Users and phone numbers

Everything to do with your team, the people, their roles, and the numbers they work from, lives in Settings → Users.

The list shows everyone on the account with their name, email, role (Admin or Member), and how many numbers they have assigned. The row menu (the three dots) is where you change a person's role, edit their name, or remove them.

Phones visibility

Decide this before you start inviting people, because it governs what every new user can see the moment they join. It's an account-wide setting in Settings → Admin → Phones visibility, and it has two options:

• All members see all numbers. Every member sees the conversations of every number. Useful for covering absences and sharing load, at the cost of busier inboxes and less separation between people.

• Members see their assigned numbers only. Each member sees only the conversations of the numbers assigned to them. Cleaner inboxes and privacy between colleagues, but nobody covers anyone else without an explicit handover.

Why it comes first: imagine you don't want new sales agents to see each other's conversations. If visibility is set to "all members see all numbers," every new person you invite can immediately see everyone else's chats, which is exactly what you wanted to avoid. Set the mode that fits your team first, and every user you add afterwards inherits it.

The setting applies to the whole account, not to individual people, and admins always see all numbers regardless of it. It's also separate from assignment: assignment decides which numbers a member has, visibility decides whether they can also see the others. The two work together.

This changes the whole team at once. Switching to "All members see all numbers" exposes conversations that were previously private, so let the team know before you do it.

Adding someone to your team

Adding a person is a three-step sequence, and two of the three steps are theirs, not yours.

1

Generate the invite link

In Settings → Users, click Invite new team member. A window opens with an invite link that you copy and share with the person through whatever private channel you like (email, WhatsApp, internal chat). The refresh icon regenerates the link, and the clipboard icon copies it.

Everyone joins as a Member: the invite has no role choice, so if you want someone to be an admin you promote them afterwards.

The invite link expires 7 days after it's generated (if it lapses, generate a new one from the same window). Anyone with the link can join as a member, so share it only with the right person and over a private channel.

2

They register

When the person opens the link, they sign up with their email and a password, then verify their email address by clicking the link in the email Polser sends them. Their account isn't active until they do.

The verification step is the one that catches admins out. A new user will not appear in your users list until they have verified their email, so if you've shared the link and someone isn't showing up yet, this is almost always why. Ask them to check their inbox (and their spam folder) for the verification email and complete that step.

3

Assign a number, or make them an admin

What's left depends on the role you want the person to have:

• For a member, assign at least one number so they can work (see Assigning phone numbers below). Whether this is strictly required depends on the Phones visibility setting you chose above: if members only see their assigned numbers, a member with none sees nothing, so you must assign one; if all members see all numbers, they can work without an assignment.

• To make someone an admin, promote them from the row menu (the three dots, then Promote to admin). Admins see all of the account's numbers, so they don't need any assigned.

For the full breakdown of what each role can and can't do, see Roles & Permissions.

Assigning phone numbers

Numbers are assigned per person. Click someone's row to open Edit user, where you'll find their Name and a list of Assigned phone numbers as checkboxes, each showing the number's name and digits. Tick the numbers you want to give that person and press Save. Changes apply across the workspace immediately.

Because it's a checkbox system, two things follow:

• A person can hold several numbers, useful for anyone who covers more than one line.

• A single number can be held by several people, which is what makes different team setups possible. See Ways to set up your team for the common models.

A member needs at least one number to work (a number is what connects them to a WhatsApp line). Giving each number a clear display name, not just the digits, is what keeps this screen readable as the account grows, so it's worth doing well from the start.

Removing a number from a person immediately takes those conversations out of their inbox. Before you reorganise numbers with the team working, be clear about who ends up responsible for what.

Removing someone

When a person leaves the team, open the row menu (the three dots) and choose Delete member.

Despite the name, this deactivates the account rather than erasing it: the person loses access, but their conversation history and anything recorded in the CRM are kept. A deactivated user still appears in the list, greyed out.

Before you remove someone, decide what happens to their numbers and open conversations: the numbers they had assigned become free to reassign, and it's worth transferring their open conversations to whoever will continue them. A number with nobody watching it is a channel that keeps receiving messages no one sees.