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Agent & user management

How to add team members to your Consio workspace, assign roles, and manage agent access to campaigns and phone numbers.

Before you start

  • You need admin access to your Consio workspace

  • Have the email addresses of the team members you want to invite

Adding team members

  1. Go to Settings > Team (or Members)

  2. Click Invite Member

  3. Enter the team member's email address

  4. They'll receive an email invitation to join your Consio workspace

  5. Once they accept, they appear in your team list and can access the platform

The Members page showing workspace members and their roles

Roles and permissions

Consio uses a simple role structure:

  • Admin — full access to all settings, campaigns, phone numbers, billing, and team management. Can start/pause campaigns, configure routing, and invite/remove members.

  • Agent — access to the dialer, call history, and customer records. Can make calls and work through campaign queues. Cannot modify campaigns, settings, or billing.

Key distinction: Only admins can start or pause campaigns. If an agent reports that a campaign shows "paused" and they can't start it, they need an admin to activate it.

Assigning agents to campaigns

When you create a campaign, you select which agents can work it:

  1. Go to Campaigns > select a campaign

  2. In the campaign settings, find the Agents or Team section

  3. Select which agents should have access to this campaign's queue

  4. Save

Agents only see contacts from campaigns they're assigned to in their dialer.

Assigning agents to phone numbers

For inbound call routing, you assign agents to specific phone numbers:

  1. Go to Phone Numbers > click on a number

  2. Under When a call comes in > Ring agents

  3. Select which agents or teams should ring when this number receives a call

  4. Configure call distribution (all at once or one by one)

  5. Save

Teams

The Teams page showing team groupings for routing and campaign assignment

If you have multiple departments (sales, support), you can organize agents into teams:

  • Teams simplify routing — assign a phone number to ring "Support Team" instead of listing individual agents

  • Teams simplify campaign assignment — assign a campaign to the whole team

  • Team-level performance metrics help compare department effectiveness

Unlimited agents

Consio charges no per-seat fees. You can add as many agents and users as you need at no additional cost. The only usage-based charges are for call time and SMS.

Removing team members

  1. Go to Settings > Team

  2. Find the member you want to remove

  3. Click Remove or the relevant action

  4. The member immediately loses access to the workspace

Note: Removing a member does not delete their call history or recordings. All call data remains in the workspace.

How to verify it worked

After inviting a new team member:

  1. Confirm they received the invitation email

  2. Once they accept, check Settings > Team — they should appear in the member list

  3. Assign them to a campaign and have them open the dialer — contacts should appear in their queue

  4. Have them place a test call to confirm their access works end-to-end

Troubleshooting

Invitation not received: Check the spam folder. If still not received, try sending the invitation again with a different email address. Some corporate email filters block automated invitations.

Agent can't see campaign contacts: Confirm the agent is assigned to the campaign. Agents only see queued contacts from campaigns they're explicitly assigned to.

Agent can't start a campaign: Only admins can start/pause campaigns. Check the agent's role in Settings > Team.

Related articles

  • Using the dialer: day-to-day agent workflow — how agents work once they're set up

  • Creating your first outbound campaign — assigning agents to campaigns

  • Configuring business hours & inbound routing — routing calls to specific agents and teams

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