Team & Roles for people and AI agents, one shared inbox

What Team & Roles is and who it is for

Team & Roles is how you bring people into the same MyChatBot account as your AI agents. Your sales assistants answer customers across channels, and your team works next to them in one shared inbox, Active chats. You decide which agents’ chats each person sees, and only Admins can change roles and permissions.

It fits businesses where AI handles most conversations but humans still close deals, calm down unhappy clients or answer questions the agent should not guess at: online shops, service businesses, agencies, support desks. It also fits supervisors who need to know how quickly managers reply.

The setup lives on two pages under your profile:

• Operators: add teammates, set each person’s Access scope and review Lead distribution. Visible to the account owner and Admins.
• Team & Access: the roles and the Access rights by role matrix. Visible to Admins and Sales Leads.

How your team and AI agents share a conversation

1. The agent answers first. A customer writes on a connected channel, and the assistant tied to that channel replies from its instructions and Knowledge Base.
2. The agent asks for a human. When its instructions say a person should know, for example about a hot lead or a question it cannot answer, it sends an operator notification and the chat lands on the Attention tab. When a person should take over, it hands the chat off, and the chat also appears on the Operator tab.
3. A teammate picks it up. An operator flips the chat’s AI switch off, or simply replies when implicit handoff is on. In operator mode the header shows a First response timer that counts from the handoff and turns red after 2 minutes.
4. Ownership is recorded. The teammate sets the Manager, funnel status and labels on the client card. Status changes and mode switches appear in the chat’s Activity History with timestamps and actors.
5. The AI comes back. The operator turns AI back on, or Auto Return does it after the interval you set.

While a chat is in operator mode, the teammate can still use the AI: Generate reply drafts an answer from the chat history and assistant instructions for review, and Run assistant once posts a single agent reply without switching AI back on.

Roles, access scope and quality control

Roles on Team & Access Levels:

• Admin: full access. Only Admins can change roles and permissions.
• Sales Lead: team access.
• Manager and Operator: own data only.
• Analyst: reports access.

The Access rights by role matrix governs leads, analytics, finances, products and team management. Chat visibility is set per AI agent: in an operator’s Access scope, pick the agents they can see, and they get only the chats those agents handle. Linked pipelines come from each agent’s Lead Management settings. An empty scope grants access to all agents, and the account owner and Admins always see every chat.

For supervisors, Quality Control lists the account owner and every operator with active leads, availability (Online, Away, Busy, Offline, derived from app activity), average first response, replied and total handoffs, and total processing time. An AI reviewer scores finished handoffs from 0 to 100 on tone, helpfulness and whether the customer’s need was addressed. The Unassigned active leads card shows open leads still waiting for a manager.

Channels, tasks and CRM your team works with

Chats from WhatsApp, Instagram, Telegram, Facebook, TikTok, Viber, email, SMS, calls and the Website Widget arrive in the same Active chats list. Because access scope is set per agent, you can give one group of teammates your support agent and another group your sales agent. Several active assistants require Multipro or above; on Standard and Pro one assistant stays active at a time.

• Flight Control links a Telegram group to an assistant. Operator notifications arrive there with the client’s name, phone, email and a chat link, and the team can ask the agent for information or give it tasks.
• Task Manager, once connected, lets the agent file tasks tied to the lead during a conversation. Regular managers see their own and unassigned tasks and can press Assign to me; admins and owners filter by assignee and reassign any task.
• Leads supports bulk assignment of a Manager and filtering by manager, and a spreadsheet import matches managers by name.
• CRM integrations such as KeyCRM, SalesDrive, HubSpot, Kommo, Bitrix24, Zoho or Salesforce connect the agent to the CRM your team already uses. See all integrations.

When a human takes over, and the limits to plan for

Handoff Control in each agent’s settings defines how switching works. Pick one of two modes:

• Implicit operator handoff: any message from an operator switches the chat to operator mode.
• Stop word for manual handoff: only your keyword switches it, so operators can write without taking over.

Turn on Silent handoff if the client should not be notified about the switch. Auto Return hands the chat back to AI after 24 hours by default, or after a custom interval from 1 minute to one week. More on the human handoff page.

Know these limits before you invite the team:

• Chat actions are not role-gated. Mark as spam, Clear chat history (immediate, with no undo) and editing the client card are open to anyone who can open the chat, so scope access with care.
• Access scope works per agent, not per client, and the Manager field does not hide a chat from other teammates.
• Analytics and Quality Control are visible to account admins only.
• Outside Work Hours the agent is paused and silent. Messages stay in the chat for operators to answer manually, and the agent does not reply to that backlog when hours resume.

How to set up Team & Roles

1. Open Operators under your profile and click Add operator for each teammate.
2. In each operator’s Access scope, choose the AI agents they should see, or leave it empty for all.
3. On Team & Access, review the roles (Admin, Sales Lead, Manager, Operator, Analyst) and the Access rights by role matrix. Only an Admin can change them.
4. In each agent’s Handoff Control, choose implicit or stop-word mode, decide on Silent handoff, set the return interval and click Save.
5. Connect a Telegram group in Flight Control, and describe in the agent’s instructions when to notify the team and when to hand a chat over.
6. Test the loop: write to your agent from the Website Widget, reply from Active chats (or type your stop word) and check that the chat moves to the Operator tab and the First response timer stops at your reply.
7. After the first days of real traffic, open Quality Control to review workload and response speed. See analytics dashboards and compare plans on pricing.