Inviting your team
Add agents, set roles, and organise your team into groups for routing and assignment.
Roles overview
LiyaSupport uses role-based access control (RBAC) to define what each team member can see and do. There are three built-in roles:
| Role | Who it's for | Key permissions |
|---|---|---|
| Owner | Workspace creator / billing contact | Full access: billing, settings, integrations, team management, all conversations |
| Admin | Team leads and support managers | All agent permissions + team management, automations, knowledge base management, analytics |
| Agent | Frontline support staff | View and reply to assigned conversations, use knowledge base, view personal analytics |
Inviting teammates
Go to Settings → Team
From the dashboard sidebar, navigate to Team. You'll see a list of current workspace members.
Click 'Invite member'
Enter the invitee's email address and select their role: Agent or Admin.
You can invite multiple people at once by entering multiple email addresses separated by commas (e.g. [email protected], [email protected]).
Invitee accepts the invitation
The invitee receives an email with a secure join link valid for 7 days. They'll be prompted to set a password (or sign in with Google/Microsoft SSO if configured).
Organising agents into groups
Groups let you route incoming tickets to the right team. Common examples: "Billing", "Technical", "Tier 1", "Tier 2", "Enterprise Accounts".
Create a group
Go to Team → Groups → Create group. Give it a name and optional description.
Add members to the group
Search and add team members. An agent can belong to multiple groups.
Set up routing to the group
In Settings → Automations → Routing, create a rule that assigns conversations to this group based on intent, channel, or custom conditions (e.g. "If intent is Billing → assign to Billing group").
Availability and working hours
Each agent can set their availability status:
- Online — available for new assignments
- Busy — active but at capacity; new tickets route to other available agents
- Away — not available; tickets route to available teammates or queue
Agents set their status from the user menu in the top-right corner of the dashboard. Admins can also set team-wide business hours under Settings → General → Business hours — outside these hours, auto-replies and SLA clocks behave differently.
Agent capacity limits
To prevent overload, you can set a maximum number of open conversations per agent. When an agent reaches their limit, new auto-assignments skip them and route to the next available agent in the group.
Configure this in Settings → Team → Agent capacity.
Removing a team member
Go to Team, find the member, click the three-dot menu, and select Remove from workspace. Their open conversations will be unassigned and can be reassigned via the bulk-action toolbar in the inbox.