Inviting your team

Ochre is multiplayer. The faster you get teammates in, the faster you stop being the only person seeing tickets. This guide walks through the invite flow, the four roles, and how to pick the right one for each person.

Where invites live

Open Settings, then Team. You will see everyone currently in the workspace, their role, and their last active time. Click Invite to add new teammates.

How to invite

Paste one or more email addresses, comma-separated. Pick a role for the batch (you can change individual roles after they accept). Invitees get an email with a one-click join link that lasts 7 days.

You can resend an invite or revoke it at any time from the same page. Revoking does not affect anyone who already accepted.

Pricing reminder

Ochre is $39 per seat per month, flat. Owners, admins, and agents are billable. Light agents are free.

That means a team of 8 agents, 2 admins, 1 owner, and 4 light agents costs 11 seats: $429 per month. Inviting a stakeholder as a light agent so they can read along and leave internal comments costs nothing. See Pricing overview and Seats and roles.

The four roles

Owner

The person who created the workspace. There can be more than one owner if you transfer or share ownership. Owners can:

• Do everything an admin can.
• Manage billing, payment methods, and invoices.
• Transfer ownership.
• Delete the workspace.

Most teams keep this to 1 or 2 people. See Transfer ownership.

Admin

Admins run the support operation. They can:

• Configure all integrations, channels, and routing.
• Manage the knowledge base, including publishing.
• Invite, remove, and re-role teammates.
• See all reports including AI spend.
• Edit AI guardrails, spend caps, and autopilot rules.

Admins cannot touch billing or delete the workspace. Give this role to support leads, ops folks, and the person who owns the AI configuration.

Agent

Agents handle conversations. They can:

• See and reply to every conversation in their inbox.
• Assign, snooze, tag, and close.
• Leave internal notes and mention teammates.
• Edit their own AI drafts and use the playground.
• Author and edit knowledge base articles (publishing requires admin).

Agents cannot change channel, integration, or routing settings. This is the default role for the bulk of your team.

Light agent

Light agents are read-only collaborators. They can:

• Read every conversation.
• Leave internal notes and be mentioned.
• See customer 360 context.

They cannot reply to customers, change conversation status, or edit settings. Light agent seats are free. Use this role for engineers, PMs, designers, and execs who want to read along but should not send customer-facing replies. See Roles explained for the full matrix.

How to choose

A useful rule of thumb:

• Will this person reply to customers? Agent.
• Will this person configure the workspace? Admin.
• Will this person only read and leave internal context? Light agent (free).
• Should this person be able to delete the workspace or change billing? Owner.

When in doubt, start someone as a light agent and promote later. It costs nothing and avoids surprise charges.

Bulk invites

If you are migrating from Zendesk, Intercom, or Help Scout, the migration tool can match imported agents to invited Ochre users so historical assignments line up. See your migration guide:

• Migrate from Zendesk
• Migrate from Intercom
• Migrate from Help Scout

Provisioning rules

A few things to know:

• One email, one account. The same email cannot hold two roles in the same workspace.
• Email domain is not enforced. You can invite anyone, including external contractors. Set up a routing rule to scope what they see if needed. See Routing rules.
• Removing a teammate revokes their access immediately and reassigns their open conversations to Unassigned.

Notification preferences

New teammates start with default notification settings (email digest plus mentions). Each person can tune their own preferences after they join. See Notification preferences.

Next steps

• Roles explained — the full permissions matrix.
• First conversation — show new agents how to respond.
• Inbox overview — orient them on the workspace.