Managing Your Team

Adding team members

Team members join your project through email invitations:

Go to Admin → Projects → [Your Project] → Team
Enter the person's email address — they don't need a Chatonio account yet
Select their role: Admin, Manager, or Operator
Click Send Invite

The invite form on the Team page: email address, role and Send Invite

The invitee receives an email with an invitation link. If they don't have a Chatonio account yet, they can simply register with that email — the invitation is accepted automatically once they verify it. Pending invitations appear in a table below the members list, where you can resend or cancel them. Invitations expire after 7 days.

Roles

Admin — full project management (channels, AI config, integrations, billing)
Manager — everything an Admin can do, except admin-tier actions: cannot invite, promote, demote, or remove Admins
Operator — can view and respond to conversations, manage their own schedule

Shift schedules

Set up weekly shift schedules so Chatonio knows when operators are available:

Go to Admin → Projects → [Your Project] → Team → Operator schedules
Select an operator and add shift slots (day, start time, end time, timezone)
Operators can have multiple shifts per day (e.g., morning + afternoon)

Editing an operator's shift slots, with Monday split into a morning and an afternoon shift

Availability

Chatonio uses a three-layer availability model:

Schedule — base layer, determined by shift slots
Manual override — operators can set themselves Online, Away, or Offline regardless of schedule
Effective status — the combination of schedule + manual override, used for routing

Each operator sets their own override under Settings → Notifications → Availability. Left on Auto, the shift schedule decides.

The Availability card in operator settings, with the effective status below the four options

New conversations are automatically routed to the available operator with the fewest active conversations.