Team Management
Work on the same agents as your colleagues. You share a workspace; everyone you let in sees its agents, numbers, knowledge bases and call logs, and what they may do there depends on the access you gave them.
What a workspace is
A workspace is a separate space holding its own:
- voice agents
- knowledge bases
- phone numbers
- call logs
- members
Home is not a workspace. It is the absence of one — your personal agents live there, and there is nothing to share. To work with somebody, create a workspace and put the agents in it.
When to use more than one
| Situation | What to do |
|---|---|
| One business, one team | One workspace is enough |
| Separate brands or departments | A workspace each, so numbers and agents do not mix |
| Different people should see different things | A workspace each — access is granted per workspace |
Access levels
Three levels, chosen when you invite somebody and shown next to their name:
| Level | What it allows |
|---|---|
| Read only | Sees agents, calls, recordings and analytics. Changes nothing. |
| Read and write | Edits the agents that are already there, including their prompts. Does not create or delete them. |
| Managed | Runs the workspace: creates, edits and deletes agents, and manages its telephony. |
What each level can actually do:
| Action | Read only | Read and write | Managed |
|---|---|---|---|
| See agents, calls, recordings, analytics | ✓ | ✓ | ✓ |
| Edit an agent and its prompt | ✗ | ✓ | ✓ |
| Publish prompt changes | ✗ | ✓ | ✓ |
| Create an agent | ✗ | ✗ | ✓ |
| Delete an agent | ✗ | ✗ | ✓ |
| Attach a number to an agent | ✗ | ✓ | ✓ |
| Release a number | ✗ | ✗ | ✓ |
| Connect a Twilio account | ✗ | ✗ | ✓ |
| Invite people | ✗ | ✗ | ✗ |
| Delete the workspace | ✗ | ✗ | ✗ |
Inviting is the owner's alone. Managed runs the workspace day to day but does not hand out access to it, and neither level can delete the workspace.
They read as read and write — the access they already had. Nothing that worked stopped working.
Inviting somebody
The Teams screen is about people, not workspaces. One row per person, with every workspace they touch beside them — so giving a colleague a second workspace does not mean switching to it first to find them.
- Open Teams in the sidebar.
- Click Invite member.
- Enter their email address.
- Pick one or more workspaces. Each is a separate invitation, but they arrive in a single email.
- Choose the access level.
- Send.
Inviting people is part of a paid plan. On the free plan the Teams screen offers the upgrade instead.
They do not need an account yet
An invitation is addressed to an email address, not to an existing account. Invite somebody who has never used Hanc.AI and they will get the invitation, sign up with that address, and the access is waiting for them.
What they receive
One email naming who invited them, which workspaces, and what they will be able to do. The link opens the invitation for them to accept or decline.
An invitation can only be answered by the person holding that address, so a forwarded link grants nothing to whoever else opens it.
Invitations are also listed on their own Teams screen — useful for somebody who deleted the email. Accepting needs no plan of their own; only sending does.
Statuses
Every workspace on a person's row carries its own status, because every workspace is its own invitation:
| Status | Meaning |
|---|---|
| Sent | Waiting for them. Expires after 14 days. |
| Accepted | They are in. |
| Declined | They said no. You can invite again. |
| Withdrawn | You took the invitation back before it was answered. |
Inviting somebody to a workspace they already have an outstanding invitation for replaces it with a fresh one — that is also how you resend.
Taking access back
One workspace. On the person's row, the workspace chip has a way to remove it. They lose that workspace; the others are untouched.
All of them at once. The row has a second button that removes the person from every workspace you own and withdraws anything they had not answered. Teams that other people run are untouched — the same person may be on somebody else's team, and that is not yours to end.
Leaving on their own. A member sees the workspaces shared with them at the top of their Teams screen, with a way out of each. The owner cannot leave their own workspace.
There is no way to change a level in place yet. Take the access back and invite them again at the new level.
Working in a shared workspace
Agents in a workspace somebody else owns are marked in the agent list, with the wording carrying your level — so a read-only member is not left wondering why nothing saves. Buttons you cannot use are not offered: on read-only and read-and-write the create button is disabled and delete is absent.
Switch between Home and your workspaces with the selector at the top of the sidebar.
Managing workspaces
Create — the workspace selector at the top of the sidebar, then Create workspace.
Rename or delete — the same selector. Both are the owner's, and deleting takes its agents, numbers and knowledge bases with it.
Move an agent in — from the agent's menu in the list, Move to workspace. Its prompt, tools and attached numbers follow it.
For agencies
An agency managing client accounts is a different arrangement — clients are sub-accounts, not workspace members. See Agency.
Troubleshooting
The invitation did not arrive. Check the address in the Teams list, and the spam folder. Then invite again — the new invitation replaces the old one, so nothing piles up. The status stays Sent until they answer; it does not confirm delivery.
They accepted but see nothing. They are probably in Home. The shared workspace is in the selector at the top of the sidebar.
Nothing saves for them. Their level is read-only. The badge on the agent says so.
They cannot create an agent. Creating and deleting need Managed.
They cannot invite anyone. Only the owner can, whatever their level.
Related
- Agency — managing client accounts
- Billing — plans and credits
- Phone Numbers — attaching numbers to agents