Managing Your Team

Adding team members

Team members join your project through email invitations:

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

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

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

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