Manage team roles and workspace access

Give each teammate the access needed for their daily work, then check the result from that person's account. Momo Business separates the actions a role allows from the inboxes and numbers assigned to a person.

For example, a new support colleague may need to answer customers through the support inbox and business number, while a supervisor needs a wider view of the team's work.

Before you start

You need access to Team settings. Managing people, editing roles and assigning resources have separate permissions; viewing the roster alone does not let you change another person's access. Creating staff accounts also requires permission to add human agents.

Decide which modules the colleague needs, whether they should see their own work or everyone's, and which connected inboxes and numbers they should use. Keep an active workspace owner available while changing administrative access.

Add the person and configure access

1. If the colleague does not have an account, open Agent Manager, select Human Agents and choose Add Human Agent. Enter Full Name, Email and the appropriate Role. Phone and Username (calling address) are optional. Copy access from copies another teammate's inbox and number assignments; review that person's assignments before using it. Select Add Human Agent when ready. This creates the account and sends an onboarding email containing a temporary password.
2. Open Team settings. Its tabs are People, Roles and, when permitted, Inboxes & Numbers. In People, search by name, email or role and open the colleague's details. Check their identity before making changes.
3. For a custom role, open Roles. Use Duplicate on a suitable built-in role, give the copy a clear name and select Duplicate Role. Alternatively, Create Role starts an empty role that needs its access configured before assignment. Review the available module levels: None, View, Operate and Manage. Higher levels include the actions below them. Choose only the levels needed for the job.
4. Review each available visibility question. Their own and Everything describe whose data the role can see, separately from its action level. Save the custom role with Save Changes. Return to the person in People, choose the intended Role and select Change Role. Changes to a shared custom role affect everyone assigned to it.
5. In the person's details, find Inboxes & Numbers. Select the intended resources and choose Save Assignments. Assignments identify resources; they do not replace permission to use the relevant module. Owners bypass resource assignments, so an owner account is not a useful test of a restricted teammate's setup.
6. Open Effective access to review the person's combined permissions and named assignments. Check Recent changes for the saved updates, then have the colleague sign in and verify the intended pages, inboxes and numbers.

What success looks like

The colleague can perform their expected work and sees the resources intended for them. For support staff, try opening the assigned inbox and reviewing an existing conversation before handling a customer. The Inbox guide covers that workflow.

Resolve common access problems

• The person appears but their details are unavailable: viewing another person's details requires team management access.
• An inbox or number is missing: check both module permissions and assignments in the person's details. If the separate Inboxes & Numbers tab shows no options, use that person's assignment editor.
• A role grants less than expected: you can grant only permissions you hold. Ask a workspace owner to review the saved result.
• An account already exists but is deactivated: open it in People and use Activate. Do not create another account with the same email.

When a colleague leaves, use Deactivate in their details. Your own account, system accounts and the last active owner have protective restrictions; arrange ownership changes before removing administrative access.

Test the job, not just the role name

Prepare three checks for each common role: a task the person should perform, a resource they should see, and a management action they should not need. For a support colleague, this could be replying in the assigned inbox, reading their team's ticket, and leaving billing administration to an owner.

Have the colleague run the checks after signing in with their own account. An owner impersonating the workflow by clicking the same menus does not prove that a restricted role works. If a task fails, compare Effective access with both the module permission and resource assignment before increasing access broadly.

When several staff share a custom role, review who uses it before editing. A change intended for one person may affect the whole team. Use a separate role when the responsibilities are materially different.

During staff departures or role changes, reassign open conversations and tickets as part of your team process. Deactivating access stops future work by that person; it does not complete their outstanding customer commitments.