Operators, roles and seats
Who can take a live chat, how they sign in, how many can work at once, and how seats are billed.
On this page
Adding an operator
Invite them from Workspace → Members. They receive an email, set a password, and get their own login. You can also make yourself an operator without a second account, which is what most solo customers do.
Each operator is bound to one chatbot. Routing is scoped to that binding, so an operator assigned to chatbot A never receives a conversation from chatbot B.
Roles
| Role | Can do |
|---|---|
| Owner | Everything, including billing and deleting the workspace. |
| Admin | Manage chatbots, knowledge, operators and settings. |
| Operator | Handle live chats, view leads, manage their own profile. No access to chatbot configuration, analytics or billing. |
Seats and capacity
Each plan includes a number of operator seats, and you can buy extra seats as an add-on. Seat pricing is on the pricing page.
| Plan | Included operator seats |
|---|---|
| Free | 0 |
| Starter | 1 |
| Standard | 2 |
| Professional | 3 |
| Enterprise | Unlimited |
| Control | Default | Meaning |
|---|---|---|
| Concurrent chats per operator | 5 | How many live conversations one operator can hold at once. Past it they are "busy" for routing. |
| Accepting chats | On | A do-not-disturb switch. The operator stays online but receives no new assignments. |
| Online status | Derived | An operator counts as online while their dashboard holds a live connection. |
Departments
Departments group operators. Sales, Support, Billing. A visitor can be asked to pick one when they request a human, and each department can carry its own business hours. Routing then only considers operators in the chosen department.
Routing strategies
| Strategy | Behaviour |
|---|---|
| Least busy *(default)* | The eligible operator with the fewest active chats. Ties are broken in rotation. |
| Round robin | Strict rotation regardless of current load. |
| First available | The first eligible operator found. |
In all three, only operators who are online, accepting chats, under their concurrency limit and in the requested department are considered.
Making sure they notice
- In-dashboard toast and sound while the tab is open.
- Browser push, for when the dashboard tab is closed. The operator has to grant permission once.
- Email, as a backstop when nobody picked the conversation up. Repeated messages from the same waiting visitor are debounced to one email per minute.
Each operator controls their own notification preferences from Settings.
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