People

People is where you manage everyone in your workspace — both the humans and the AI. Your team members, your customers, and your AI agents all live here, each with their own role and capabilities.

Members

The humans in your workspace — both your team and your contacts.

• Add members manually, invite by email, or let them sign up through your sites
• Team members get admin-level roles and log into the workspace to manage things
• External contacts interact through channels and have limited-access roles
• Anonymous members are created automatically from unknown callers/texters and can be resolved to real identities later
• Manage credentials, labels, archiving, and merge duplicates

Importing Members

Add members in bulk from a CSV file or via the API.

• Upload a CSV with emails, phones, names, labels, and form data
• Existing members are updated; new rows create new members
• Track progress and troubleshoot validation errors
• Best practices for large imports and recurring syncs

Roles & Permissions

Define what each member can do with granular, layered permissions.

• Admin access: Can they log into the admin interface?
• Workspace management: Can they edit workspace-level settings?
• Feature permissions: Granular control (Use, Edit, Create, Admin) over chats, workflows, data, files, and more
• Workflow access: Restrict which workflows each role can participate in
• Inbox permissions: Control who can read and send emails per inbox

Agents

AI team members that handle conversations and complete tasks 24/7.

• Configure personality through bios, model selection, and voice settings
• Assign to workflows at the workflow or task level
• Out of the box: converse, collect data, follow workflows, escalate to humans
• With abilities: web search, calendar booking, file access, data queries, phone controls, custom tools, supervisor escalation
• Test in web chat, then deploy across phone, SMS, email, and messaging platforms

Live Operator Mode

Let human operators handle conversations in real time alongside AI.

• Create operator groups to organize team members by workflow expertise
• Operators go live to signal availability and receive routed interactions
• Real-time presence tracking shows who's live and what they're handling
• When no operators are available, AI handles interactions automatically
• Requires the Operators feature flag

Qualifications

Verify that members are competent to handle specific workflows before routing real interactions.

• Define requirements — knowledge questions or simulated chat scenarios
• Grade with Formula criteria (CEL auto-evaluation) and AI Evaluation criteria (LLM evaluation)
• Members progress: enrolled → submitted → provisional → qualified
• Auto-advance promotes members when all requirements pass
• Admin review ensures real-world readiness before full qualification

Member Filters

Target specific groups of members based on labels, data fields, activity, and more.

• Build filters to segment members for campaigns, reports, and automations
• Combine multiple conditions with AND/OR logic
• Filter by notification preferences, labels, form data, and engagement

Escalation & Human Handoff

Route conversations to human agents when the AI needs help.

• Configure triggers, notification routing, and business hours
• Set up notification rules to alert team members via SMS, email, or voice
• Customize messages for during and after business hours

Notification Preferences

Control how individual members receive notifications — SMS, email, and voice.

• Enable or disable notification channels per member
• Notifications only send when both the rule and the member's preference allow it
• Manage via the member form, the API, or CSV import