Team Member
Lodgestory CRM › Settings › Team Members
Invite the people who run your inbox, give them the right roles, and flip their availability when shifts change — all from one page.
TL;DR
- What it is — the admin page where you invite, edit, and remove users in your organisation, assign their roles, slot them into teams, reset passwords, and toggle availability for chats.
- Who it's for — Account Owners and Admins manage the roster. Users can view but not change.
- Top outcome — a clean roster with the right roles and correct team allocations, so chat routing, inbox visibility, and reports all behave the way you expect.
At a glance
| Plan tiers | All paid tiers. Team-member caps are part of your plan. |
| Who can use it | Account Owners and Admins for all changes. Users see the list read-only. |
| Channels | Not a messaging surface — this is the user roster. |
| Integrations | Feeds Teams, the inbox assignment picker, Bot Journeys (bot users), and role-gated modules like Reports. |
| Top limits | Each team member can hold any combination of roles. Passwords must be at least 8 characters. Plan tier caps the total number of team members. |
| API | Yes — partner API for invite, edit, remove, reset password, and availability toggle. |
How to find it
Sidebar: Settings → Team Members.
Direct URL: https://app.lodgestory.com/crm/settings/team-members
[SCREENSHOT: team-members-landing.png — team list with roles, teams, and availability toggles]
What is Team Members?
The problem it solves
Every other module in Lodgestory CRM depends on this one. Role wrong, and a team member can't see the chats they're meant to handle. Team missing, and bulk assignment falls apart. Availability left on for someone who's gone home, and new chats pile up on an absent agent. Team Members is the one page where that roster lives, and getting it right is the quiet prerequisite for every downstream feature — inbox visibility, bot hand-offs, report scoping, and call access all read from here.
What you get
- A searchable roster. Every member of your organisation in one list, with their email, name, roles, teams, join date, and availability. Filter by role; search by name or email.
- Invite in seconds. Enter an email, a name, pick at least one role, optionally add team memberships, and set a starting password. The new member is ready to log in immediately — no email verification loop, no magic link.
- Roles that can stack. A single team member can be an Admin and a User at the same time. A team lead who both manages the team and answers chats doesn't need two accounts.
- Edit without drama. Update a team member's name, phone, roles, or team memberships from one dialog. Save, and the change takes effect right away.
- Safe removal. Remove a team member and Lodgestory cleans up after you — their role assignments, team memberships, and chat assignments are all tidied up. Your last Account Owner is protected: you can't accidentally remove the only owner from the organisation.
- Admin-driven password reset. If a team member is locked out or forgets, any Admin can set a new password directly. No reset email round-trip.
- Availability you control. Flip any team member's "Available for chats" switch from this page. Great for shift handovers: mark the outgoing shift offline, mark the incoming shift online, go to lunch.
How it's different
- Direct password at invite. Most CRMs rely on an email-based magic link. Lodgestory lets the admin set a starting password on the spot, which works well for operations where the new hire is sitting next to you on day one.
- Multi-role by design. A team member's capabilities are the union of their roles. You don't have to model "senior agent" as a separate role — just grant the combination that fits.
- Admin availability control. An agent forgot to switch off availability before leaving for the weekend? The admin handles it without needing their login.
Customer scenarios
- Onboarding a new agent. Admin invites them with the User role and assigns them to the Support team. The agent logs in on the spot and starts handling chats.
- Shift handover. Before the weekend, the admin flips the two weekday agents to unavailable and the two weekend agents to available. Monday morning, reverses.
- Accidental promotion. Admin realises they gave a junior rep the Admin role. Opens the edit dialog, unticks Admin, saves. The rep's admin menus disappear on their next action.
- Offboarding. Admin removes an ex-employee. Lodgestory removes their roles, team memberships, and chat assignments. Chats they were handling surface as Unassigned for a lead to reallocate.
How it fits with the rest of Lodgestory CRM
Team Members is the source of truth for who exists in your organisation. Teams are groups you draw from this list. Home / Unified Inbox uses the roster when you assign or reassign a chat. Bot Journeys draws on team members with the Bot role as the identity behind bot replies. Reports respects each team member's role when deciding what they can export.
Core concepts
| Term | What it means |
|---|---|
| Team member | A person who logs into Lodgestory CRM for your organisation. |
| Role | A named capability set: Account Owner, Admin, User, Bot, Default. A team member can hold any combination. |
| Team | A group of team members. Configured separately in Teams. |
| Availability | A per-person switch that controls whether incoming chats can be auto-assigned to them. |
| Account Owner | The highest-privilege role. An organisation must always have at least one. |
| Bot role | A service identity used by Bot Journeys to attribute automated replies. |
Quick Start — add your first team member in 3 minutes
Step 1 — Open Team Members
Sidebar: Settings → Team Members.
[SCREENSHOT: team-members-qs-1-landing.png]
Step 2 — Click + Invite User
A dialog opens with fields for email, name, phone, password, roles, and teams.
[SCREENSHOT: team-members-qs-2-invite.png]
Step 3 — Fill in the essentials
Email, first name, at least one role, a starting password of 8 characters or more. Name, phone, and team memberships are optional at invite time. Assign the fewest roles needed — a typical agent only needs User.
Step 4 — Click Invite
The new team member appears in the list with their role badges, team chips, and availability set to on by default. Share the starting password with them out of band.
