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Your PingBack workspace supports multiple team members so you can share the support workload across your organization. Each member has a role that controls what they can do, and an availability status that signals whether they are ready to handle conversations.

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Roles

The owner role is permanent and tied to the account that created the business. You cannot transfer ownership or remove the owner from the workspace.

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Role permissions at a glance

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Agent availability status

Every agent has a status that indicates their current availability. This status is visible to other team members in the dashboard. Agents update their own status at any time. When an agent comes online, they set themselves to live. When they step away, they switch to away or offline. To update your status via the API:
Valid values are live, away, and offline.

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Inviting an agent

Only the workspace owner can invite team members. Admins cannot invite other agents.
The person you want to invite must already have a PingBack account before you can add them to your workspace.
1

Get the agent's email

Ask the agent to sign up at PingBack and confirm their email address.
2

Send the invite

Go to Settings → Team in your dashboard and enter their email address, or use the API:
Set role to either agent or admin.
3

Agent joins the workspace

The agent now appears in your team members list and can log in to handle conversations.
If the invite returns a “User not found” error, the person has not signed up for PingBack yet. Ask them to create an account first.

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Assigning conversations

Owners and admins can assign any conversation to a specific agent. Assignment helps distribute workload and ensures customers get responses from the right person. To assign a conversation via the API:
When a conversation is assigned, the assigned agent receives an instant notification so they can respond promptly.
You can only assign conversations to active team members who belong to your workspace.

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Plan limits

The number of agents you can invite depends on your plan.
On the Free plan, you cannot invite any agents. Upgrade to Mini or Pro to grow your support team.