions entirely. Create it on the Roles page, then assign it to a member.

Changing a teammate's role

1. Go to Settings → Team.
2. Click the member's name.
3. Choose a new role.
4. Click Save.

The change takes effect immediately.

Removing a teammate

1. Go to Settings → Team.
2. Click the member.
3. Click Remove from workspace.
4. Confirm.

Their access is revoked immediately. Conversations they were assigned to become unassigned.

Pending invitations

Invitations that haven't been accepted yet show as "pending". You can:

• Resend the invite email.
• Cancel the invitation and invite someone else instead.

A pending invitation holds a seat until it's accepted or cancelled, so it counts toward your seat limit.

Workspace-level access

Some features require workspace ownership or admin access:

• Billing — Only admins can view invoices, upgrade plans, or change payment methods.
• Integrations — Only admins can connect to APIs, webhooks, or third-party tools.
• Workspace settings — Only admins can rename the workspace or delete it.
• Role management — Only admins can add/remove team members.

Agents handle the day-to-day but can't make these structural changes. Use a custom role when you need something in between.

Seat limits

Your plan includes a certain number of seats (team members):

• Free plan — 1 seat.
• Starter plan — 3 seats.
• Growth plan — 10 seats.
• Pro plan — Unlimited seats.

Each active member takes a seat, and a pending invitation also holds one until it's accepted or cancelled. To add more, upgrade your plan, buy extra seats, or remove inactive members.

Best practices

Start with Agent role — Most of your team should be agents (replies only, no admin access). Promotes security and reduces mistakes.

Limit admins — Only give admin access to people who truly need it (billing, integrations, settings). One or two admins is typical.

Reach for custom roles — When agent is too little and admin is too much, create a custom role with exactly the permissions that person needs.

Communicate role changes — If you change someone's role (e.g. agent to admin), let them know so they're aware of new permissions.

Audit access regularly — Review who has access annually. Remove people who've left or changed roles.

Troubleshooting

"Invite not received" — Check spam folder. If it's not there, resend the invite or check the email is correct.

"Can't remove a member" — Only admins can remove members. Ask an admin to do it.

"Seat limit reached" — You've invited or added the max members for your plan. Upgrade to add more seats, or remove someone first.

"Member can't see conversations" — Verify their role allows inbox access. Agents see conversations on the teams they belong to, so check the member is on the right team.

"Can't change my own role" — You can't demote yourself. Ask another admin to change your role.