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Team Management

Collaborate with your team on the Hanc.AI platform. This section covers inviting team members, managing roles, and organizing workspaces.

Workspace Concept​

A workspace is an isolated environment containing:

  • Voice agents
  • Knowledge bases
  • Phone numbers
  • Call logs
  • Team members

When to Use Multiple Workspaces​

ScenarioRecommendation
Single businessOne workspace
Multiple brandsSeparate workspaces
Client work (agency)Workspace per client
TestingSeparate dev/prod workspaces

Team Members​

Viewing Team​

  1. Click "Team" in the sidebar
  2. See all current team members
  3. View roles and status

Team Member Information​

FieldDescription
NameTeam member's name
EmailLogin email
RolePermission level
StatusAccount status: ACTIVE, SUSPENDED, or DELETED
JoinedDate added

Roles and Permissions​

Available Roles​

RoleDescription
OwnerFull control, including billing and deletion
AdminManage agents, team, settings (no billing)
MemberUse agents, view call logs (no management)

For agencies managing multiple clients, team members added to an agency are assigned the admin role by default, giving them the ability to manage agents, knowledge bases, and settings for their assigned clients.

Account Statuses​

Each account in the system has one of three statuses:

StatusDescription
ACTIVEAccount is fully operational
SUSPENDEDAccount is temporarily disabled (e.g., billing issue)
DELETEDAccount has been permanently removed

Permission Matrix​

ActionOwnerAdminMember
View dashboard✓✓✓
View call logs✓✓✓
Test agents✓✓✓
Create/edit agents✓✓✗
Manage knowledge base✓✓✗
Manage phone numbers✓✓✗
Invite team members✓✓✗
Change member roles✓✓✗
Remove members✓✓✗
Access billing✓✗✗
Delete workspace✓✗✗

Inviting Team Members​

Step-by-Step​

  1. Go to Team section
  2. Click "Invite Member"
  3. Enter their email address
  4. Select role (Admin or Member)
  5. Click "Send Invitation"

Invitation Process​

Invitation Email​

Team member receives:

  • Invitation from your workspace
  • Link to join
  • Instructions to create account (if needed)

Managing Members​

Changing Roles​

  1. Find member in team list
  2. Click role dropdown or edit button
  3. Select new role
  4. Save changes
warning

Only Owners can promote members to Admin. Admins cannot change other Admins.

Removing Members​

  1. Find member in team list
  2. Click "Remove" or delete icon
  3. Confirm removal

What happens:

  • Member loses access immediately
  • Their work remains (agents, etc.)
  • They can be re-invited later

Transferring Ownership​

To transfer workspace ownership:

  1. Current Owner goes to Settings
  2. Select "Transfer Ownership"
  3. Choose new Owner from team
  4. Confirm transfer
warning

After transfer, the previous Owner becomes an Admin (not removed).

Workspace Settings​

Workspace Information​

Edit workspace details:

  • Name — Display name
  • Description — Purpose/notes
  • Logo — Brand image (optional)

Workspace Members​

View and manage all members from Settings → Team.

Multi-Client Management​

For agencies and service providers managing multiple clients:

Workspaces​

  • Create a workspace per client
  • Switch between workspaces easily
  • Centralized billing

Sub-Customers​

  1. Go to Agency → Customers
  2. Create customer accounts
  3. Manage their workspaces
  4. Monitor usage across clients

For full details, see Agency & Workspaces.

Best Practices​

Team Organization​

✅ Use appropriate roles

  • Give minimum required permissions
  • Only billing admins need Owner role
  • Most team members work well as Admin

✅ Regular audits

  • Review team list periodically
  • Remove departed employees promptly
  • Update roles as responsibilities change

Security​

✅ Individual accounts

  • Each person gets own login
  • Never share login credentials
  • Enables audit trail

✅ Prompt offboarding

  • Remove access immediately when someone leaves
  • Change shared resources (API keys) if needed

Collaboration​

✅ Clear ownership

  • Assign agents to specific team members
  • Document who manages what
  • Use naming conventions

✅ Communication

  • Inform team of changes to agents
  • Share learnings from call analytics
  • Coordinate updates to knowledge base

Troubleshooting​

Invitation not received​

Check:

  1. Correct email address entered
  2. Spam/junk folder
  3. Company email filters

Solution:

  • Resend invitation
  • Try different email
  • Whitelist hanc.ai emails

Can't access certain features​

Cause: Insufficient permissions

Solution:

  • Check your role with workspace admin
  • Request role upgrade if needed

Member can't log in​

Check:

  1. Account created properly
  2. Email verified
  3. Password reset if forgotten

Solution:

  • Have them use "Forgot Password"
  • Re-invite if needed