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Manage users and roles

The Users tab of Administration is where you grant people access to your tenant, or tenants, and control what they can do once they're in.

A user can belong to more than one tenant at the same time, with a different role in each — so the same account might be a Tenant Admin in one tenant and a Tenant Operator in another.

Before you start​

  • You need the Tenant Admin role (or broader platform access) to open Administration.
  • This page manages access for your team. For your own account, see Profile & Billing.

View and find users​

  1. Open Administration and go to the Users tab.
  2. To find a user, type a name or email into the search field.

The table shows each user's name, email, and the tenant/role pairs they hold.

Add a user​

There's no password to set — adding a user sends an email invitation. Existing Flametree accounts can join right away; new users are asked to create an account first.

If you have admin access to only one tenant:

  1. On the Users tab, click Add User.
  2. Fill in the Email and pick a Role.
  3. Click Add.

If you have admin access to more than one tenant, the Add User dialog instead lets you grant several tenants at once:

  1. On the Users tab, click Add User.
  2. Fill in the Email.
  3. Pick a Tenant and a Role for the first row. Click + Add to grant another tenant with its own role, or remove a row with its X.
  4. Click Add.

Change a user's roles or tenant access​

  1. On the Users tab, find the user and click the edit (pencil) icon in their row.
  2. In the Edit User dialog:
    • One tenant: pick a new Role. Name and Email are shown but read-only.
    • Several tenants: add, remove, or change tenant/role rows the same way as in Add a user.
  3. Click Save.
note

A user's own Name and Email aren't editable from here — those are set from the user's own account.

Transfer tenant ownership​

Every tenant has one Owner. To transfer ownership, select Owner from the Role dropdown on that user's row in the Add User or Edit User dialog, then confirm in the Change Owner dialog by clicking Transfer ownership. The current owner keeps their existing role but loses ownership — this cannot be undone by them.

Remove a user​

  1. On the Users tab, click the delete icon in the user's row.
  2. If the user has access to more than one tenant, the confirmation lets you remove just the tenants you administer, or delete the account entirely if this covers all of it — in that case, confirm the checkbox and click Delete permanently. Otherwise, click Delete.

The user can no longer sign in to the tenant(s) you removed them from. A user who owns a tenant can't be deleted or lose that tenant's access until ownership is transferred to someone else first.

warning

Keep at least one Tenant Admin per tenant. Only admins can open Administration — if no admin remains for a tenant, nobody on your team can manage its users or tenant settings.

Choose the right role​

A role grants every action in the sections it can see, scoped to the tenant it was assigned in.

RoleBest forSummary
Tenant AdminWorkspace owners and administratorsFull access to every section, including user management, tenant settings, channels, and configuration.
Tenant UserTeam members who test agentsWorks in the Playground: tests AI agents and reviews test dialogs. No configuration access.
Tenant ViewerStakeholders who need read-only visibilitySees Playground, Knowledge Sources, Sessions, and Human Agents in read-only mode — no create, edit, or delete actions.
Tenant OperatorPeople who answer live conversationsThe portal describes this role as "Manage 360 View, Human Agents, Campaigns, and Analytics". Day to day, operators accept and resolve conversations in Human Agents, review Sessions, and use Analytics. No configuration access.

For the canonical matrix and per-role action details, see Roles and permissions.

A few guidelines:

  • Start new team members as Tenant User and upgrade only when necessary.
  • Use Tenant Operator for people who answer live conversations — their workspace is Human Agents.
  • Use Tenant Viewer for managers and stakeholders who only need visibility.
  • Keep Tenant Admin to the smallest possible group per tenant.
  • Review the user list regularly and remove accounts that are no longer needed.

Security and access best practices​

  • Assign the lowest role that fits the job in each tenant a user has access to.
  • Use Tenant Viewer for read-only stakeholders.
  • Separate operator accounts from admin accounts. Give people who answer live conversations the Tenant Operator role, not Tenant Admin.
  • Remove departed users promptly, or remove their access to the specific tenants they no longer work with.
  • Treat the tenant API key like a credential — see Copy the tenant API key.

Common issues​

  • You don't see Users under Administration. Your role is not Tenant Admin — ask an admin to change your role or make the change for you.
  • A user reports missing menu items. That is their role working as designed for that tenant — compare Roles and permissions and change the role if needed.
  • A new user can't sign in. Check that you typed their email correctly, and that they received and completed the invitation email (check spam).
  • An operator or viewer asks for configuration access. Expected — only Tenant Admin can configure agents, channels, and the tenant. Change the user's role in that tenant if they truly need it.

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