Team and roles

SiteTrellis accounts are built for teams: owners and admins configure the product, and people with the Agent role answer chats. This page explains the three roles, how access to workspaces works, how invitations and seats are counted, and how to keep access tidy.

The three roles#

Give people the least access they need. A support rep who only answers chats should be an Agent. Keep the number of Owners small, ideally two so there is a backup if one person leaves.

Roles are per account. A person with one email address can belong to several accounts (for example, an agency employee working for several client accounts) with a different role in each, and can switch between them with Switch account in the user menu.

Workspaces and who can see what#

A workspace groups sites, agents and the conversations they produce. Owners and Admins see all workspaces. An Agent sees only the workspaces they have been added to; everything else, including its conversations, leads and sites, is invisible to them and cannot be opened by guessing links. This is how an agency can give each client team access to just their own chats.

AI provider keys belong to the account, not a workspace, so an Admin's agent in any workspace can use them. Agents (people) cannot see or manage keys.

Inviting people#

1. Open Team in the dashboard.
2. Click Invite, enter the person's email address and pick a role: Admin or Agent.
3. For the Agent role, choose which workspaces the person can access.
4. Send the invitation. The person receives an email with a link; it is valid for 7 days, and you can resend it (which issues a new link and invalidates the old one) or revoke it from the pending list.
5. They follow the link, set a name and password (or sign in if they already have a SiteTrellis login), and join the account with the role you chose.

Invitations can only create Admins and Agents. Only an existing Owner can grant the Owner role: open the member under Team and change their role to Owner. An account always keeps at least one Owner, so the last Owner cannot be removed or demoted. To hand over ownership, promote the new Owner first, then demote or remove yourself.

To change someone's role or workspace access later, use the role and workspace controls on their row under Team. To remove someone, use Remove; they lose access to the account immediately but their past replies stay in the transcripts, shown under their name. Anyone can also leave an account themselves from the Team page.

Seats and plan limits#

Your plan includes a number of team seats. A seat is used by each member of the account and by each pending invitation that has not expired or been accepted, so cancelling unused invitations frees seats. If you have reached the limit, sending another invitation fails with a message to upgrade or remove someone. Seats at the time of writing: Free 1, Starter 2, Pro 5, Agency 15. See Billing and plans for the current numbers.

Live human takeover, where an Agent joins a chat, is available on Starter and above. It is described in Escalation and live takeover.

Sign-in and security#

• People sign in with email and password. Passwords are stored as one-way hashes, never in readable form. Two-factor authentication is not available. Use a long, unique password in a password manager.
• Sign-in attempts are rate limited to slow guessing.
• Changes such as inviting people, changing roles, rotating keys and publishing agents are recorded in the audit log (Settings, then Audit log; Owners and Admins can filter it by action, person and date) with who did them and when. Review it periodically.
• SiteTrellis staff do not see your content by default. For support they may open your dashboard through an impersonation session. It is shown with a banner, cannot change passwords, email addresses or billing, and is recorded in your audit log.

Agencies and client work#

If you manage chat for clients, create one workspace per client. Add each client's staff as Agents scoped to their workspace, and keep Admin for your own team. Each client's sites, agents, conversations and leads stay separate, and you can still share your AI provider keys across clients (or use a different key per client by creating several entries). Plans with more workspaces, sites and agents (Pro and Agency) are designed for this.

Offboarding checklist#

1. Remove the person from Team.
2. If they were an Admin or Owner and had seen secrets, rotate the AI provider keys they could access, and any tool secrets and webhook signing secrets.
3. Check the audit log for recent actions by that person.