User Management and Roles

Common questions about inviting people, roles, and the rules that govern them.

What Are the Roles?

There are four Admin-app roles: Org Admin, Admin, Operations and Campaigner. Org Admins and Admins can use both products; Operations members can use CX; Campaigners can use Outreach. See Roles and Permissions for the full definitions.

Are These the Same as Agent, Supervisor and Manager?

No. Those are CX contact-centre roles provisioned in Amazon Connect, and they're a separate system from the Admin-app roles. They don't map to one another. See User Management Overview.

Why Can't I Invite Someone as an Org Admin?

You can only invite or assign roles at or below your own. Only an Org Admin can create another Org Admin. See role hierarchy and invite rules.

Why Does the Invite Only Ask for an Email Address?

A person's name belongs to their account and is set when they first sign up or accept an invitation, so invitations only need an email address and a role. See Inviting Users.

Someone Declined My Invite but They're Still in the List. Is That a Bug?

No. Declining removes the invitation from their list, but the invited user stays in your user table. You can resend the invitation — even after a decline — and it will reappear for them. See Managing Roles.

Why Can't I Remove or Demote a Particular Org Admin?

Last Org Admin protections

An organisation must always have at least one Org Admin. The last Org Admin can't be removed, can't be demoted to a lower role, and can't leave or delete their account while they're the last one. Promote another member to Org Admin first, then carry out the action. See Last Org Admin protections.

Does Removing a User Delete Their Account?

No. Removing a user ends their membership in that one organisation. Their account and any other memberships are untouched. Only the account owner can delete their own account. See Removing Users.