Skip to main content
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.

​
Roles

RoleWho they areWhat they can do
ownerThe person who created the workspace.Full control over all settings, channels, team, and billing. Cannot be removed from the workspace.
adminTeam members promoted to admin.Can invite and remove agents, assign conversations, and manage most settings.
agentStandard support team members.Handle conversations, send messages, and update their own availability status.
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.

​
Role permissions at a glance

ActionOwnerAdminAgent
Invite team membersYesNoNo
Remove team membersYesNoNo
Assign conversationsYesYesNo
Handle conversationsYesYesYes
Update own statusYesYesYes
Manage channelsYesNoNo
Manage billingYesNoNo

​
Agent availability status

Every agent has a status that indicates their current availability. This status is visible to other team members in the dashboard.
StatusMeaning
liveThe agent is active and available to take conversations.
awayThe agent is temporarily unavailable (e.g., on a break).
offlineThe agent is not currently working.
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: 
PATCH https://api.pingback.live/api/v1/team/status

{
  "status": "live"
}
Valid values are live, away, and offline.

​
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:
POST https://api.pingback.live/api/v1/team/invite?email=agent@example.com&role=agent
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.

​
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: 
POST https://api.pingback.live/api/v1/team/assign/{conversation_id}?agent_id={agent_id}
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.

​
Plan limits

The number of agents you can invite depends on your plan.
PlanAgents allowedNotes
Free0The owner works alone. No additional agents can be invited.
MiniUp to 2Two agents in addition to the owner.
ProUp to 5Five agents in addition to the owner.
On the Free plan, you cannot invite any agents. Upgrade to Mini or Pro to grow your support team.