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Team invitation

Learn how to invite team members, assign appropriate roles, and organize your customer service team for maximum efficiency and collaboration in Fiko.

Understanding Team Roles

Before inviting team members, it's important to understand the different roles available in Fiko. Each role has specific permissions designed to match common organizational structures:

Admin

  • Full system access and control
  • Manage team members and invitations
  • Configure channels and integrations
  • Access all conversations and data
  • View analytics and generate reports
  • Manage company settings and billing
  • Create and manage team groups
Full Control

CS (Customer Service)

  • Handle customer conversations
  • Use canned responses and automation
  • Add tags and internal notes
  • View assigned conversations and groups
  • Access customer information and history
  • Basic reporting and performance metrics
  • Participate in team groups and workflows
Customer Support

Viewer

  • Read-only access to the workspace
  • Can review team, analytics, and other visible pages
  • Cannot invite members or manage settings
  • Useful for supervisors and stakeholders who only need visibility
Read Only

Role Selection Guidelines

Choose Admin for:

  • Team leaders and managers
  • IT staff managing integrations
  • People who need full system control
  • Users who manage team members and settings

Choose CS (Customer Service) for:

  • Customer service representatives
  • Support staff handling daily conversations
  • Team members who respond to customers
  • Agents working in team groups

Choose Viewer when someone needs read-only visibility into the workspace but should not reply to customers or change team settings.

Inviting Team Members

Adding team members to Fiko requires individual invitations. Only Company Admins with Super Admin rights can access the team invitation functionality:

1

Sending Individual Invitations

To invite a single team member:

  • Navigate to Team Settings: Click "Team" in the main navigation
  • Go to Agents Tab: Click on the "Agents" tab
  • Click "Invite Team Member": Look for the invite button
  • Fill Required Fields: Enter email address and select a role (Admin, CS, or Viewer)
  • Send Invitation: Click send to deliver the invitation email

The invitee will receive an email with instructions to join your Fiko team and set up their account.

Seat-Based Access

The Invite Team Member button can be disabled when your company has no available seats. In that case, add more seats first, then open the invitation modal.

Individual Invitations Only

Bulk invitation features are not available in the Fiko platform. All team members must be invited individually through the Agents tab in Team settings.

Managing Invitations

After sending invitations, you can track their status and take additional actions as needed:

Invitation Status Management

Pending invitations appear directly in the Agents table with an Invited status. If an invitation was sent by mistake, you can cancel it from the pending invitation row.

Team Management

Once team members have joined, you can manage their roles, permissions, and status:

Changing Roles

Use the row actions menu to change a team member's role without re-inviting them.

  • Available role changes include Admin, CS, and Viewer
  • Role changes are confirmed before they are applied
  • Use role changes carefully because permissions update immediately
  • Some accounts may still have additional protection depending on your access

Deactivating Members

When team members need access managed:

  • CS Members: Can toggle active/inactive status
  • All Members: Can be permanently deleted from the team
  • Deactivation immediately revokes platform access
  • Deletion removes the member permanently (with confirmation)
  • Conversation history remains intact after removal

Important Notes

  • • Only Company Admins with Super Admin rights can manage team members
  • • CS members can be activated/deactivated, Admin members can only be deleted
  • • All deletions require confirmation and are permanent
  • • You cannot delete yourself — ensure another admin exists first

Team Groups and Organization

For larger teams, organize members into groups for better workflow management:

Team Groups Benefits

Organization:

  • Group by department (Sales, Support, Technical)
  • Organize by expertise (WhatsApp specialists, Multilingual)
  • Create shift-based groups (Morning, Evening, Weekend)

Workflow Benefits:

  • Assign conversations to specific groups
  • Set up automated routing rules
  • Generate group-specific performance reports

Best Practices

Follow these recommendations for effective team management:

Team Setup Best Practices

  • Start with minimal roles: Begin with basic permissions and expand as needed
  • Use descriptive names: Help team members understand their responsibilities
  • Regular role review: Quarterly check if roles still match responsibilities
  • Document permissions: Keep team informed about what each role can do

Communication Tips

  • Onboarding process: Have a checklist for new team members
  • Training schedule: Ensure everyone knows how to use Fiko effectively
  • Regular check-ins: Ask for feedback on permissions and access needs
  • Change notifications: Inform team when roles or access change

Common Issues

Solutions to frequently encountered team invitation and management problems:

Team member didn't receive invitation email

  • Check spam/junk folders
  • Verify email address is correct
  • Cancel the pending invitation and send a fresh one if needed
  • Check with IT department about email filtering

Can't change team member's role

  • Verify you have Administrator permissions
  • Open the row actions menu from the Agents table
  • Refresh the page if the latest role is not shown yet
  • Check that you are not trying to modify your own protected account

Cannot access team invitation feature

  • Verify you have Company Admin permissions
  • Navigate to Team → Agents tab
  • Check whether your company has any seats available for new members
  • Contact your system administrator if access is still denied

Next Steps

With your team in place, you're ready to start connecting channels and handling customer conversations:

Set Up Channels

Connect WhatsApp, LINE, or create website widgets to start receiving customer messages.

Channel Setup Guide

Team Training

Learn about conversation management, automation tools, and team collaboration features.

Team Training

Team Management Questions?

Need help with team invitations, role assignments, or user management? Our support team can help you set up your team structure. Check our troubleshooting guide or contact us for personalized assistance.

Team Invitation — Getting Started