Team and permissions

Under Settings → Team (the Account group) you see everyone on the team. This is where the owner invites colleagues and decides what they may do.

Invite a colleague

Write the colleague's email address and click Invite. The colleague gets an email with a link to set up their access, and is shown as invited until the access has been set up. The bin icon next to a member removes the member (or withdraws the invitation) after a confirmation. Only the owner can invite and remove. If a member is removed, their cases stay behind as Not assigned.

Owner and Agent

• Owner can do everything: connections and import, the categories (create, rename, delete and describe them) and their modes, the pause of automation, the standing acknowledgement, business hours and out-of-office replies, tone, links, sender, team and subscription. An owner may always refund, cancel and edit Skills too.
• Agent replies to cases and can see the settings but not change them. Everyone on the team uses templates and their own notifications. By default an agent can neither refund, cancel nor edit Skills.

The Who can do what card next to the list sums it up.

Give an agent permission

Under each agent in the list, the owner sees two switches. Others see instead what the person is allowed to do, or No extra permissions.

• Can refund and cancel - the agent can use Cancel order and Refund amount in the order panel and approve Nemma's suggestions to cancel, refund and swap, because a click there moves the same money. See Order actions.
• Can edit Skills - the agent can save changes to the AI's skills. See Categories and skills.

The switches save straight away. All agents start without permission, including those who were already on the team before the permissions existed, so nobody gets anything until the owner says so. An agent cannot give themselves a permission. What Nemma itself does under Auto-send is not affected by the permissions.

What everyone on the team can do

Reply to cases (also with attached files), discard and create new drafts, reject a suggestion, approve a new delivery address, change a case's category and the customer's language, assign cases, write internal notes and notes about a customer, confirm an order placed with a different email, see skills and their history, use and edit reply templates, mark an Auto-send reply as wrong and manage their own notifications.