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Managing Teams and Users

Use Workspace Settings to manage who belongs to your workspace, which seats they use, how teams are organized, and what data people can access.

Users and members​

Open Workspace Settings > Users to view and manage workspace members.

The users table shows each member’s name, email, role, manager, teams, seat status, and available actions. You can search by name or email.

Adding a user​

  1. Click Create user.
  2. Enter the user’s Name and Email.
  3. Choose a Role.
  4. Optionally assign a Team.
  5. Choose whether Harmony should auto-generate a password or whether you want to enter one manually.
  6. Click Add User.

If your workspace has an available seat, Harmony allocates one automatically. If no seats are available, the user is created without a seat and has limited access until a seat is allocated.

Managing seats​

Seats determine whether a member has full access to seat-dependent features. Users with billing permissions can allocate or remove seats from the users table or from a user detail page.

When you deallocate a seat, the member keeps their workspace record but loses access to seat-dependent features. The seat becomes available for another member.

User detail page​

Click a user’s name to open their detail page. Depending on your permissions, you can review profile details, manage seat status, edit user custom fields, see system timestamps, and delete the user from the workspace.

Removing a user​

Use Delete user from the row actions or user detail page. Removing a user:

  • Immediately removes their access to the workspace.
  • Deallocates their seat.
  • Leaves workspace data such as conversations and contacts in place.
  • Cannot be undone.

Organizational hierarchy​

Harmony supports reporting relationships between members. The Reports To column shows a member’s manager when configured.

Hierarchy rules:

  • A member can have one manager.
  • Circular reporting chains are not allowed.
  • Reporting structures can have multiple levels.

Hierarchy is useful for organization charts, manager views, and team reporting.

Teams​

Open Workspace Settings > Teams to create and manage teams. Teams help organize members and can scope access when a role uses team-level permissions.

For example, a user with conversations:read:team can see conversations assigned to their teams, while an admin with all-workspace permissions can see conversations across the organization.

A member can belong to multiple teams. Team-scoped access includes resources from all of that member’s teams.

Creating a team​

  1. Go to Workspace Settings > Teams.
  2. Click the + dropdown and choose New team.
  3. Enter a team name.
  4. Choose a team type, such as Customer Success, Sales, Support, Talent Acquisition, or Other.
  5. Optionally assign a group, description, color, and analytics settings.
  6. Click Create.

Team detail page​

Open a team to manage:

  • Projects linked to the team for insights.
  • Users who belong to the team.
  • Playbook content for team-specific procedures.
  • Add members actions.
  • Settings such as name, type, group, color, and analytics toggles.

Groups​

Groups organize teams into higher-level clusters, such as regions or departments. Create a group from the + dropdown on the Teams page, then assign teams to it while creating or editing a team.

Deleting a group moves its teams back to Ungrouped. It does not delete the teams.

Linking projects to teams​

Teams can be linked to Projects so the project’s insight definitions apply to that team’s conversations.

  1. Open the team detail page.
  2. Click Collect Insights.
  3. Select the project to link.

You can remove a project link from the team’s project list.

Roles and permissions​

Roles control what members can do. Permissions can be scoped to own data, team data, or all workspace data depending on the role.

For more detail, see Roles.

Troubleshooting​

User was created without a seat Your workspace has no available seats. Add seats or deallocate a seat from another member.

User cannot access expected data Check their role, team memberships, seat status, and whether the resource belongs to a team they can access.

Team-scoped users see too much or too little Review their team memberships and the team assignment on the conversations, contacts, or projects they are trying to access.