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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.
  • Inbox
  • Settings
  • Team management
  • Billing
  • Reporting
Admin
Can manage settings, team members, and the inbox. Cannot access billing.
  • Inbox
  • Settings
  • Team management
  • Reporting
Agent
Can use the inbox to handle conversations, manage contacts, use saved replies, and view reporting. Cannot access settings or team management.
  • Inbox
  • Reporting
Viewer
Can view the Reporting dashboard. Cannot access the inbox, contacts, or workspace settings. Useful for managers who need performance visibility without customer-support access.
  • Reporting

Permissions at a glance

A quick reference for what each role can do.

FeatureOwnerAdminAgentViewer
View conversations and contactsYesYesYes-
Reply to conversationsYesYesYes-
Manage contacts and tagsYesYesYes-
Use saved repliesYesYesYes-
Manage workspace settingsYesYes--
Manage channels (chat and email)YesYes--
Invite and manage team membersYesYes--
View reporting dashboardYesYesYesYes
Manage billing and subscriptionYes---

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.

Path: Settings → Users → Invite User

In Invite User, enter the Email Address, choose a Role, then select Send Invitation.

  1. 01

    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.

  2. 02

    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.

  3. 03

    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.

  4. 04

    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, reactivating, and removing

Owners and admins can select Deactivate for a member to revoke their access without deleting their account — deactivated members can no longer sign in to the workspace, but their history stays intact. To restore access later, select Reactivate next to a deactivated member and they can sign in again immediately with the same role. You can also Remove a member entirely, which permanently deletes their workspace membership. You cannot deactivate or remove the last remaining owner.

Pending invites appear under Pending Invitations. Select Cancel invitation when an invite should no longer be usable.

Teams

Group teammates into teams like "Billing" or "Technical". Open Settings, select Teams, then select Create Team. Enter a Name and select Create Team again.

Select the member button beside the team, choose Select a member to add, select Add, then Close. 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.

Related docs

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