Add team members, choose roles and permissions

The four roles

• Owner (one per business): can do everything, including billing, transferring ownership and deleting the business. The owner can't be removed.
• Co-owner: can do everything except transfer ownership or delete the business. Only the owner can add or remove a co-owner.
• Admin: sets up the AI receptionist, knowledge base, automations, connected apps, business settings and team members. No billing, webhooks or permission changes unless you turn them on.
• Team member: replies to customers in the Inbox, works leads and customers, manages appointments and sees analytics.

The person who first set up the business shows an Original owner label on the Team page. It never changes, even if ownership is transferred later.

Invite someone

1. 1Click Team in the menu.
2. 2Enter their email address.
3. 3Choose Team member, Admin or Co-owner under Role.
4. 4Click Send invite.

They'll get an email with a link to join. Right after you send it, you can also click Copy link and send the link yourself. Invite links expire after 7 days. New team members also confirm their email address before the dashboard opens (Google, Microsoft and Facebook sign-ins skip this).

Only the owner can invite a co-owner. The owner and co-owners can invite admins. Admins can invite team members.

Nobody can give more access than they have themselves. For example, an admin whose billing access was taken away can't invite someone with billing access.

How many people can join

• Starter: 3 team users
• Growth: 5 team users
• Single-channel plans (Phone, Website Chat, Text, WhatsApp, Instagram, Messenger or Email Only): 2 team users
• Free trial: 2 team users

Everyone on the team, and every invite that hasn't been accepted yet, uses a seat.

Change someone's role or remove them

1. 1Click Team in the menu.
2. 2Find the person under Members.
3. 3To change their role, pick a new one in the drop-down next to their name, then click Change role.
4. 4To remove them, click the bin icon next to their name, then click Remove. They lose access right away.

When the owner or a co-owner changes someone's role, their custom permissions are cleared, so they get exactly what the new role includes. When an admin changes it, anything the owner took away stays taken away.

Admins can only change or remove team members. Only the owner can change or remove a co-owner.

Customize what one person can do

The owner and co-owners can turn single permissions on or off for an admin or team member. For example, let one admin manage billing, or stop a team member from seeing analytics. Takes about 1 minute.

1. 1Click Team in the menu.
2. 2Click Customize permissions next to the person.
3. 3Tick the things they should be able to do, and untick the rest. Items marked Default come with their role.
4. 4Click Save permissions. If you gave billing, webhook or team access, click Yes, save to confirm.

You can only give permissions you have yourself. Transfer ownership and Delete the business always stay with the owner.

To undo your changes, open Customize permissions again and click Reset to defaults.

Someone without a permission sees an Ask your account owner page instead of that screen.

Transfer ownership to someone else

Only the owner can do this. The new owner must already be on your team as a Co-owner or Admin, and must have confirmed their email address. After the transfer you become a co-owner. Takes about 3 minutes.

1. 1Click Team in the menu and scroll down to Transfer ownership.
2. 2Choose the new owner under New owner.
3. 3Type your business name exactly as shown.
4. 4Click Email me a confirmation code.
5. 5Open the email from Frontivo.io and copy the 6-digit code. It works for 15 minutes.
6. 6Type the code, then click Transfer ownership.

We email you and the new owner to confirm the change.

The billing email on your subscription does not change automatically. To change where invoices and receipts go, open Plan & Billing and click Manage billing.

See security activity

The owner and co-owners can see the last 50 team changes under Security activity at the bottom of the Team page: invites, role changes, permission changes, removals, ownership transfers, delete requests and deleted conversations.

Delete your business

Only the owner can do this, and it can't be undone. It deletes your AI receptionist, knowledge base, calls, chats, leads, customers, appointments, connected apps and your team's access. If you have a paid plan, we cancel it first so you're not charged again. If we can't cancel it, nothing is deleted. Takes about 3 minutes.

1. 1Download anything you want to keep first, for example from the Leads, Customers and Calls pages.
2. 2Click Settings in the menu. On the Profile tab, scroll down to Danger zone.
3. 3Click Delete this business.
4. 4Type your business name exactly as shown, then click Email me a confirmation code.
5. 5Type the 6-digit code from the email, then click Delete this business forever.

Add your profile picture

Everyone on the team can add their own photo. It shows in the top bar and on the Team page, so your team can see who's who. Customers in your website chat see it too, next to the replies you send them from the Inbox.

1. 1Click your initials in the top-right corner of the dashboard.
2. 2Click Upload photo.
3. 3Choose a PNG, JPG or WebP photo, up to 10 MB. We shrink it automatically.

It saves right away. We crop it to a square for you, so square photos look best.

To take it off, click your picture in the top-right corner, then click Remove. Your initials show again.

You can also change it on the Team page, in the Your profile card.

Change your name, and the name customers see

Everyone on the team can change their own name. Your team sees your full name, for example Sent by Maria Santos in the Inbox. Customers in your website chat see only your first name next to your replies, with your profile picture (or your business logo if you haven't added one). Takes about 1 minute.

1. 1Click Team in the menu.
2. 2Find the card Your profile.
3. 3Type your full name under Full name.
4. 4Optional: under Name in website chat, type the name customers should see, for example a nickname or John D. if two people share a first name. Leave it empty to use your first name.
5. 5Check What customers see on the right, then click Save.

Your full name is your account name, so it also changes on any other business you're on.

Team members without a profile picture show your business logo instead. The owner or an admin adds it under Settings, Profile tab, Logo. With no picture and no logo, customers see the first letter of the name.

The owner and co-owners see name changes under Security activity.

How your team logs in

Everyone uses the same login page, frontivo.io/login. After they sign in, your business's dashboard opens for them. The How your team logs in card on the Team page has the link and a Copy instructions for your team button you can paste into a message.

1. 1First time: they open the invite email and click Accept invitation. They can join with Google or Microsoft, or set a password.
2. 2After that: they go to frontivo.io/login.
3. 3Easiest: they click Continue with Google or Continue with Microsoft and choose their work email. No password to remember.
4. 4Or they type their email and password, then click Log in.

Each sign-in lasts 30 days on that device, so they rarely need to log in again.

Set a backup password, or change your password

If you joined with Google, Microsoft or Facebook, add a password as a backup, so you can still get in if you lose that account. No email needed. Takes about 1 minute.

1. 1Click Team in the menu and find the card How you sign in.
2. 2Click Set a backup password (or Change password if you already have one).
3. 3If asked, click Continue with Google (or Microsoft or Facebook) to confirm it's you. You come straight back to this page.
4. 4Type your password twice (at least 8 characters). To change it, type your current password first.
5. 5Click Set password or Change password.

Saving signs you out on your other devices. The device you're using stays signed in.