Teams and Roles Overview

What is a team?


A team is a department. You can create different teams in your account to reflect the different departments in your business. You can create as many teams as you need in your account. For example, in our own CHS account, we have a Sales team, a Support team and an HR team.


Teams can not only help you organise your account, but also assure you that your data is secure. Surveys, contacts, feedback and conversations all sit within their own teams. Only those who are part of the team will be able to see or use the data. Therefore, a user in Team A cannot see feedback gathered by Team B.


If a contact is sent a survey from two teams, that contact will appear in the whole account twice. However, only users assigned to those teams will see the contact. For example, Teams A and B might both have a contact record with the email address [email protected] A user in both teams will see the contact listed twice, but a user who is only in Team A will only see the contact once.




What are roles?


Alongside teams, there are four different user roles. These roles determine which features can be accessed by which users.


When inviting a new user to a team, they must be assigned one of the following roles: Manager, Supervisor or Agent. The basic differences between roles are:


  • Managers can access everything they need for their own team, including surveys, feedback and conversations. They can invite new users or revoke access to the team, but they cannot access any data in any other teams.


  • Supervisors can create and send surveys, view feedback and participate in conversations. They cannot invite, view, edit or remove other users.


  • Agents can view and reply to feedback, but they cannot create or send surveys. They also cannot invite, view, edit or remove other users.


There is also an additional role that any user can be promoted to: Admin. Admin users have access to every team and every piece of data in the organisation’s account. If you’re an Admin user yourself, you can promote any other user to an Admin role too. 


Every account needs at least one Admin user as they control the teams and permissions for all users in the account.


You can discover which features each role has access to here.



How do they work together?


Teams and roles work together in a very simple way; when a user is invited to a team, they must be assigned their own role within that team. That role defines what access they have in that team, not the whole account.


Users can have different roles in different teams. For example; a Manager in the Sales team might also be assigned as an Agent in the Support team. This means that they would be able to view the data from both teams at the same time, but their permissions would vary.


In the Sales team, for example, the Manager could invite more teammates, remove teammates, create surveys and export data. However, as an Agent in the Support team, they wouldn’t be able to do these things and their role would be a lot more limited in comparison.








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