Team

Your support team is only as effective as the way it's organized. In WizMessage, multiple agents share a single account's inbox — each with a clear role (Owner, Admin, or Agent) that controls what they can see and change. You invite members by email with secure, time-limited links (valid for 7 days), and the system enforces strict email matching so only the intended person can accept. When you add, update, or remove a team member, all active dashboards and mobile apps refresh instantly — no page reload needed. Revoke access with one click when someone leaves, keeping your customer data secure.

The Team Invitation Lifecycle

Admin

Send Invite

Admin sends an invite specifying exact email and role.

Agent

Active Status

Agent accepts using the strict matching email.

System

Invited Status

Agent receives a secure link valid for 7 days.

System

Collaboration

team_member_sync background notification refreshes dashboards instantly.

Admin

Send Invite

Admin sends an invite specifying exact email and role.

System

Invited Status

Agent receives a secure link valid for 7 days.

Agent

Active Status

Agent accepts using the strict matching email.

System

Collaboration

team_member_sync background notification refreshes dashboards instantly.

What you can do here

Manage roles — delegate access safely via Owner, Admin, or Agent tiers.
Track statuses — see who is Invited, Active, or Revoked.
Secure access — 7-day link expiry (TTL) and strict email matching ensure only authorized users join.
Real-time updates — team_member_sync background notification ensures instant roster refresh without manual page reloads.

Role Management

Assign Owner, Admin, or Agent permissions to control access.

Status Tracking

Monitor Invited, Active, and Revoked agent states.

Secure Access

7-day link expiry and strict email matching.

Real-Time Sync

Live updates via team_member_sync for all dashboards.

How to invite a team member

How to invite a new agent

Step 1

Initiate Invite

Go to Settings > Team and click Invite Member. Enter the exact email address of the agent.

Step 2

Select Role

Choose Agent (front-line read/reply/assign/labels) or Admin (manage SLA, Business Hours, Team).

Step 3

Send Secure Link

Click Send Invite. The agent receives an email with a 7-day secure joining link (/coext/team/join/{uuid}).

Step 1

Initiate Invite

Go to Settings > Team and click Invite Member. Enter the exact email address of the agent.

Step 2

Select Role

Choose Agent (front-line read/reply/assign/labels) or Admin (manage SLA, Business Hours, Team).

Step 3

Send Secure Link

Click Send Invite. The agent receives an email with a 7-day secure joining link (/coext/team/join/{uuid}).

Tip: Keep the number of Admins low. Grant the Agent role to your day-to-day operators; this limits accidental modifications to SLA policies, business hours, and integrations.

Making the Most of Your Team

Growing your team the right way keeps quality high and costs manageable. Here's a simple rule of thumb: if an agent handles 30–50 messages per hour for routine queries, calculate your concurrent chat load as: Concurrent chats = Messages per hour ÷ 30. Then target 1.2–1.5 agents per concurrent chat.

30-50

Routine messages handled per agent per hour

1.2-1.5

Target agents needed per concurrent chat

7days

Expiry limit for secure invitation links

How top teams structure their support

Playbook: Team Structures That Work

Startup

Small Team (1-5)

2-3 frontline agents and 1 team lead sharing the inbox with manual assignment works perfectly at this scale.

Scaling

Medium Team (6-25)

Introduce tier-1 support, 1-3 specialists, a lead per 6-8 agents, and dedicated escalation handlers.

Dynamic

Shift & Seasonal

Invite temporary agents for seasonal peaks and overlap shifts (e.g., 1-5 PM handover) for regional coverage.

Real results

Staffing Efficiency with Role Management

Admin Overhead

HighReduced

Account Security

Shared LoginsStrict Email Match

WizMessage teams using granular role-based access

Conversations — The shared inbox where your active team collaborates.
SLA Policies — Set targets for your team's response and resolution times.
Business Hours — Configure when your team is active and when timers should pause.

Team

The Team Invitation Lifecycle

Admin

Send Invite

Admin sends an invite specifying exact email and role.

