People and roles

A role decides what one person can see and do in an organization. Every member holds exactly one role, and the Owner role belongs to whoever created the organization.

Invite a member

Open the organization, then People, then Invite member. Enter the person's email address, choose a role and select Send invite.

Send the invite
Duvi emails a link to the address you entered. The invite appears under Pending invites with its expiry date.
The person accepts
The link opens Studio, where the person signs in and selects Join organization. The person must sign in with the same email address the invite was sent to.
The person joins
The person moves from Pending invites to Members, with the role you chose.

An invite expires 7 days after it is sent. Resend sends a fresh link and restarts the 7 days. Revoke cancels the invite, and the link stops working.

Change a member's role

On People, select the role beside the member's name and choose another. Three rules apply:

You can give only a role whose permissions you hold yourself.
You cannot change your own role.
You cannot change the role of someone who holds a permission you do not.

The owner's role never changes, and the owner cannot be removed.

Built-in roles

Every organization starts with four roles. The Agent role is a person on your team who answers customers, not a Duvi agent.

Permission	Owner	Supervisor	Agent	Auditor
Conversations they can see	Everyone’s	Everyone’s	Only theirs	Everyone’s
Reply, claim and close conversations	Yes	Yes	Yes	No
See members and invites	Yes	Yes	No	No
Invite members and change their roles	Yes	Yes	No	No
See roles and what they allow	Yes	Yes	No	No
Create and edit roles	Yes	No	No	No
See conversation categories	Yes	Yes	Yes	Yes
Create and edit categories	Yes	Yes	No	No
Use saved replies	Yes	Yes	Yes	No
Create and edit saved replies	Yes	Yes	No	No
Use the file library	Yes	Yes	Yes	No
Upload library files	Yes	Yes	No	No
Change organization settings	Yes	No	No	No
Connect phone and WhatsApp numbers	Yes	No	No	No

Only theirs means the person sees the conversations they are handling. A role limited to Only theirs has no Waiting queue and receives conversations through offers instead. See Inbox.

An Auditor reads every conversation and cannot reply to any of them, which suits a quality or compliance reviewer.

Create a custom role

Open Roles, then New role. Name the role, choose Conversations they can see, and switch on each permission the role allows. Select Create role to save it.

Conversations they can see	Meaning
No access	The role has no Inbox.
Only theirs	Conversations the person is handling.
Everyone’s	Every conversation, including the Waiting queue.

Some permissions depend on another. Create and edit saved replies needs Use saved replies, so switching on the first turns on the second and marks it Required by the first. The same applies to categories, the file library, members and roles.

A role name can be up to 40 characters.