Team and roles
Add your team to Enscale and let them answer customers without giving anyone Shopify admin access.
Add your team in Settings → Team. Every paid plan has unlimited seats — Enscale never charges per person, so there's no reason for two people to share a login.
The main reason to set this up properly: your team can answer customers without a Shopify staff account. More on why that matters below.
The three roles
| Role | What they can do |
|---|---|
| Owner | Everything, including billing and plan changes. One per store. |
| Admin | Everything except transferring ownership — settings, channels, automations, campaigns, adding team members. |
| Agent | Work the inbox: read and reply, manage contacts, assign and resolve conversations. |
Agent is the right role for most of your team. It gives someone everything they need to help customers, without exposing your billing, your channel connections, or the ability to fire off a campaign to 5,000 people by accident.
Promote to Admin only for people who genuinely configure things.
| Plan | Seats |
|---|---|
| Free | 1 |
| Every paid plan | Unlimited |
Invite someone
Send the invite
In Settings → Team, enter their name, email and role.
They accept and set a password
They get an email invitation and choose their own password. You never handle their credentials.
They sign in to the team inbox
Agents normally use the standalone team inbox rather than going through Shopify admin.
Why this beats sharing a Shopify login
This is the part worth understanding, because it saves real money and real risk.
An Agent signs into Enscale with their own credentials and never needs a Shopify staff account. Which means:
- You're not paying Shopify for staff seats just so a part-time support person can answer WhatsApp messages.
- Nobody sees your orders, products, payouts or settings just to reply to a customer.
- Offboarding is one click in Enscale, not an audit of what someone could reach in Shopify.
If you use freelancers, VAs or an agency for support, this is the difference between handing over the keys to your store and handing over an inbox.
Assignment and who's online
The inbox shows which teammates are currently online, so you're not assigning a conversation to someone who logged off two hours ago.
You can assign a conversation to make ownership explicit, or leave it unassigned in a shared queue and let whoever's free pick it up. Both work — teams under about four people usually do fine with a shared queue.
Automations can assign too, with the Assign to Agent step. Useful for routing high-value customers to a senior person automatically.
Everything is attributed
Assignment, resolution, notes and blocking are all recorded on the conversation timeline, with who did it and when.
That matters in two situations: handing a conversation between shifts, and working out what actually 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 someone doesn't rewrite the record, which is what you want when you need to understand a past conversation.
Anything currently assigned to them becomes unassigned and returns to the queue, so nothing gets stranded.
Next steps
- Team inbox — the standalone app your agents will live in.
- Inbox — how assignment and resolution work.
- Settings reference — everything else configurable.