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Everyone in your organization holds one of two roles: Owner or Member. One owner is also the Primary Owner. You see these as badges in the Role column of Members.
“Owner” in this guide means any owner, not only the primary owner. If you make a colleague an owner, they can manage billing and every other owner-only control straight away.

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The roles in detail

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Owner

An owner can change everything a member can only see. The organization’s creator is the first owner. You can make more owners with Update Role on the Members page.

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Member

A member sees the same pages as an owner and can read everything on them. Buttons that would change something are hidden or greyed out. A member can still:
  • invite other people, but only with the Member role;
  • opt a contact out of calls and messages (a customer’s request to stop must never wait for an owner);
  • preview an automation, which only shows what would happen and contacts nobody;
  • read the refund requests queue (deciding a refund is for owners);
  • change their own profile: name, picture, email, password and two-factor sign-in.

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Primary Owner

There is exactly one primary owner. They hold the Owner role and carry an extra amber Primary Owner badge. Only the primary owner can:
  • save a new organization name or logo (see Organization settings);
  • transfer ownership to someone else;
  • change the role of, or remove, another owner;
  • change or renew an invitation for the Owner role.
The primary owner cannot leave the organization or be removed from it, and cannot delete their own login while they are primary owner. Transfer ownership first (see Members).

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What only an owner can change

Anything that changes how your assistant talks to customers, contacts them, spends minutes or connects to other systems:
  • your assistants, their knowledge and their tools;
  • campaigns, including starting, pausing and stopping them;
  • contacts (adding, importing, editing, columns) and their consent;
  • calling hours, calling days and the calling consent confirmation;
  • phone numbers and WhatsApp, including message templates and sending a message;
  • connections to your store and to other systems, the WordPress plugin licence key, and developer settings;
  • the website widget;
  • automations and deciding refund requests;
  • billing: choosing a plan, invoices, the billing portal and cancelling;
  • the roles of other members, and pending invitations.

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Everything at a glance

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Common questions

On Members, open the … menu on their row, choose Update Role and pick Owner. The primary owner can do this for anyone; any other owner can do it for a member. The change takes effect at once, including access to billing.
Look for the amber Primary Owner badge in the Role column on the Members page.
They are a member. Billing is for owners only. Make them an owner, or download the invoices yourself.
No. There is no limit on how many people you invite, and no plan is billed per person. Adding or removing members never changes your bill.
No. Only the primary owner can save the organization name or logo. Anyone else who tries sees “Could not update Organization. Please try again.”
Invite colleagues as members when they need to follow what your assistant is doing. Keep the owner role for the people who decide how it contacts your customers and who manage billing.