Everyone in your organization works inside one workspace. Each person has one login and one role in the workspace, which decides what they can open and change.
The three roles
| Role | Who it's for |
|---|---|
| Owner | The people accountable for the account. Everything an Admin can do, plus making other people owners. |
| Admin | The people who run the phone system day to day: users, extensions, call routing, numbers, compliance, billing and integrations. |
| Member | Everyone else. They make and take calls, text, chat, meet, send faxes and manage shared contacts. |
Owners and Admins have the same access to every setting. The only difference is that only an owner can make someone an owner, whether by inviting them as an owner or by changing their role. This stops an admin from promoting themselves to the top role.
Keep two owners
A workspace always has at least one owner, and you can't demote or remove the last one. Two owners means there's always someone who can manage roles if one of them is away or leaves.
What each role can do
| Task | Owner | Admin | Member |
|---|---|---|---|
| Use Phone, Messages, Team Chat, Video, Fax and Contacts | ✓ | ✓ | ✓ |
| Answer website visitors in Web Chat | ✓ | ✓ | ✓ |
| Add, edit and delete shared contacts | ✓ | ✓ | ✓ |
| Confirm their own 911 location | ✓ | ✓ | ✓ |
| Create video rooms and invite guests | ✓ | ✓ | ✓ |
| Invite people, change roles, remove people | ✓ | ✓ | — |
| Make someone an owner | ✓ | — | — |
| Settings: extensions, call routing, 911 addresses, recording, branding, company info | ✓ | ✓ | — |
| Numbers, Port numbers, Compliance, Billing, Integrations | ✓ | ✓ | — |
| Workspace call logs, usage reports and call recordings | ✓ | ✓ | — |
| Import contacts from a file | ✓ | ✓ | — |
| Set up the web chat widget, and turn on fax for a number | ✓ | ✓ | — |
| Switchboard and Wallboard | ✓ | ✓ | With a switchboard access group |
| Abuse & Blocking console | ✓ | ✓ | With an abuse security group |
| See every fax in the workspace | ✓ | ✓ | When an admin grants it |
Members don't see the Admin section of the sidebar at all.
Giving a member extra access
You don't need to make someone an Admin to give them one extra responsibility. Three features let you grant a member exactly what they need:
- Operators and supervisors. Add them to a switchboard access group, such as Agent or Supervisor. See Switchboard.
- Spam and abuse reviewers. Add them to an abuse security group, such as Reviewer or Moderator. See Spam reports & blocking.
- Fax handlers. Let them see all faxes, not just their own. See Fax.
Where to manage people
Go to Admin → Settings in the sidebar, open the Settings tab, and under People & Phones select Users. The panel is titled with your workspace name followed by Users & roles.
Invite someone
Enter their email and role
In Invite by email, type the person's work email address. Choose a Role: member, admin
or owner. Only an owner can choose owner. If an admin tries, they see "Only an owner can
grant the owner role."
Send the invitation
Select Invite. You'll see one of two confirmations:
- "Invited email — set-password email sent." They're new to intSignal Connect and have been emailed a link to set their password.
- "Added existing user email." They already have a login, so they're added straight away with no email.
Tell them to watch for the email
The set-password link expires after 30 minutes. If they miss it, they don't need a new invitation. They can select Forgot password? on the sign-in page. See Accept your invitation.
Give them a phone line
A person can't make or take calls until they have an extension. Go to People & Phones → Extensions, expand an extension, and choose them in User (web phone). Then select Apply Configuration. See Extensions & devices.
If you see "A valid email is required", check the address for typos or extra spaces.
Change someone's role
In the Users table, pick a new value in the person's Role dropdown. The change saves immediately, and there's no confirmation step, so double-check before you pick.
You can't demote the last owner. You'll see "Cannot demote the last owner", so make someone else an owner first.
Remove someone
Select Remove on their row and confirm. They lose access to the workspace at once.
Removing a person doesn't change anything that's configured for their extension. When someone leaves, work through this checklist so no calls or messages are lost:
- Extension. In Extensions, set their extension's User (web phone) to someone else, or to Unassigned.
- Forwarding. Clear or update any Forward ALL calls, Follow-me or Forward if no answer setting that points to their personal mobile number.
- Groups and queues. Remove their extension from ring groups, call queues and paging groups, or leave it if the extension is being handed to a replacement.
- Voicemail greeting. Replace their personal greeting if the extension is being reused.
- Access groups. Remove them from switchboard access and abuse security groups.
- Apply. Select Apply Configuration so routing changes go live.
You can't remove the last owner ("Cannot remove the last owner").
Common questions
A member needs to change call routing. Make them an Admin, or ask an Admin to make the change. Routing settings are only available to Owners and Admins.
Can we create custom roles? Workspaces use the three roles above. For the switchboard, the abuse console and faxes, use the access groups described in Giving a member extra access.