How to Manage Your Team (User Access)

Bring your team into HitlChat to share the workload. User Access lets you invite agents and managers to handle your WhatsApp inbox and pick up conversations handed off from your Botpress or Voiceflow bot — with the right role for each person. Here’s how to invite, set roles, and manage access.

Before you start

  • User Access is in the My Account menu and is available to account owners and full admins (limited admins and agents don’t see it).
  • You need a connected integration first — otherwise you’ll see “To invite team members you need to first create an integration.”
  • Your plan sets how many team members you can have.
1
Invite Team Members

Invite a team member

In Invite Team Members — “Invite your team members to manage your number and inbox chats as an agent or a manager” — enter their email address and click Send Invite. They receive an email invitation and appear in your team list as Pending until they accept.

If you’ve hit your plan’s user limit, the invite form is disabled and you’ll see “You have reached your current plan’s user limit…” with an Upgrade plan option — or remove a user to free up a seat.
2
Your Team Members

Your Team Members & statuses

The Your Team Members table lists everyone with their Name, Email, Role, and a Status:

  • Pending — invited; hasn’t accepted yet.
  • Active — accepted and able to log in.
  • Revoked — access removed; can’t log in.
3
Role

Roles explained

Each team member has a Role that controls what they can access:

  • Admin — full access, including settings, billing and managing other users.
  • Limited Admin (manager) — can run day-to-day features like Automations, Bot Settings and Quick Messages, but not User Access, billing or the integration/WhatsApp configuration.
  • Agent — the most restricted: focused on the inbox. Agents handle live chats and take over conversations from your Botpress or Voiceflow bot, but can’t change account settings or manage the team.
Set or change a member’s role from the Role dropdown in the team table.
4
Your Team Members

Change role, revoke or restore access

  • Change role — pick a new role from the Role dropdown; it applies straight away.
  • Remove a pending invitation — for someone who hasn’t accepted, the trash icon opens “Remove Invitation” (“This team member has not yet accepted their invitation…”) → Remove.
  • Revoke an active member — opens “Confirm Revoke Access” (“…They will no longer be able to log in.”) → Revoke. Their status becomes Revoked.
  • Restore — for a revoked member, click Unrevoke → “Restore Team Member Access” → Restore, and they can log in again.
5
Agent sign-up

What the invited person sees

When someone you invite opens their email link, they land on a “Create your Agent Account” page (“You’ve been invited to join the team. Complete your registration below.”). Their email is pre-filled; they add their first name, last name and a password, then click Create Account.

Once they verify their email and log in, their status flips to Active and they get the access their role allows — an Agent, for example, goes straight to the inbox to start handling chats and bot handoffs.

User Access FAQs

How do I add a team member in HitlChat?

Go to My Account → User Access, enter the person’s email under Invite Team Members, and click Send Invite. They’ll get an email invitation and show as Pending until they accept.

What's the difference between an Agent, a Limited Admin and an Admin?

Admin has full access (settings, billing, team). Limited Admin (manager) runs day-to-day features but can’t manage users, billing or the integration. Agent is focused on the inbox — handling chats and taking over from your Botpress or Voiceflow bot — without access to settings.

Who can manage the team?

Only account owners and full admins see User Access. Limited admins and agents don’t have access to it.

How do I change someone's role?

Use the Role dropdown next to them in the Your Team Members table — the change applies immediately.

How do I remove or suspend a team member?

For a pending invite, use the trash icon to Remove Invitation. For an active member, use it to Revoke Access (they can no longer log in). You can Unrevoke to restore them later.

What happens when an invited agent accepts?

They complete a short “Create your Agent Account” form (their email is pre-filled), verify their email, and log in. Their status becomes Active and they get the access their role allows.

Is there a limit on team members?

Yes — your plan sets the limit (shown as “Your current subscription plan limit: N team members”). At the cap, remove a user or upgrade your plan to add more.

Why can't I invite anyone?

You need a connected integration first (“To invite team members you need to first create an integration”), and you must be under your plan’s user limit.

Related guides

Inbox

How to Use the HitlChat Inbox

Where your agents handle live chats and take over conversations from your Botpress or Voiceflow bot.

Read guide →
Inbox

How to Take Over a Chat & Pause Your Bot

How an agent steps in, pauses the bot, and hands the conversation back.

Read guide →

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Stories from real businesses

Daniel Ortega

eCommerce Ops Manager

"WhatsApp is where most of our online customer conversations happen. Our Voiceflow assistant handles the basic questions really well, but when questions get more complicated hitlchat allows our team to jump in instantly without having to move the customer to another channel. It feels like true live chat inside WhatsApp and we’ve seen higher conversions because of it"

Sanjay Mehta

Conversational AI Agency

"The hitlchat setup is super simple, and its easy to use! Most of our clients run small teams handling WhatsApp conversations powered by a Voiceflow bot. hitlchat gives them one shared workspace to manage all their conversations. Being able to step into bot conversations directly inside WhatsApp has transformed their support workflows."

Lucas Bennett

Voiceflow Developer

"We've been building Voiceflow WhatsApp assistants for our clients across various industries (healthcare, ecommerce, restaurants etc) for a few years now. We had been looking for a way to route conversations from the Voiceflow assistant to live human agent for some time. Eventually we found out about hitlchat and honestly its been a gamechanger for us ever since. Our clients love it, and as a result we love it!"

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