Guide
Team & Roles
Invite your team to Sonny and control what each person can access. There are no seat limits — add as many team members as you need at no extra cost.
Four roles
Every team member has one of four roles. Roles determine what they can see and do in your workspace.
Owner
Full control over the workspace. Can manage billing, team members, all settings, and the inbox. Every workspace must have at least one owner.
Admin
Can manage settings, team members, and the inbox. Cannot access billing.
Agent
Can use the inbox to handle conversations, manage contacts, use saved replies, and view reporting. Cannot access settings or team management.
Viewer
Read-only access. Can look at conversations, contacts, and reporting, but cannot reply or change anything. Useful for managers who need visibility without hands-on access.
Permissions at a glance
A quick reference for what each role can do.
| Feature | Owner | Admin | Agent | Viewer |
|---|---|---|---|---|
| View conversations and contacts | Yes | Yes | Yes | Yes |
| Reply to conversations | Yes | Yes | Yes | - |
| Manage contacts and tags | Yes | Yes | Yes | - |
| Use saved replies | Yes | Yes | Yes | - |
| Manage workspace settings | Yes | Yes | - | - |
| Manage channels (chat and email) | Yes | Yes | - | - |
| Invite and manage team members | Yes | Yes | - | - |
| View reporting dashboard | Yes | Yes | Yes | Yes |
| Manage billing and subscription | Yes | - | - | - |
Inviting team members
Only owners and admins can invite new members. You can also invite team members during the onboarding wizard when you first create your workspace.
Go to Settings > Users
Open the sidebar and navigate to Settings, then click Users. You need to be an owner or admin to access this page.
Click "Invite User"
Enter the email address of the person you want to invite. Select their role: Admin, Agent, or Viewer. You cannot invite someone directly as an owner — invite them first, then change their role.
They receive an email
The invitee receives an email with a link to join your workspace. The invitation expires after 7 days. You can cancel a pending invitation at any time from the Users page.
They sign up or sign in
If the invitee is new to Sonny, they create an account using the link. If they already have an account, signing in will automatically accept the invitation and add them to your workspace.
Managing team members
Changing roles
Owners and admins can change any member's role from the Users settings page. Only an owner can promote someone to the owner role. There must always be at least one active owner in the workspace.
Deactivating and removing
Owners and admins can deactivate a member to revoke their access without deleting their account. Deactivated members can no longer sign in to the workspace. You can also permanently remove a member, which deletes their workspace membership entirely. You cannot deactivate or remove the last remaining owner.
Teams (groups of agents)
Group agents into teams like "Billing" or "Technical" from Settings > Teams. You can assign a conversation to a whole team from the inbox, and each channel can automatically send its new conversations to a team of your choice.
Availability
Each member can mark themselves available or away using the status toggle in the app. When nobody is available, the chat widget shows your offline message to visitors.
No seat limits
Sonny does not charge per seat. Add as many team members as you need — owners, admins, agents, and viewers — all included in your subscription at no extra cost.