Team & Access

Go to Team in the dashboard and click Invite. Enter your colleague's email address, pick a role, and send.

They get an email with an Accept invitation button. Opening it shows them your workspace, the role you chose, and a short form to pick a password. That is the whole sign-up — they do not need a Shopify store of their own, and they never see the store-connection wizard.

The invitation is tied to the exact address you typed. If they sign up separately with a different address — a personal Gmail instead of their work address, say — they will end up in an empty account rather than on your team. If that happens, invite the address they actually used.

Roles set what a person can open, not just what they can change:

• Admin — everything except transferring ownership. Can manage the team, the chatbot and settings.
• Agent — the inbox. Reads and answers conversations and tickets. Cannot see billing, the team page or the chatbot configuration.
• Viewer — read-only across conversations and tickets.

Agent is the right answer for most employees. If you need something in between, open a member and adjust their individual permissions — you can, for example, give an agent access to analytics, or limit them to tickets assigned to them.

Invitation emails come from team@supportify.no. Ask your colleague to check their spam folder first — that is where most of them are.

If it is genuinely missing, you have two options on the Team page, next to the pending invitation:

• Resend sends the email again.
• Copy invite link gives you the link itself, so you can send it on Slack, on Teams, or by any route you trust more than email.

Both issue a new link, which means any older link for that invitation stops working. Send the newest one.

Start by asking which address they are typing. Sign-in is per address, and an employee who has been added under their work address cannot sign in with a personal one.

Then, depending on what they see:

• "Invalid email or password" — they can reset it themselves from Forgot password on the sign-in screen. You can also do it for them: open Team, hover their row, and click the key icon. That emails them a reset link. It sets no password and shows you nothing — only they can complete it.
• They signed up with Google or Shopify and now want a password — same reset link. The email is worded as "set your password" rather than "reset", and afterwards they can use either method.
• "This invitation was sent to a different email address" — they are signed in as someone else. Sign out, or accept the invitation in a private window.
• They are signed in but the dashboard is empty, offering to add a store — they created their own account instead of accepting the invitation. Invite that address and have them open the link while signed in; it joins them to your team on the spot.

Open Team, hover their row, and remove them. Access ends immediately.

Their past replies stay on the conversations and tickets they handled — the history stays intact and correctly attributed. Removing a member frees their seat.