Team and roles
Invite teammates to Enscale, assign roles, and give agents inbox access without Shopify admin access.
Add your support team in Settings → Team. Every paid plan has unlimited seats.
Roles
| Role | Can do |
|---|---|
| Owner | Everything, including billing and plan changes. One per workspace. |
| Admin | Everything except transferring ownership — settings, channels, workflows, campaigns, team management. |
| Agent | Work the inbox: read and reply to conversations, manage contacts, assign and resolve. |
Agent is the role for most of your team. It gives people what they need to answer customers without exposing billing, channel credentials, or the ability to publish a campaign.
Seats by plan
| Plan | Seats |
|---|---|
| Free | 1 |
| Starter and above | Unlimited |
Unlimited genuinely means unlimited — Enscale doesn't charge per seat on any paid plan, so there's no reason to share a login.
Inviting someone
Send the invite
In Settings → Team, add their name, email, and role.
They accept
They receive an email invitation and set their own password.
They sign in
Agents typically use the team inbox rather than Shopify admin.
Agents don't need Shopify access
This is the main reason to use roles rather than sharing a Shopify login.
An Agent signs into the standalone team inbox with their own Enscale credentials. They never need a Shopify staff account, which means:
- You aren't paying for Shopify staff seats for support contractors.
- Nobody gets access to orders, products, or settings just to answer a message.
- Someone leaving is one removal in Enscale, not a Shopify permissions audit.
Presence and assignment
The inbox shows which teammates are currently online, so you can assign to someone who's actually working.
Assign a conversation to make ownership explicit, or leave it unassigned in a shared queue. Workflows can assign automatically with the Assign to Agent node — routing high-value customers to a senior agent, for example.
Activity trail
Assignment, resolution, notes, and blocking are recorded on the conversation timeline with who did what. Useful for handovers, and for understanding what happened when a customer says they were told something different.
Removing someone
Remove them in Settings → Team. Their access ends immediately.
Their history stays — conversations they handled, notes they wrote, and timeline entries remain attributed to them. Removing a teammate doesn't rewrite the record.
Conversations assigned to them become unassigned so they return to the queue rather than disappearing.
Next steps
- Team inbox — the standalone agent app.
- Inbox — assignment and workflow.
- Settings reference — other settings.