Overview
A workspace is where your team’s guest conversations, listings, knowledge, and agent configuration live. Everyone you invite works from the same shared inbox. Most teams need only one workspace. You can create more when you manage distinct brands, clients, or departments whose data should stay separate, and you can move between them from the same login.Workspace basics
Three core actions:- Create a workspace - Your first workspace is created for you when you sign up, and it serves as the central hub for guest messaging.
- Switch between workspaces - If you have more than one workspace, click the workspace name in the top left corner, then select the workspace you want or create a new one.
- Edit your workspace - Go to Settings > General to change the workspace name, logo, website, timezone, date format, and default phone country.
Where your settings live
Once your workspace exists, open Settings from the left navigation bar. Settings are grouped into eight sections:
Anything under You or Personal applies only to your own login. Everything from Workspace down applies to the whole team.
Some sections only appear when the relevant features are enabled for your workspace, so your list may be shorter than the one above.
Your profile
Go to Settings > Profile > Manage Account to update your own name, photo, and personal details. Under Settings > Profile you can also set your availability as active or away. Setting your availability to ‘Away’ silences your calls in Conduit.Your notifications
Go to Settings > Notifications to control what you are notified about. These settings are personal to you and apply to the workspace you are currently in, so if you work across more than one workspace, set them in each. Notifications and calls at the top is a single switch. Turning it off stops all of your personal notifications and in-app calls for that workspace. Below it, notifications are grouped by area. The Workspace group covers:
Further groups below cover Portals, Reports, Submissions, Payments, Operational, and Inbox notifications for email, chat, phone, emergency, and voicemail.
Members
Go to Settings > Members to see everyone in the workspace and to add new people. The page has two tabs. Active lists everyone currently in the workspace with their role, and Invites lists invitations that have been sent but not yet accepted. There is a search box above the list for finding someone by name or email, and a three-dot menu beside each name for editing their role, marking them as away or removing them.Inviting a member
- Go to Settings > Members
- Click Invite team
- Select the role: Admin, Member, or Other
- Enter the person’s email address
- Click Send invite
Choosing a role
Three roles are available on the invite screen:
Admin holds every permission by default. Member and Other are both adjustable, so the descriptions above are their starting point rather than a fixed boundary.
Customizing permissions
To adjust what Member and Other can do, go to Settings > Members > Roles & Permissions > Member/Other . Permissions are grouped by area, with a checkbox column to enable or disable the permissions for the specific role. You can also add a new role by clicking on Add role.
Each permission has an info icon beside it explaining what it covers. Changes apply to everyone holding that role, not to one individual, so treat these as workspace-wide settings rather than per-person tuning.
Permissions are set per role, not per person. If one teammate needs a different combination of access, decide whether Member or Other is the closer fit and adjust that role or add a new role, keeping in mind everyone else on it moves with them.
Editing member details
Member details like names cannot be edited directly from the member list. Each member can update their own profile by clicking the button in the bottom left of the dashboard, then selecting Profile Settings > Update Profile.
Frequently asked questions
Can I change my workspace name later?
Can I change my workspace name later?
Yes, at any time, by navigating to Settings > General under Workspace.
Who should I invite?
Who should I invite?
Everyone who currently answers guest messages. It is worth doing this early, even before your team needs it, because the more time people spend in the platform the more comfortable they are with the AI later on.
My team member did not receive their invite.
My team member did not receive their invite.
Please ask them to check their spam folder first, as that is where it usually is. If it is not there, an administrator can resend it from Settings > Members > Invites, where pending invitations are listed.
My team member cannot accept their invite.
My team member cannot accept their invite.
Check the address on the Invites tab. The invitation is tied to that exact email, so signing up with a different one, such as a personal address instead of a work address, will not connect them to the workspace. If the address is wrong, remove the invite and send a new one.
Why would I need more than one workspace?
Why would I need more than one workspace?
Most teams need only one. Separate workspaces make sense when you manage distinct brands or clients that should not share data, or when you need two property management systems that cannot sit together in a single workspace.
Someone has left. How do I remove them?
Someone has left. How do I remove them?
In Settings > Members, use the three-dot menu beside their name to remove them. Their past conversations stay in the workspace, so nothing is lost from your history.
Can I edit a team member's name?
Can I edit a team member's name?
Not from the member list. Each person updates their own details from Profile Settings > Update Profile, reached from the button in the bottom left of the dashboard.