Platform Features

Team & User Management

Manage your team members, their roles, and what they can access. All data is isolated to your organization — no cross-org access is possible.

Organizations

When you sign up, a workspace (organization) is created for you. Everything — agents, flows, channels, knowledge bases, campaigns, call logs — belongs to this organization and is invisible to all other organizations on the platform.

Roles

Owner: Full access to all features, billing, and API key management. Can invite and remove any user. There can be multiple owners.
Admin: Can create and manage agents, flows, channels, knowledge bases, campaigns, and integrations. Cannot access billing or remove owners.
Member: Can use the Playground, view call history, and monitor Live Space. Cannot create or modify configurations.
Customer Support Agent: Can view and claim calls in the escalation queue. Can use Live Space controls (whisper, barge). Limited to operational controls.
Viewer: Read-only access to analytics, call history, and agent configurations. Cannot take any actions.

Inviting team members

Go to Settings → Team. Enter the email address and choose a role. The invitee receives an email with a sign-up link. They are added to your organization automatically when they accept.

Human agent availability

Team members with the Customer Support Agent role can set their availability status (Available, Busy, Away) in the Escalation section. Only available agents appear in the escalation queue and can claim calls.

Multi-factor authentication

Each user can enable MFA from their account Settings. Admins cannot currently enforce MFA platform-wide — this is coming in a future release.

API keys

API keys are created per-organization, not per-user. Go to Settings → API Keys to create and manage keys. Keys have a prefix displayed for identification — the full key is only shown once at creation time.

Use API keys for programmatic access. See the API Reference for details.

Security features

Organizations on higher plans can enable additional security controls from Settings → Security:

Call recording: Store audio recordings of all calls.
PHI protection: Redact sensitive identifiers (phone numbers, emails, card numbers) from stored transcripts. Recommended for healthcare use.
End-to-end encryption: Encrypt call audio at the media layer. Required for HIPAA-compliant deployments.
Audit log: Tamper-evident log of all configuration changes, logins, and API calls. Required for compliance in regulated sectors.