Team members and roles

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Overview

Team members and roles help you collaborate effectively while maintaining security. Control who can access your workspace, what they can do, and how they work together through customizable roles and permissions.

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Understanding roles and permissions

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Three workspace roles

Quo, formerly OpenPhone offers three default roles, each designed for different team responsibilities: Owner role

• Full administrative control over the workspace
• Can manage billing and subscription settings
• Assign or change roles for any team member
• Add or remove other owners
• Complete access to all features

Admin role

• Manage team members and phone numbers
• Configure workspace features and integrations
• Cannot add/remove owners
• Cannot access billing information
• Otherwise full administrative access

Member role

• Use assigned phone numbers for calls and texts
• Manage contacts and personal settings
• Collaborate on shared inboxes
• Limited administrative access
• Cannot modify workspace settings

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Detailed permissions breakdown

Permission	Owner	Admin	Member
Send texts, make calls, message teammates	✓	✓	✓
Manage contacts	✓	✓	✓
Bulk import contacts (Google/CSV)	✓	✓	✓
Invite team members	✓	✓	✓
Remove team members	✓	✓
Update member roles	✓	✓
Manage billing	✓	✓
Update phone number settings	✓	✓
Add new phone numbers	✓	✓
Create workspace groups	✓	✓
Configure integrations	✓	✓
Submit/manage port requests	✓	✓
Add/remove other owners	✓

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Phone number ownership

Beyond workspace roles, individual phone numbers can have owners:

• Number owners control who can access that specific number
• Only number owners, workspace owners, or admins can update number settings
• Settings include: inbox name, caller ID, business hours, call flows

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Adding team members

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Method 1: Direct invitation

1. Navigate to Settings → Members
2. Click Invite your team or Invite a member
3. Enter email addresses (comma-separated for multiple)
4. Choose initial phone assignment:
   • Assign a new number: They’ll select during onboarding
   • Share existing: Grant access to current numbers
5. Select their role (Owner, Admin, or Member)
6. Click Send invitations

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Method 2: Claim your domain

Streamline onboarding by claiming your company’s email domain:

1. Go to Settings → Members
2. Click Claim your domain
3. Enter an email address with your company domain
4. Verify domain ownership

Once claimed:

• Anyone with your company email can join automatically
• They sign up normally and see “Join existing workspace”
• No invitation needed
• Default role is Member (can be changed later)

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The invitation process

What invitees receive

1. Email invitation with workspace details
2. Accept invitation link
3. Guided onboarding:
   • Account creation
   • Phone number selection
   • App download instructions
4. Immediate access to assigned resources

What happens next New members can:

• Start calling and texting immediately
• Access shared phone numbers
• View conversation history
• Collaborate with teammates

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Managing existing members

View team roster

1. Go to Settings → Members
2. See all members with:
   • Name and email
   • Current role
   • Phone numbers assigned
   • Last active status

Update member permissions To modify an existing member’s role:

1. Click the three dots (…) next to their name
2. Select Change role
3. Choose new role
4. Confirm change

Remove team members When someone leaves your organization:

1. Navigate to Settings → Members
2. Click three dots (…) next to their name
3. Select Remove user from workspace
4. Reassign their phone numbers if needed
5. Confirm removal

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Phone number management

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Assigning numbers to members

Give team members access to phone numbers:

1. During invitation process
2. From phone number settings
3. Through member management page

Options for assignment:

• Exclusive access: Only that member can use
• Shared access: Multiple members collaborate
• View-only: See activity without calling/texting

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Managing shared numbers

For numbers used by multiple team members:

• Set ring order for incoming calls
• Configure individual notifications
• Track activity with conversation attribution
• Maintain unified inbox view

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How it impacts billing

Adding members

• Prorated charges apply immediately
• Billed for remainder of current period
• Each member requires a subscription
• First number included, additional numbers $5/month

Removing members

• Prorated credits applied to account
• Credits used for future charges
• Cannot be refunded or transferred
• Expire if subscription cancelled

Pricing structure

• Starter: $15/user/month (annual)
• Business: $23/user/month (annual)
• Scale: $35/user/month (annual)
• Each includes one number
• No limit on team size

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Collaboration features

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For shared numbers

• See who’s handling conversations
• Leave internal comments
• Transfer conversations between members
• Set team availability schedules

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Communication tools

• Direct message teammates
• Mention colleagues in threads
• Share contact information
• Collaborate on customer issues

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Visibility features

• Activity tracking per member
• Call and text analytics
• Performance insights
• Workload distribution

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Keep your account secure

Access control

• Use principle of least privilege, meaning that people should only really have access to things they will regulrly need
• Regularly audit member access to make sure no one has access to something they shouldn’t
• Remove inactive members promptly so that you don’t forget (though regular audits help here)
• Document role assignments somewhere that you and others can see them

For sensitive operations

• Limit owner accounts to a minimum number of people
• Restrict admin access to one or two people
• Use shared numbers carefully
• Monitor permission changes to make sure a change isn’t made without your knowledge

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Troubleshooting

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Invitation issues

Member didn’t receive invitation

• Check spam/junk folders
• Verify email address
• Resend invitation
• Try alternate email

Can’t join workspace

• Ensure using invited email
• Check if domain is claimed
• Verify workspace still active
• Contact workspace admin

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Permission problems

Member can’t access features

• Verify correct role assigned
• Check phone number permissions
• Refresh app/browser
• Review workspace settings

Unexpected access levels

• Audit current permissions
• Check for recent changes
• Verify number ownership
• Contact support if needed

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FAQs