Users and seats

People in your organization need accounts before they can open projects, take calls, or run automation. Each active user counts as a seat against your subscription plan. This page covers inviting people, what seats mean, and how active vs disabled works.

What is a seat?

A seat is an active user in your organization. Plans cap how many active seats you may have (for example Trial allows a small team; Pro and Advanced allow more; Enterprise is custom).

Only users marked active count. Disabled users keep their history but free a seat so you can invite someone else without upgrading immediately.

Check current usage on Billing (used / limit / remaining for users).

Invite a user

You need permission to manage users (typically an Admin).

1. Open Manage users from the account menu.
2. Stay on the Users tab.
3. Click Invite user.
4. Enter full name, email, and a temporary password (share it securely; they should change it after first login).
5. Assign one or more roles. New invites often default toward Agent when that role exists.
6. Save.

The invite creates the account immediately and counts against your seat limit. There is no separate “pending invite” queue for email-and-password users — they sign in with the credentials you set.

Screenshot needed

Invite user drawer with name, email, password, and roles checklist.

Where: Manage users → Invite user

Save as: src/assets/screenshots/13-invite-user.png

If the email already exists in your organization, CXGear rejects the invite with a clear error.

Roles at invite time

Roles control what the person can do across the organization (projects, dialler, billing, and so on). Common choices:

Role	Typical person
Agent	Desk agent taking live calls or chats
Supervisor	Team lead monitoring quality and dialler
Admin	Platform owner, billing, user management
Custom	Job titles you created by extending roles

You can change roles later by editing the user.

Active vs disabled

Status	Meaning
Active	Can sign in (subject to password/SSO). Counts as a seat.
Disabled	Cannot use the product as a normal active account. Does not count toward the seat limit.

Disable someone who left the company or is on long leave instead of deleting history you may still need for audit. Re-enable them later if they return — if a free seat is available.

When you hit the seat limit, inviting another active user fails with a plan-limit message. Free a seat (disable an unused account) or upgrade on Billing.

Plan seat examples

Always confirm live numbers on Billing → Usage. Typical caps:

Plan	Active seats (typical)
Trial	2
Pro	10
Advanced	50
Enterprise	Custom / unlimited

Monthly meters (jobs, records, analyses) are separate from seats. Seats are a standing limit on how many people can be active at once.

Success looks like

• New teammate signs in with the email and temporary password
• They see only the menus their roles allow
• Billing shows seats used increasing by one after invite
• Disabled users no longer appear as online and free a seat

Common problems

Symptom	Likely cause	What to do
“User seat limit reached”	Plan is full of active users	Disable unused accounts or upgrade
“Email already exists”	Duplicate invite	Edit the existing user instead
User cannot open Admin pages	Role is Agent/Supervisor only	Assign Admin or extend a role
Invited user cannot sign in	Wrong password or disabled account	Reset credentials; confirm active

Next

• Who is online
• Extending roles
• Plans & usage
• Trial limits