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User Management is where workspace owners add and remove team members and control what each person can do.

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Open User Management

Click your profile icon at the bottom-left of the sidebar, then select Settings. In the Settings sidebar, click Users. The Users page shows your team members in a sortable table with their name, email, and role. You can sort by Name or Role using the column headers.
Only Owners can add users, change roles, or remove users. Everyone else sees the user list in read-only mode.

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Roles

Every user has exactly one role. The role determines which parts of Connectly they can access.

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Feature access by role

Roles control workspace-level access. Team membership controls which conversations an agent sees inside the Inbox. See Teams for details.

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What each role can do in detail

Owners have unrestricted access to every feature. On top of what Marketing users can do, Owners are the only role that can:
  • Manage users — add, remove, and change roles from Settings → Users.
  • Access API keys — view and manage secrets in Settings → Secrets.
  • Configure notifications — set up notification preferences in Settings → Notification Settings.
Marketing users see every section in the sidebar and can manage day-to-day operations:
  • Inbox — view all conversations, assign and reassign tickets, reply, resolve, and reopen.
  • Campaigns — create, schedule, and send broadcast campaigns.
  • Automations & Flows — build and manage automation workflows.
  • Audiences — create and manage customer segments.
  • Analytics — view all dashboards and reports. Cannot edit report configurations.
  • AI Agents / Sofia — configure AI agents and Sofia AI.
  • Templates — create and manage message templates.
  • Tools & Sign-up Units — manage external tools and registration forms.
  • Teams — create teams, add members, and manage folders.
  • Settings — access General, Integrations, Quick Replies, Campaigns, Users (read-only), Inbox, Teams, and widget settings.
What Marketing cannot do:
  • Add, remove, or change user roles (read-only on the Users page).
  • Access API keys (Secrets tab is hidden).
  • Edit analytics report configurations.
Agents are designed for frontline work. Their sidebar shows only Inbox, Teams, and Settings.Inbox access:
  • Agents see only conversations assigned to them or their teams — not the full conversation list.
  • The All and Sofia AI tabs are hidden. Agents work from My Tasks and Requires Agent.
  • Agents can reply, resolve, and reopen their assigned tickets.
Settings access:
  • General — edit their own profile and change their password.
  • Quick Replies — view and use quick replies.
  • Integrations, Campaigns, Inbox, Teams, Whatsapp Widget — visible but may be read-only depending on the setting.
  • Users — visible in read-only mode (no add/remove/change role).
  • Secrets and Notification Settings — hidden.
What Agents cannot do:
  • See conversations outside their assignment scope.
  • Create or manage campaigns, automations, audiences, or templates.
  • Access analytics dashboards (except their own performance if the page is reachable).
  • Manage users or access API keys.
The Analytics role is purpose-built for users who need data without operational access.
  • Analytics — full access to all dashboards, metrics, and reports. Can edit and customize report configurations.
  • No sidebar sections other than Analytics are visible — no Inbox, Campaigns, Automations, Settings, or Teams.
What Analytics cannot do:
  • Access the Inbox or interact with any conversation.
  • Create or send campaigns.
  • Manage users, teams, or any workspace setting.

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Settings pages by role

Not all Settings pages are visible to every role:
The Analytics role does not have access to Settings at all.

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Add a user

  1. Click Add User at the top-right of the Users page.
  2. Fill in the form:
    • Email — the new user’s email address.
    • Password — a temporary password for the user’s first login. They can change it later in Settings → General.
    • Role — choose one of the four roles. Defaults to Agent.
Open the Role dropdown to see all available options.
  1. Click Submit.
The new user appears in the list immediately and can log in with the email and temporary password you set.

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Change a user’s role

  1. Hover over the user’s row to reveal the ⋮ menu on the right.
  1. Click the ⋮ menu. Select the new role from the list — each option shows a short description and a checkmark next to the current role.
The change takes effect immediately — no confirmation step.

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Remove a user

  1. Hover over the user’s row and click the ⋮ menu.
  2. Click Remove User at the bottom of the menu.
  3. A confirmation panel appears with the user’s name. Click the red Remove button to confirm.
Removing a user revokes their access instantly. This action cannot be undone from the UI — you would need to add them again as a new user.