Agent

Active Status

Agent accepts using the strict matching email.

System

Invited Status

Agent receives a secure link valid for 7 days.

System

Collaboration

team_member_sync background notification refreshes dashboards instantly.

Admin

Send Invite

Admin sends an invite specifying exact email and role.

System

Invited Status

Agent receives a secure link valid for 7 days.

Agent

Active Status

Agent accepts using the strict matching email.

System

Collaboration

team_member_sync background notification refreshes dashboards instantly.

What you can do here

Manage roles — delegate access safely via Owner, Admin, or Agent tiers.

Track statuses — see who is Invited, Active, or Revoked.

Secure access — 7-day link expiry (TTL) and strict email matching ensure only authorized users join.

Real-time updates — team_member_sync background notification ensures instant roster refresh without manual page reloads.

Role Management

Assign Owner, Admin, or Agent permissions to control access.

Status Tracking

Monitor Invited, Active, and Revoked agent states.

Secure Access

7-day link expiry and strict email matching.

Real-Time Sync

Live updates via team_member_sync for all dashboards.

How to invite a team member

How to invite a new agent

Step 1

Initiate Invite

Go to Settings > Team and click Invite Member. Enter the exact email address of the agent.

Step 2

Select Role

Choose Agent (front-line read/reply/assign/labels) or Admin (manage SLA, Business Hours, Team).

Step 3

Send Secure Link

Click Send Invite. The agent receives an email with a 7-day secure joining link (/coext/team/join/{uuid}).

Step 1

Initiate Invite

Go to Settings > Team and click Invite Member. Enter the exact email address of the agent.

Step 2

Select Role

Choose Agent (front-line read/reply/assign/labels) or Admin (manage SLA, Business Hours, Team).

Step 3

Send Secure Link

Click Send Invite. The agent receives an email with a 7-day secure joining link (/coext/team/join/{uuid}).

Tip: Keep the number of Admins low. Grant the Agent role to your day-to-day operators; this limits accidental modifications to SLA policies, business hours, and integrations.

Making the Most of Your Team

30-50

Routine messages handled per agent per hour

1.2-1.5

Target agents needed per concurrent chat

7days

Expiry limit for secure invitation links

Playbook: Team Structures That Work

Startup

Small Team (1-5)

2-3 frontline agents and 1 team lead sharing the inbox with manual assignment works perfectly at this scale.

Scaling

Medium Team (6-25)

Introduce tier-1 support, 1-3 specialists, a lead per 6-8 agents, and dedicated escalation handlers.

Dynamic

Shift & Seasonal

Invite temporary agents for seasonal peaks and overlap shifts (e.g., 1-5 PM handover) for regional coverage.

Staffing Efficiency with Role Management

Admin Overhead

HighReduced

Account Security

Shared LoginsStrict Email Match

WizMessage teams using granular role-based access

The Team Invitation Lifecycle

Send Invite

Active Status

Invited Status

Collaboration

Send Invite

Invited Status

Active Status

Collaboration

Role Management

Status Tracking

Secure Access

Real-Time Sync

How to invite a new agent

Initiate Invite

Select Role

Send Secure Link

Initiate Invite

Select Role

Send Secure Link

Playbook: Team Structures That Work

Small Team (1-5)

Medium Team (6-25)

Shift & Seasonal

Staffing Efficiency with Role Management

Continue Learning

API Management

Bot Escalations

Excluded Numbers

The Team Invitation Lifecycle

Send Invite

Active Status

Invited Status

Collaboration

Send Invite

Invited Status

Active Status

Collaboration

Role Management

Status Tracking

Secure Access

Real-Time Sync

How to invite a new agent

Initiate Invite

Select Role

Send Secure Link

Initiate Invite

Select Role

Send Secure Link

Playbook: Team Structures That Work

Small Team (1-5)

Medium Team (6-25)

Shift & Seasonal

Staffing Efficiency with Role Management