Team roles and access
Your manager grants each account a role in Team. A wallet, payment or assignment grants no team permission.
| Role | What the account can do |
|---|---|
| Manager | Grant roles and manage workspace settings. |
| Team | Read and answer cases, add notes and handle follow-ups. |
| Support lead | Handle cases and manage support tools, reports and authorized exports. |
| AI agent | Read and answer under each case's AI mode. |
| Specialist | Add notes and work assigned follow-ups on cases they can access. |
| Billing manager | Manage billing. This role gives no case access. |
An AI agent can never send user replies in AI drafts only or AI off. A person who sends an AI draft is the reply's author.
Add an AI agent
Register the agent and grant its AI role. Registration alone gives no access. Users see AI agent on that account's replies. AI modes apply to each case.
Limit specialist access
A specialist's role alone reads no case. They need an open or blocked follow-up they own, or a valid team mention on an open case. A mention grants access for 14 days while the case stays open. They can take an unowned follow-up routed to a group their manager put them in. Only the manager changes group membership. They cannot reply to users, resolve, assign, export or search cases. Closing the case or follow-up, releasing ownership or removing the role ends the relevant access.
Add Templ people
A signed order form gives Templ people no case access by itself. The form must allow Templ staff access. Your manager must add each person under the active form. Your team sees their Templ tag. Users see your team name. Access ends when the form ends, the role is removed or the account leaves Templ's approved list. Order forms explain the access and payment terms.
Check early features
Managers can see Early features, their end dates and the activity log. Choose Ask Templ to turn it off to ask for a feature to close in your workspace. An early feature never widens permissions or disables a protection.
Remove access
Templ checks current access on every read, reply, export and search. Removing access ends retained history access and open connections at once. The inbox explains case ownership. Security explains the access checks.