Teams, Roles, and Conversation Assignment

Orqestra is built for teams. This guide explains how to invite members, manage roles, and distribute conversations to agents.

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Invite Team Members

Open Settings > Team Members and select Invite Member. Enter the person's email address and choose a role.

The invitee receives an email with a link to create a password and access Orqestra. Invitations do not add a separate fee; the active plan determines the maximum number of users.

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Roles and Permissions

Orqestra includes four standard roles:

Admin
Full access to features, settings, channels, and team management. This role usually belongs to a business owner or operations manager.

Supervisor
Can view every conversation, take over another agent's work, and access reports. Cannot change channel or plan settings.

Agent
Can access assigned conversations, reply, add internal notes, and escalate cases. By default, agents cannot view conversations assigned to other agents.

Viewer
Read-only access for stakeholders who need visibility without operational control.

Permissions can be customized further when the standard roles do not fit a team's needs.

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Agent Availability

Each agent controls an availability status:

• Online — Ready for new assignments
• Busy — Handling current work and not accepting new assignments
• Offline — Not active

Automatic assignment routes conversations only to Online agents. Agents can change status from their profile in the lower-left corner of the dashboard.

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Manual Assignment

Open a conversation and use the Agent control in the right panel to choose the team member who should handle it.

The assigned agent receives a notification and sees the conversation in their inbox.

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Automatic Assignment

Manual assignment becomes inefficient at higher volume. Configure automatic rules for each channel under Channel Settings > Assignment Rules.

Round Robin — Distributes new conversations in sequence across Online agents. Use it when agents handle similar types of work.

Least Loaded — Routes a new conversation to the agent with the fewest active conversations.

Rules can include additional conditions, such as applying only to a specific channel or to escalated conversations.

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Agent Schedules

Under Settings > Team Members, define a weekly schedule for each agent. An agent outside their scheduled hours will not receive automatic assignments, even when their status is Online.

Schedules keep assignment accurate for shift-based and distributed teams.

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Escalation

Escalate a conversation when a customer needs help beyond an agent's authority, such as a complex problem or a complaint that requires a management decision.

An agent can mark the conversation as escalated from the conversation panel. Supervisors receive a notification and see the case in their escalation view.

Flows can also escalate automatically when a condition is met, then assign the conversation directly to a supervisor.