Managing Team Access in Your Rep AI Account

Introduction

The Team page in Rep AI lets you control who has access to your Rep AI console and what each person can do. Instead of choosing between "full access" and "almost none," you can now match each team member's access to their actual job — marketing, support, or an outside agency managing your account for you.

You can invite team members with a specific role, change roles as responsibilities shift, see everyone's status at a glance, and remove access when someone leaves. Team management stays in the hands of Admins, so your configuration and billing details are never exposed to people who don't need them.

How to open the Team page

1. Log in to your Rep AI console at app.hellorep.ai

2. Click your profile icon in the top-right corner

3. Select "Team" from the dropdown menu

Only Admins see the Team option. If you don't see it, you're signed in with a role that doesn't include team management — ask an Admin on your account to make the change for you.

The five roles

Rep AI offers five roles. Each one opens a specific set of console sections, so every team member gets a focused console instead of a wall of features they'll never use.

Admin

Full access to everything, including Team and Billing. Admins are the only people who can invite team members, change roles, remove access, and manage your subscription. Every account needs at least one Admin.

Best for: store owners, account managers.

Marketer

Access to Home, Conversations, Sales, Insights, AI Training, Settings, Expert Zone, and API. Marketers can see how the AI is driving revenue and tune how it talks about your products, but they can't reach the support tooling or the Inbox.

Best for: marketing team members focused on conversion and campaigns.

Worth knowing: Marketers don't use a paid Rep Inbox seat. See "Marketers are free seats" below.

Support Manager

Access to Home, Conversations, Inbox, Support, Insights, AI Training, and Settings. Support Managers get the full support picture — live tickets, support configuration, and AI training — without the sales reporting or Expert Zone.

Best for: support leads running day-to-day customer operations.

Agency

Access to everything except Team and Billing. Agency users can configure and optimize your entire Rep AI setup, but they can't change who's on your team and they can't see or modify your subscription.

Best for: external partners and agencies managing your Rep AI account.

Support Agent

Access to Conversations and Inbox. This is the most focused role — agents handle customer interactions and work tickets without seeing analytics, settings, or configuration.

Best for: front-line support agents.

What each role can access

Two things are true for every role: Conversations is always available — everyone on your team can see what customers are saying — and Customers is available to everyone as well, so anyone handling a shopper has the context they need.

Your own profile settings, notifications, and referrals are always available too, whatever your role.

Where each role lands after login

Each role opens on the page that's most useful for its job:

• Admin — Home

• Marketer — Home

• Support Manager — Conversations

• Agency — Home

• Support Agent — Conversations

If someone bookmarks a page their role can't open, Rep AI quietly redirects them to their own landing page instead of showing an error.

Inviting a team member

1. On the Team page, find the "Invite a new member" section at the top

2. Fill in First name, Last name, and Email address — all three are required

3. Choose a role from the dropdown. Each role shows a short description of what it opens, so you can confirm before you send

4. Click "Invite"

Rep AI emails the person a registration link. Until they accept, they appear in your team list as "Pending." Once they sign in, they see only the sections their role allows.

The role dropdown defaults to Admin. If you're inviting someone who doesn't need full control, change it before sending.

Changing someone's role

1. Find the team member in your team list

2. Click their current role to open the dropdown

3. Choose the new role

4. Review the confirmation dialog and confirm

The confirmation dialog spells out exactly which sections the person will lose access to, so a role change is never a surprise. If the change also affects your Rep Inbox bill, the dialog says so before you commit.

Role changes apply the next time the person loads a page or starts a new session.

Marketers are free seats

If you subscribe to Rep Inbox, seats are billed per team member who can open the Inbox. Marketers can't open the Inbox, so they don't consume a paid seat. Marketer rows in your team list carry a "Free" indicator to make this visible at a glance when you're auditing your team.

This means the billing follows the access:

• Changing someone to Marketer removes one billed Inbox seat

• Changing a Marketer to any other role adds one billed Inbox seat

The confirmation dialog names the change before you commit, and the wording reflects how you're billed — an immediate prorated adjustment if you pay through Rep AI directly, or a pending approval step if you're billed through Shopify. If you don't have an active Rep Inbox subscription, no billing message appears, because there are no seats to adjust.

Your plan's seat minimum still applies. An account with one Admin and three Marketers is still billed for the minimum, not zero.

For the full picture on seats, trials, and prorated charges, see the article "Rep Inbox Billing: Pricing, Seats, and Prorated Charges Explained."

Your account always keeps an Admin

Rep AI won't let you lock yourself out of team management. When only one Admin remains on the account:

• That Admin's role dropdown is disabled, with a tooltip explaining why

• The "Revoke Access" option is hidden for them

To change or remove the last Admin, promote someone else to Admin first.

Team member statuses

• Active — accepted the invitation and using the account under their role

• Pending — invited, but hasn't finished registering yet

• Inactive — access has been revoked

Everyday tasks

Resending an invitation

1. Find the team member (they'll show as "Pending")

2. Click the three dots menu at the end of their row

3. Select "Resend"

Revoking access

1. Find the team member in your team list

2. Click the three dots menu at the end of their row

3. Select "Revoke Access" and confirm

Their status changes to "Inactive" and they can no longer sign in. If they held a billed Inbox seat, your seat count updates accordingly.

If you're upgrading from the old two-role setup

Nothing breaks and no action is needed from you:

• Admins keep exactly the access they had. Nothing changes.

• Anyone who was an "Agent" is now a "Support Agent" and has gained access to the Inbox on top of Conversations. It's a rename plus more access, never less.

Troubleshooting

A team member says a section is missing

Check their role against the access table above. If the section isn't included in their role, that's expected. To grant it, change their role to one that covers the section — the confirmation dialog will show you exactly what they'll gain or lose.

A role change doesn't seem to have taken effect

Role changes apply on the next page load or new session. Ask the team member to refresh the page, or to sign out and back in.

You can't change a team member's role

Confirm that:

1. You're signed in as an Admin — only Admins can change roles

2. You're not trying to change the last remaining Admin. Promote someone else to Admin first

3. You're on a current version of Chrome, Firefox, Safari, or Edge

An invitation never arrived

1. Confirm the email address is spelled correctly

2. Ask the person to check their spam or junk folder

3. Use "Resend" from the three dots menu

4. If it still doesn't arrive, contact Rep AI support

Someone can still get in after you revoked access

1. Confirm their status shows "Inactive"

2. Ask them to sign out fully and clear their browser cache

3. If the problem continues, contact Rep AI support

Rep AI roles and Shopify permissions are separate

Rep AI roles control access inside the Rep AI console only. They don't grant or restrict anything in your Shopify admin, and a person's Shopify staff permissions don't change what they see in Rep AI. Manage the two separately.

Best practices

• Match the role to the job. Reserve Admin for people who genuinely need to manage the team and the subscription.

• Use Marketer for analytics-only stakeholders. They get the sales and insights view without consuming a paid Inbox seat.

• Give agencies the Agency role, not Admin. They get everything they need to do the work, without control over your team or your billing.

• Keep more than one Admin. A second Admin means you're never blocked if the first is unavailable.

• Audit your team list periodically. Confirm that roles still match responsibilities and that everyone listed still works with you.

• Revoke access promptly when someone leaves — it also frees the billed Inbox seat.