[SCREENSHOT: team-members-qs-4-created.png]
Step 5 — Review and iterate
Open the edit dialog if you need to adjust roles or teams. Remember: the edit dialog replaces the whole list each time, so if you untick a role it's removed.
What's next
- Group your agents into Teams so chats can be assigned to a whole group.
- Review who sees what in Home / Unified Inbox.
How it works
Team Members is a straightforward admin surface: every change saves to your organisation instantly, and downstream modules pick up the change on their next action. When you invite a team member, Lodgestory checks whether the email already exists across the platform. If it does, they're attached to your organisation (keeping their existing login); if not, a new identity is created and the starting password is hashed and stored securely.
When you remove a team member, Lodgestory removes them only from your organisation — if they belong to other organisations, those memberships are untouched. Their chat assignments, roles, and team memberships in your organisation are cleaned up in one pass. Their historical messages stay on the conversations they handled, attributed by name.
Password resets take effect immediately on the next login. An existing session isn't signed out, so if the team member is still logged in on another device, they keep working until they sign out naturally. If you need to force a sign-out, ask them to log out directly.
Features in depth
The team member list
Each row shows:
- Avatar and name.
- Email.
- Roles — colour-chipped badges for every role the team member holds.
- Teams — chip count or a compact list.
- Joined date.
- Availability toggle — flip on or off in place.
- Actions — Edit, Reset password, Remove.
Search looks across email and name. A role filter narrows the list to just Admins, just Users, and so on.
Invite dialog
Required: email, first name, and at least one role. Optional: last name, country code, phone number, team memberships, and the starting password (minimum 8 characters).
A few tips:
- Assign the fewest roles needed. If the team member only needs to answer chats, give them User alone.
- The Bot role is for service identities used by automation. Don't grant it to a human.
- If the email is already in use in another Lodgestory organisation, the invite attaches them to your organisation using their existing login.
Edit dialog
Same fields as invite, minus the starting password. Role and team selections are treated as the full intended state — if you untick a role, it's removed.
Remove a team member
A confirmation dialog spells out what will be cleaned up. If the team member is the last Account Owner, Lodgestory refuses and asks you to promote someone else first.
Reset password
Admin-only, done in place. Type a new password, confirm it, save. The new password takes effect on the next login. Communicate it to the team member out of band.
Availability toggle
The switch on each row is the same availability setting that appears in each team member's own top bar in the inbox. Flipping it from here is the fast way to run shift changes without asking each person to log in.
Roles and permissions
| Action | Account Owner | Admin | User |
|---|---|---|---|
| View the list | Yes | Yes | Yes (read-only) |
| Invite a team member | Yes | Yes | No |
| Edit a team member | Yes | Yes | No |
| Remove a team member | Yes | Yes | No |
| Reset someone's password | Yes | Yes | No |
| Toggle someone's availability | Yes | Yes | No |
| Remove the last Account Owner | Protected — not allowed | No | No |
Cross-module workflows
A. Onboarding a new agent
Team Members: invite with the User role and pick a starting team. Teams: already set up. Home: the new team member signs in and sees chats that belong to their team.
B. Offboarding
Team Members: remove. Chats the team member handled surface as Unassigned for an admin to reallocate. Their past messages remain on the conversation threads, attributed by name.
C. Shift handover
Open Team Members, flip each outgoing agent's availability off, flip each incoming agent's availability on. The inbox's auto-assignment picks the change up right away.
Limits a user will run into
| Limit | Value |
|---|---|
| Team members per organisation | Plan-tier based. Your plan page shows your allowance. |
| Roles per team member | Any combination of the five available roles. |
| Teams per team member | No cap. |
| Password minimum length | 8 characters. |
Errors and FAQ
Errors you might see
| Message | What it means | What to do |
|---|---|---|
| Organisation not found | The organisation in your session is wrong or stale. | Reload the page, confirm you're in the correct organisation, try again. |
| User already in organisation | The email you're inviting is already a member. | Open the existing row and edit it. |
| Email format invalid | The email didn't pass a basic check. | Fix the email and retry. |
| Password too short | The password is under 8 characters. | Use 8 or more. |
| Cannot remove the last Account Owner | You're trying to remove the only owner. | Promote another team member to Account Owner first, then remove. |
| User not found | The identity you're editing no longer exists. | Refresh the list. |
| Failed to load users | A temporary glitch. | Reload the page. |
FAQ
Is there an email-based invite flow?
No — invites are direct, and the admin sets a starting password. The handover itself happens outside the system (in person, or over chat).
Can I promote a User to Admin without recreating them?
Yes. Open the edit dialog, tick Admin alongside User, save.
Does resetting a password sign the team member out?
No. The new password works on the next login, but any existing session continues until they sign out naturally.
What happens to a team member's open chats when I remove them?
The chats may end up without an assignee. An admin can reassign them from the inbox.
Can a team member be in multiple organisations?
Yes. Removing them from your organisation has no effect on their access to any other organisation they're part of.
How do Account Owners get created?
The person who creates the organisation is the first Account Owner. Other owners can be promoted from the edit dialog.
API
A partner API is available for invite, edit, remove, reset password, and availability toggle. Contact your account team for access, and see the partner portal for the full request reference.
Changelog
- Apr 2026 — Initial public documentation.
Related modules and next steps
- Teams — build teams from the roster here.
- Home / Unified Inbox — where the assign and reassign controls use this list.
- Bot Journeys — the Bot role is how automated replies are attributed.
- Reports — role-gated access draws from here.
Updated about 4 hours ago