Team, roles and invites

Invite teammates and client users, and what each role can do.

Everyone who signs in has a role. Two roles belong to your agency and see every client. Two belong to a single client and see only that client’s workspace. Pick the lowest role that lets each person do their job.

The four roles#

Role	Who it’s for	Scope
Owner	You, and anyone else who runs the business side of your agency.	Every client, plus billing and credentials.
Admin	Agency staff who build agents and look after clients.	Every client. Everything except your Wozena billing, provider API keys and Stripe.
Client admin	The main contact at a client business.	One client’s workspace. Can manage that client’s team.
Client member	Staff at a client who need to see results.	One client’s workspace, effectively view-only.

What each role can do#

Task	Owner	Admin	Client admin	Client member
Your Wozena plan and billing (Plan & Billing)	Yes	No	No	No
Retell API key and Stripe connection (Provider Connections)	Yes	No	No	No
Invite and manage agency teammates	Yes, any role	Admins only	No	No
Create, archive and rename clients; set access controls; bill clients	Yes	Yes	No	No
White-label settings and the audit log	Yes	Yes	No	No
Work in client workspaces	All clients	All clients	Their own	Their own
Build and edit agents, numbers, contacts, campaigns and integrations	Yes	Yes	Yes, where access controls allow	No
Review calls (status, notes, tags)	Yes	Yes	Yes	No, view only
View agents, calls and contacts	Yes	Yes	Yes	Yes
Analytics (called Reports for clients)	Yes	Yes	Yes	No
Invite and remove users in their client	Yes	Yes	Yes	No

What a client admin can build is limited by the client’s access controls. See Access controls.

Client member is view-only

A client member can view the agents, calls and contacts in their workspace, but can’t edit agents or review calls, and doesn’t see Reports. Choose Client admin for anyone who needs to change things.

Invite agency teammates#

Agency teammates get access to every client. Only Owners and Admins can invite them.

Open the team settings
Go to SettingsTeam. The “Agency team” section lists everyone at agency level.
Start the invite
Click “Invite to agency”. The “Invite someone to this agency” dialog opens.
Enter their details
Type their “Email” and choose a “Role”: Admin or Owner. Only an Owner can invite another Owner.
Send it
Click “Send invite”. The invite appears under “Pending invites” until it is accepted.

Tip

To give someone access to one client only, don’t invite them here. Invite them from that client’s “Members” tab instead.

Invite client users#

From your agency

Use this to add a client’s first admin, or anyone else at the client.

Open the client
Go to Clients, click “Manage client”, then open the “Members” tab.
Enter their details
Under “Invite a member to this client”, type their email and choose Client admin (the default) or Client member.
Send it
Click “Invite”. A link you can copy appears, in case you want to send it yourself.

Pending invites show how long they have left, for example “Invitation sent · Expires in 5d”. Once the link runs out the row reads “Invite expired — revoke and re-invite”.

From the client’s own admin

Client admins can invite their own colleagues without asking you.

Open the team settings
In the client portal, the client admin goes to SettingsTeam.
Invite
They click “Invite”, enter an email in “Invite a teammate”, choose Member (the default) or Admin, and click “Send invite”.

Client admins can resend or revoke pending invites and remove members, but not themselves. They can’t change someone’s role. Client members don’t see team settings.

Invite emails and links#

Invites go out under your brand. The subject is “You’re invited to [your brand]” and the email has an “Accept invite” button. The link opens your agency’s own address, not Wozena’s. To send from your own domain, see Email and sending domain.

An invite link expires after 7 days.
Each link works once.
Inviting the same email again cancels the earlier link, so only the newest one works.
“Resend” sends a fresh link for the same invite and restarts the 7 days.
“Revoke” cancels the invite straight away.

If the email can’t be sent, you see “The invite email couldn’t be sent — share the link below instead.” Copy the link and send it to the person directly.

Accepting an invite#

Open the link
The person clicks “Accept invite” in the email, or opens the link you shared.
Sign in or sign up
If they aren’t signed in, they are taken to the sign-in page with their email already filled in. New users can create an account there. They must use the same email address the invite was sent to, and verify it.
Done
They see “Invitation accepted” and land on their dashboard.

If accepting fails

What they see	What it means	What to do
Invitation problem — This link may be invalid, expired, or for a different email	The link is older than 7 days, was replaced, or is damaged.	Resend or re-invite them.
This invite has been revoked	Someone revoked the invite, or a newer invite replaced it.	Use the newest invite, or re-invite them.
This invite has already been used	The link was already accepted.	Sign in normally. If they still have no access, re-invite them.
This invite is for a different account	They are signed in with a different email.	Click “Sign out & switch account” and sign in with the invited email.
Almost there — Your membership was created, but we couldn’t activate your workspace	The account was added but the workspace didn’t open.	Resend the invite, or revoke it and invite them again.

Change a role or remove someone#

Agency teammates

In SettingsTeam, change a teammate’s role with the role selector on their row. Remove them with the trash icon and confirm “They lose access to this agency and every client in it immediately.”

Client users

On the client’s “Members” tab, click “Remove” on a member, or “Revoke” on a pending invite. There is no role selector for client users. To change one, remove them and invite them again with the new role.

Rules that always apply

You can’t change your own role.
You can’t change, remove, resend or revoke anyone above your own role. An Admin can’t touch an Owner.
The last Owner can’t be removed or demoted. Make someone else Owner first.
You can’t move someone between agency and client roles. Remove them and re-invite them with the role you want.
You can’t invite yourself, or invite a role above your own.

Seats#

Your Wozena plan includes a number of seats. Every membership in your agency uses one, including your clients’ users as well as your own team. If ten client users across your clients have accounts, that is ten seats. Remove people who no longer need access to free up seats. See Your Wozena plan for what each plan includes.

Common questions#

Should my whole team be Owners?

No. Owners can change your Wozena billing and your Retell and Stripe credentials. Keep Owners to the one or two people who run the business, and make everyone else Admin. See Security and access.

An invite never arrived

Ask the person to check spam, then click “Resend”. If it still doesn’t arrive, copy the invite link and send it to them yourself.

Can a client user see my other clients?

No. Client admins and members see only their own workspace. They never see other clients, your costs, or agency settings.

Stuck? Ask Ada or email support, or check Troubleshooting.

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