> ## Documentation Index
> Fetch the complete documentation index at: https://docs-next.gallabox.com/llms.txt
> Use this file to discover all available pages before exploring further.
# Users, Teams and Roles
> Invite teammates, group them into teams that route conversations automatically, and control what each person can see and do with default or custom roles.
> **Who can use this?**
>
> * Available on all plans. Your plan sets how many users you can have — the **Users** tab shows your current count against the limit.
> * Needs the **Users & Roles** permission. Owners have it by default.
Three things work together here. A **user** is a person with a login. A **role** decides what that person can see and do. A **team** is a group of users that conversations get routed to. You'll usually set up roles first, then teams, then invite people into both.
## Where to find it
Go to **Settings → Users & Roles**. You'll see three tabs:
| Tab | What it holds |
| --------- | ----------------------------------------------------------------------------------------- |
| **Users** | Everyone in your account, split into **Active Users**, **Invites**, and **Deleted Users** |
| **Teams** | Groups of users, each with its own conversation routing rule |
| **Roles** | Default and custom permission sets |
## Roles
A role is a named set of permissions. Gallabox ships with default roles you can't edit, and lets you create custom ones.
### Default roles
| Role | Scope |
| --------------- | --------------------------------------------------------------------------------------------------------- |
| **Owner** | Full access to everything, including account details and subscription. There's always at least one Owner. |
| **Admin** | Nearly everything an Owner can do, minus account-level and billing controls. |
| **Member** | Day-to-day work — conversations and contacts. No access to account settings. |
| **Team Admin** | Admin-level abilities, but only for the teams they belong to. |
| **Team Member** | Member-level abilities, but only for their own team's conversations. |
The difference between **Admin** and **Team Admin** (and between Member and Team Member) is *scope*, not power. Each permission in Gallabox carries a boundary: **all**, **team**, or **own**. A Team Admin has the same kinds of permission as an Admin, bounded to their team's data.
Default roles are locked. If a default role is close to what you want but not exact, create a custom role rather than trying to edit it.
### Creating a custom role
1. Go to the **Roles** tab and click **+ Add Role**.
2. Enter a **Role name**.
3. Select the permissions this role should have. They're grouped by area — Conversations, Contacts, Broadcast, Channels, Commerce, Sequences, WhatsApp Templates, WhatsApp Flows, Users & Roles, Accounts & Settings, Developer modules, Security modules, and Agent.
4. Click **Save Role**.
The role is now available in the dropdown when you invite someone or change an existing user's role.
Grant the narrowest set that lets someone do their job. It's easier to add a permission when somebody asks than to work out later why a role has access it never needed.
## Users
### Inviting a user
1. Go to the **Users** tab and click **+ Add User**.
2. Fill in their **name** and **email address**.
3. Assign a **role**.
4. Add them to one or more **channels** — this controls which conversations they can reach.
5. Add them to one or more **teams** (optional).
6. Click **Invite**.
They'll get an email invitation. Until they accept, they sit under the **Invites** tab.
Channel access and role are separate controls. A user with a permissive role but no channel assigned still sees no conversations. If someone reports an empty inbox, check their channel assignment before changing their role.
### Managing invitations
The **Invites** tab lists everyone who's been invited but hasn't signed in yet. From here you can **resend** an invitation if it never arrived, or **delete** it to withdraw access.
### Removing and restoring a user
Deleting a user moves them to the **Deleted Users** tab rather than erasing them. You can restore someone from there if you removed them by mistake, which keeps their history intact.
## Teams
A team is a group of users that conversations can be routed to as a unit — useful when you want "Sales" or "Support" to own a queue rather than assigning to individuals.
### Creating a team
1. Go to the **Teams** tab and click **+ Create Team**.
2. Enter the **team name**.
3. Select the **WhatsApp channel** this team handles.
4. Choose an **assignment rule** (below).
5. Save.
### Assignment rules
Every team has one rule that decides what happens to an incoming conversation:
| Rule | Behaviour |
| --------------- | ------------------------------------------------------------------------------------------- |
| **Round-robin** | Conversations are distributed evenly across all *active* team members. This is the default. |
| **Unassign** | Conversations go to the **Unassigned** tab, and agents pick them up themselves. |
Round-robin suits teams where any agent can handle any conversation and you want even load. Unassign suits teams where agents self-select — for example when conversations vary a lot in effort, or agents have different specialities.
Round-robin skips inactive members, so someone who is logged out or deactivated won't accumulate a silent backlog.
### Adding members to a team
After creating the team, click **Map Member to the Team**. A panel opens where you can search for users and add them. Only users who already have access to the team's channel can be added.
### Deleting a team
Deleting a team forces you to decide what happens to its conversations first. You'll be asked to either:
* **Assign them to a user** — the list shows only users with access to the same channels as the team, or
* **Resolve them all**.
Anywhere the team's name was used for identification, it becomes **"deleted team"** rather than disappearing, so historical records still read correctly.
## Example
**Scenario:** A 12-person company wants Sales and Support handled separately, and wants interns to work conversations without seeing billing.
1. Create a custom role, **Support Agent** — Conversations and Contacts permissions only, nothing under Accounts & Settings.
2. Create a team, **Support**, on the main WhatsApp channel with **Round-robin** so tickets spread evenly.
3. Create a team, **Sales**, on the same channel with **Unassign**, because reps pick the leads they want to work.
4. Invite the four interns with the **Support Agent** role, the main channel, and the **Support** team.
5. Invite the sales reps as **Members** on the **Sales** team.
Support tickets now distribute automatically; sales leads wait in Unassigned for a rep to claim.
## FAQs
Scope. A Team Admin has the same sorts of permission as an Admin, but bounded to the teams they belong to — they administer their team's conversations and data rather than the whole account.
No — Owner, Admin, Member, Team Admin, and Team Member are locked so their behaviour is predictable across accounts. Create a custom role with exactly the permissions you want instead.
Open the **Invites** tab and click resend. If it still doesn't arrive, check the address for typos, then ask them to look in spam — invitation emails are the most commonly filtered message Gallabox sends.
Check channel access first. Role and channel are separate controls, and a user with no channel assigned sees nothing regardless of role. Then check whether their team's assignment rule is **Unassign**, in which case conversations wait in the Unassigned tab rather than arriving directly.
Yes. Deleted users move to the **Deleted Users** tab, and you can restore them from there.
You choose before the deletion completes — either reassign them to a specific user with access to the same channels, or resolve all of them. Nothing is silently orphaned.
It depends on your plan. The **Users** tab shows your current count against your limit. If you're at the limit, remove an inactive user or upgrade your plan.
## Related Articles
* [Team Views](/conversations/team-views) — how routing rules and custom views shape what each person sees in the Inbox
* [Account Security](/settings/security) — Allowed IPs, session management, and audit trails
* [Two Factor Authentication](/settings/two-factor-authentication) — enabling and enforcing 2FA across your team
* [Activity Log](/settings/activity-log) — who changed what, and when