Question 1

If I am signed in, am I always the workspace owner?

Accepted Answer

Only in the workspace you own. After switching, you act as a member in someone else's workspace, and the sidebar shows an "Acting in" line to tell you so.

Question 2

Can two people own one account?

Accepted Answer

No. Every workspace has exactly one owner, and transferring ownership is not a self-serve control. Admin is the closest you can get: everything except billing and deletion.

Question 3

Why can my teammate not see the chatbots I created?

Accepted Answer

Almost always because they are standing in their own workspace rather than yours. Ask them to open Accounts and switch. Chatbots belong to a workspace and never move between them.

Question 4

I signed up twice with two email addresses. Can I merge them?

Accepted Answer

No. Those are two separate workspaces with two separate owners. Pick the one to keep, invite the other address into it as a member, and rebuild what you need there.

Question 5

Do I need a separate workspace for each of my clients?

Accepted Answer

Not necessarily. One workspace can hold several chatbots, and you can limit each member to selected chatbots. Separate workspaces make sense when the client should own and pay for their own.

Question 6

How do I tell which workspace I am in right now?

Accepted Answer

The sidebar shows an "Acting in" line under your name whenever you are inside someone else's workspace. If it is absent, you are in your own. The credit meter is the other quick giveaway.

Question 7

Does switching change my password or two-factor setup?

Accepted Answer

No. Security belongs to your login and travels with you. Switching changes only which workspace's chatbots, conversations, customers and credits you are working with.

Question 8

Can I keep two workspaces open in two browser tabs?

Accepted Answer

Not safely. Tabs share one session and one active workspace, so switching in one tab quietly changes what the other is talking to. Use two browsers if you truly need both at once.

Question 9

Why did switching take me to the dashboard home?

Accepted Answer

Switching is a full reload that lands on the dashboard home on purpose. The page you were reading belonged to the previous workspace and may not exist in the new one.

Question 10

I keep getting an access-denied message after switching. Why?

Accepted Answer

Your membership was revoked or the invitation expired, so the workspace is no longer yours to open. The app returns you to Accounts — pick a workspace you still belong to.

Question 11

Does a pending invitation use a seat?

Accepted Answer

Yes. Seats count the owner, every accepted member, and every invitation still waiting. Revoke the ones nobody will accept and the seat frees up immediately.

Question 12

Can I invite someone who already has their own Agentency workspace?

Accepted Answer

Yes, and it changes nothing about theirs. They keep their own workspace and switch between the two from the Accounts page. Their membership costs a seat in your workspace only.

Question 13

They clicked the link and got "this invitation is not for you". Why?

Accepted Answer

An invitation is bound to the exact email address it was sent to, so forwarding it does not work. They must sign in with that address, or you revoke it and invite the one they use.

Question 14

What does re-sending an invitation actually do?

Accepted Answer

It issues a fresh link and resets the expiry, and the previous link stops working at once. Wait about a minute between attempts — that gap is an anti-spam guard, not a fault.

Question 15

Will a new chatbot appear automatically for a member limited to selected chatbots?

Accepted Answer

No. A member scoped to specific chatbots will not see anything created later until you edit their access and tick the new one.

Question 16

What is the real difference between Admin and Editor?

Accepted Answer

Two things: an Admin can delete chatbots and can invite or remove other members. An Editor does everything else day to day — chatbots, knowledge, conversations, customers, channels and the widget.

Question 17

Can a Viewer use Test Chat?

Accepted Answer

Yes. Viewer is read-only everywhere else, but Test Chat is deliberately included so a manager can check the chatbot answers properly without being able to change it.

Question 18

Which role should I give a copywriter?

Accepted Answer

Editor. They get knowledge, conversations and chatbot editing without the ability to delete a chatbot or manage members. Use Custom if they should not see customer contact details.

Question 19

Can a member see the contact details my chatbot collects?

Accepted Answer

Only if their role includes customers. Admin, Editor and Viewer all read customer profiles; a Custom role can leave that group unticked. Note that visitors sometimes type an email straight into the chat.

Question 20

Why is there no billing checkbox in the Custom permission list?

Accepted Answer

Because billing is not a grantable permission. The subscription, invoices, credit purchases, developer keys and workspace deletion belong to the account owner alone, on every plan.

Question 21

Does removing a member delete their login?

Accepted Answer

No. It ends one membership. They keep their email address, password, profile, and any workspace they own themselves — nothing outside your workspace is touched.

Question 22

What happens to the chatbots and knowledge they built?

Accepted Answer

Everything stays. Content belongs to the workspace, not to whoever clicked Create, so removing a person changes access only. Their name may remain in historical records, which is intended.

Question 23

Can the owner leave and keep the chatbots?

Accepted Answer

No. The owner has no leave action anywhere, because the owner is the workspace. To close it down entirely, use the account deletion flow, which has its own recovery window.

Question 24

Why can I not remove another Admin?

Accepted Answer

Two admins are peers by design, so neither can lock the other out. Only the account owner can remove or edit an admin.

Question 25

I removed someone by mistake. Can I undo it?

Accepted Answer

There is no undo, but the fix is cheap: invite them again. Their previous role is not remembered, so set the role and chatbot access again when you do.

Question 26

Does a Viewer use a full seat?

Accepted Answer

Yes. Seats count people, not capability, so a read-only Viewer occupies exactly the same seat as an Admin. There is no cheaper limited seat.

Question 27

Can I buy extra seats without changing plan?

Accepted Answer

No. Seats are bundled into the plan. The extra-chatbot and extra-knowledge add-ons do not include seats, so more people means moving to a plan that covers them.

Question 28

Does being a member of someone else's workspace cost me a seat?

Accepted Answer

No. Seats are counted per workspace and charged to that workspace's owner. You can be a member of ten client workspaces and your own bill is unaffected.

Question 29

What happens to my team if I downgrade?

Accepted Answer

Nobody is removed and no invitation is cancelled. But new invitations are refused over the cap, and a pending one can fail on acceptance with an "account full" message until you free a seat.

Question 30

How many seats does each plan include?

Accepted Answer

That figure is published live on the pricing page and inside Settings → Billing, along with everything else the plan covers. The seats meter on Settings → Members shows what you are using today.

Question 31

Do my teammates' test chats spend my message credits?

Accepted Answer

Yes. Credits belong to the workspace, so anything answered inside your workspace draws on your balance, whoever triggered it. Seats and credits are separate limits.

Team workspaces FAQ