> ## Documentation Index
> Fetch the complete documentation index at: https://docs.pingback.live/llms.txt
> Use this file to discover all available pages before exploring further.

# Team

> Manage agents, roles, and availability in your PingBack workspace.

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

| Role    | Who they are                          | What they can do                                                                                   |
| ------- | ------------------------------------- | -------------------------------------------------------------------------------------------------- |
| `owner` | The person who created the workspace. | Full control over all settings, channels, team, and billing. Cannot be removed from the workspace. |
| `admin` | Team members promoted to admin.       | Can invite and remove agents, assign conversations, and manage most settings.                      |
| `agent` | Standard support team members.        | Handle conversations, send messages, and update their own availability status.                     |

<Note>
  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.
</Note>

### Role permissions at a glance

| Action               | Owner | Admin | Agent |
| -------------------- | ----- | ----- | ----- |
| Invite team members  | Yes   | No    | No    |
| Remove team members  | Yes   | No    | No    |
| Assign conversations | Yes   | Yes   | No    |
| Handle conversations | Yes   | Yes   | Yes   |
| Update own status    | Yes   | Yes   | Yes   |
| Manage channels      | Yes   | No    | No    |
| Manage billing       | Yes   | No    | No    |

## Agent availability status

Every agent has a `status` that indicates their current availability. This status is visible to other team members in the dashboard.

| Status    | Meaning                                                  |
| --------- | -------------------------------------------------------- |
| `live`    | The agent is active and available to take conversations. |
| `away`    | The agent is temporarily unavailable (e.g., on a break). |
| `offline` | The 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:

```bash theme={null}
PATCH https://api.pingback.live/api/v1/team/status
```

```json theme={null}
{
  "status": "live"
}
```

Valid values are `live`, `away`, and `offline`.

## Inviting an agent

<Warning>
  Only the workspace owner can invite team members. Admins cannot invite other agents.
</Warning>

The person you want to invite must already have a PingBack account before you can add them to your workspace.

<Steps>
  <Step title="Get the agent's email">
    Ask the agent to sign up at PingBack and confirm their email address.
  </Step>

  <Step title="Send the invite">
    Go to **Settings → Team** in your dashboard and enter their email address, or use the API:

    ```bash theme={null}
    POST https://api.pingback.live/api/v1/team/invite?email=agent@example.com&role=agent
    ```

    Set `role` to either `agent` or `admin`.
  </Step>

  <Step title="Agent joins the workspace">
    The agent now appears in your team members list and can log in to handle conversations.
  </Step>
</Steps>

<Tip>
  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.
</Tip>

## 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:

```bash theme={null}
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.

<Note>
  You can only assign conversations to active team members who belong to your workspace.
</Note>

## Plan limits

The number of agents you can invite depends on your plan.

| Plan | Agents allowed | Notes                                                       |
| ---- | -------------- | ----------------------------------------------------------- |
| Free | 0              | The owner works alone. No additional agents can be invited. |
| Mini | Up to 2        | Two agents in addition to the owner.                        |
| Pro  | Up to 5        | Five agents in addition to the owner.                       |

<Warning>
  On the Free plan, you cannot invite any agents. Upgrade to Mini or Pro to grow your support team.
</Warning>