Team Members, Roles, and Permissions
The Team Area is where you manage your teammates who respond to inquiries in the CRM: who is on the team, what they can do with which permission group, and which group they belong to…
On this page
The Team area is where you manage your teammates who respond to conversations in the CRM: who is on the team, what they can do based on their permission group, and which group they receive conversations from. These screens require the "Manage Team Members" permission.
- All membersTeam list, statuses, and invitations
- InvitationsUnaccepted invitations
- Permission GroupsWhat Roles Can Do in CRM
- GroupsWhich team calls will be routed to
Is it in the CRM or in your Blesyum account?
Some tasks are performed in the CRM’s team area, while others are handled in your Blesyum account (accounts.blesyum.com), which manages your entire workspace.
| Work | Where |
|---|---|
| Send an invitation via email and assign a CRM role and group | CRM: Team › Members › All members |
| Create an account directly (name, email, phone number, Temporary password) and grant access to multiple software programs | Blesyum Account: Team & Permissions › Users › Add User |
| CRM role, group, assignment limit, skills, and priority | CRM Member Page |
| Pausing or removing a user from the team in CRM only | CRM |
| Disabling and re-enabling workspace access, transferring ownership | Blesyum Account |
| Cancel your subscription | Blesyum Account Settings |
| Profile photo | Only the user themselves, from their own Blesyum account |
For the screen in your Blesyum account: Users.
Member List
On the Team › Members › All Members page, each row displays a team member’s name, email, role, and status; you can filter members using the “Search” feature. The "Status" column displays one of the following: Access Denied, Suspended, the person’s chosen availability (Free, Do Not Disturb, Invisible), last seen time, or whether they have accepted a meeting request.
The Team Status in the right column shows who is currently working: users are listed under the Online, Idle, Do Not Disturb, and Offline sections; below them, the number of open calls is displayed; for those who have reached their limit, it says "Capacity Full," and for those not accepting calls, it says "Not Accepting Calls." On a narrow screen, the same list opens via the "Team Status" button. If you have "View Reports" permission, a team member performance report will also appear below the list.
The "Pending" and "Access Denied" rows in the panel narrow down the list.
Inviting a Team Member
- Invite teammates — Click the button on the All Members page; a sidebar will open on the right.
- Emails — Enter the address and click
Enter; you can add multiple addresses (up to 100 at a time). - Role — Required. The list contains only roles that grant permissions in CRM.
- Group — Optional; if there is no group yet, you can add one later.
- Send Invitation — The invitation appears on the Invitations page. The recipient opens the link in the email; if they don’t have a Blesyum account, they sign up; if they do, they join using their existing account.
On the Invitations page, there are options to Resend, Copy Invitation Link, and Cancel for each invitation.
Member Page
Clicking on a name in the list opens the member’s profile page. On the Details tab:
- Details: Name and Assignment Limit, i.e., the maximum number of calls a person can handle at the same time.
- Skills and priority: used in the group’s assignment strategy; lower priority is tried first.
- Groups: the queues from which a person receives calls.
- Roles: A user inherits all permissions associated with the roles they have been assigned.
- Status after login: Accept calls, Do not accept calls, or Based on working hours.
When you make changes, the "Save Changes" button appears at the bottom. The "Conversations" tab lists the user's most recent conversations.
You cannot change your own role; another administrator can do so. The role of the workspace owner cannot be changed here either; ownership must first be transferred.
Permission Groups
Team › Permissions and Structure › Permission groups show what each role can do in the CRM. The Type column lists System or Custom roles. System roles are templates and read-only; to create your own role, open one and click Copy, or start from scratch with a New Permission Group.
On the settings screen, permissions are grouped under headings such as Conversations, Customers and Companies, Channels, Team, and BLE AI, and a description of what each permission enables is provided below each one. The "Search Permissions" feature, the "Select All" option for each section, and the "Sensitive" indicator (which signifies that the action is irreversible, involves spending money, or grants access to others) make your work easier.
- When you grant management permissions for a field, the view permission for that same field is also selected.
- You cannot grant a permission to someone else that you do not have yourself.
- You cannot edit your own role; the workspace owner is the exception to this rule.
- Changes take effect immediately for everyone with that role.
- Changing roles requires the "Create, edit, and delete permission groups" permission; if you do not have this permission, you will only be able to view the screen.
If a role grants permissions in other software as well, the list will indicate "Also used in other software." The CRM screen only changes CRM permissions; changes to other permissions and the deletion of such a role are performed through your Blesyum account. A role that is still assigned to members cannot be deleted; first, move the members to another role.
Groups
Team › Permissions and Structure › Groups determine which team members will be invited to a new conversation. In the form that opens when you click “Add New Group”:
- Assignment method: Automatic assignment distributes calls among agents who accept them; manual assignment notifies everyone, and the call is assigned to the first agent to accept it.
- Assignment strategy: First available, In order (longest time without a job), Longest time idle, Fewest open conversations, or Priority, then most skilled.
- Required skills: The agent must possess all of these to be assigned calls from this group.
- Members: Each member is either a Primary Representative or an Alternate Representative; an Alternate is assigned only if the Primary is unavailable or has reached their limit.
All agents are included in the default group and cannot be deleted. Deleting a group does not delete its members or their conversations.
Suspension and Removal from the Team
From the three-dot menu on the line or the Actions button on the member page:
- Pause in CRM: The contact will not receive new appointments and will appear as "on hold" to the team; the Blesyum account and other software are not affected. You can leave it on hold until you remove it or select an end date, and if you wish, you can enter a reason to be displayed to the team. To restore it, reactivate it in CRM.
- Remove from the team: The person loses access to this workspace, their roles, and group memberships; their Blesyum account is not deleted. You can leave a note in the activity log.
If the user has open calls, the system asks what to do: Send back to the queue (default; the first available team member takes it over) or transfer to a specific person. There is also an option to “Keep in Assignment” when putting a call on hold.
These options are disabled for the workspace owner and for you; the reason is stated in the menu. In the menu of a member whose access has been disabled via their Blesyum account, only "Manage in Blesyum Account" is available.