Manage members

The Members & access section is where you manage everyone in your organization — from inviting new agents to removing people who have left the team.

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Before you start

• You need the Admin or Owner role.
• Go to Admin console → Members.
• The page has two tabs: Members and Groups.

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Invite a new member

1. Go to Admin console → Members.
2. Make sure you are on the Members tab.
3. Click Add member.
4. Fill in the member’s details:
   • First name (required)
   • Last name (required)
   • Email address (required)
   • Position (optional — job title for your reference)
   • Role (required — see Roles below)
5. Click Save changes.

UniverX sends an invitation email to the address you entered. The member’s status shows as Invited until they accept the invitation and log in.

Tip

If the invitation email does not arrive within a few minutes, ask the member to check their spam folder. You can also resend the invitation — see Resend an invitation below.

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Member roles

When you invite or edit a member, you must assign them one of four roles:

Role	What they can access
Owner	Everything, including billing and organization management
Admin	Full admin console access except billing and organization deletion
Agent	The agent interface for handling customer queues; no admin console
Viewer	Read-only view of the agent interface; no admin console

Caution

The Owner role gives full control, including the ability to cancel the organization and modify billing. Assign it only to trusted individuals.

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Edit a member’s profile

1. Go to Admin console → Members → Members tab.
2. Find the member in the list. Use the Search… field to filter by name.
3. Click the edit (pencil) icon in the Actions column.
4. The edit panel has four tabs:
   • Profile — update name, position, email, role, and status
   • Groups — add or remove the member from groups
   • Queues — assign or remove queue assignments
   • Security — reset the member’s password
5. Make your changes.
6. Click Save changes.

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Member statuses

Status	Meaning
Active	Member has accepted the invitation and can log in
Invited	Invitation sent but not yet accepted
Suspended	Member cannot log in; their data is preserved

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Suspend or activate a member

Suspend a member when they are temporarily unavailable (e.g. on leave) but you want to keep their data.

1. Go to Admin console → Members → Members tab.
2. Click the edit icon next to the member.
3. On the Profile tab, change Status to Suspended.
4. Click Save changes.

To restore access, change Status back to Active and click Save changes.

Note

A suspended member loses access to the platform immediately but their queue assignments and group memberships are kept.

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Remove a member

Removing a member permanently deletes their account and all associated data. This cannot be undone.

1. Go to Admin console → Members → Members tab.
2. Find the member in the list.
3. Click the Remove member option in the Actions menu.
4. Read the confirmation message carefully.
5. Click Confirm to proceed.

Caution

This action cannot be undone. All the member’s data will be permanently deleted. If you only need to temporarily revoke access, use Suspend member instead.

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Resend an invitation

If a member has not received or has lost their invitation email:

1. Go to Admin console → Members → Members tab.
2. Find the member (their status will show as Invited).
3. Click the Resend invitation option in the Actions column.

A new invitation email is sent. The previous invitation link is invalidated.

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Manage groups

Groups let you organize members and assign shared permissions. For example, you might create a “Sales team” group and give it permission to manage queues.

Create a group

1. Go to Admin console → Members → Groups tab.
2. Click Add group.
3. Enter a Group name and optionally a Description.
4. Select the Permissions the group should have:
   • Manage queues
   • Manage forms
   • Manage widgets
   • View analytics
   • Manage members
5. Click Save changes.

Add members to a group

Members can be added to groups either from the group itself or from the member’s edit panel.

From the group:

1. Go to Admin console → Members → Groups tab.
2. Click the edit icon next to the group.
3. Click Manage group members.
4. Add or remove members.
5. Click Save changes.

From the member’s profile:

1. Go to Admin console → Members → Members tab.
2. Click the edit icon next to the member.
3. Click the Groups tab.
4. Select the groups to add the member to.
5. Click Save changes.

Delete a group

1. Go to Admin console → Members → Groups tab.
2. Click the Delete group option in the Actions column.
3. Confirm the deletion.

Caution

Deleting a group removes all members from that group. The members themselves are not deleted — only their group membership is removed.

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Troubleshooting

A member says they never received their invitation email. Check that you entered their email address correctly. If it is correct, click Resend invitation. Ask them to check their spam folder.

I cannot change a member’s role. Only Owners can assign or change the Owner role. If you are an Admin, you can only assign the Admin, Agent, or Viewer roles.

I accidentally removed a member. Removed members cannot be recovered. You will need to invite them again using the same or a different email address.

A member cannot log in even though their status is Active. Ask them to use the Forgot password link on the login page, or reset their password from their Security tab in the edit panel.

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Queue configuration Assign members to queues and configure routing rules.