Managing Your Team

Adding team members

To add operators to your project:

1. Go to Admin → Projects → [Your Project] → Members
2. Enter the user's email address (they must have a Chatonio account)
3. Select their role: Admin or Operator
4. Click Add

Roles

• Admin — full project management (channels, AI config, integrations, billing)
• 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] → 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.