Team management
Team management is the ability to invite several people from a business into a product’s portal and control what each of them can see and change.
Also called: user management, roles and permissions, seats
A receptionist touches several jobs at once: the owner who sets it up, the office manager who reads every message, the technician who needs one transfer to work. Team management lets each of them log in as themselves, rather than sharing one password, and limits what they can alter.
The usual split is between seeing and changing. Reading transcripts and summaries is safe to give widely; editing the workflow, the knowledge base or the phone routing is not, because a mistake there answers the next call. A user directory, an invitation flow and a way to remove people are the minimum.
Where a business runs several locations or accounts, access is often scoped per account as well as per person.