Quincer AI
Account
Team & roles
Invite your sales, support, and marketing teammates. Each person gets a role that controls what they can see and change. Meeting-routing rules point at specific teammates by default.
Where this lives
Everything about people lives on one page: open Organization in the dashboard sidebar. It has three tabs.
- People — who can reach your brands, plus the invite, role, and territory controls for the brand you have selected.
- Directory — the people your AI can recognize and warm-transfer callers to by name. See Voice.
- Locations — your branches, each with its own knowledge, numbers, and hours. See Locations.
These were three separate sidebar entries (My team, Directory, Locations) until August 2026. The old links still work — they redirect to the matching tab.
Who has access
The People tab opens on the roster: everyone who can reach a brand your organization shares, however they got there. Each row shows their Organization role — which reaches every shared brand you own — or, for someone who was given a single brand, Brand access only followed by a chip per brand and the role they hold on it.
Private brands are not listed here, to anyone but their own people. A brand someone keeps private is reachable only by its owner and by people named on that brand — not by the organization, not by the organization’s owner, and not by a partner who manages your account. So the roster you see omits private brands you are not on, and omits anyone whose only access is through one. Two people in the same organization can therefore see slightly different rosters, and that is deliberate.
Search matches names, email addresses, and brand names, so
@acme.com finds everyone from one company and typing a brand
name finds everyone who can reach it. The
All roles dropdown filters to one role and only ever offers
roles that someone actually holds. Both search and filter run across your
whole organization, not just the page you are looking at, so a match on page
three is still found.
Someone you have invited who has not accepted yet is listed too, marked invited. That is deliberate: an unexpired invitation is access — they reach the brand the moment they sign in — and an invitation you cannot see is one you cannot withdraw.
If a partner (an MSP or reseller) manages your account, a note under the roster says how many people work there and what role they hold on your brands; the Reseller card further down this tab names the firm and carries the disconnect control. Their staff are counted, never listed by name — that is another company’s people. Their access comes from the partnership rather than an invitation, so it ends when the organization’s owner disconnects the partner.
You see as much of it as you can already reach. An Owner, Admin, or read-only Admin (Viewer) of the organization sees everyone. Anyone else — an Agent, or someone given a single brand — sees only the people on the brands they administer, which is the same set they would find by opening each of those brands’ team cards one at a time. Being an admin of one shared brand does not show you the rest of the company.
Who can reach a brand
Above the team card, Who can reach <brand> answers the question the team list assumes: is being in your company already enough to open this brand? There are two answers.
Everyone in your organization is the default, and it is how every brand has always worked. Any colleague can open the brand, read its conversations and leads, and change its settings. Nothing is hidden from anyone in the company.
Only people you add makes the brand private. It then disappears from everyone else’s brand switcher, drops out of organization-wide analytics, insights and sentiment, and cannot be opened, scoped an API key to, or granted to a connected app by anybody except its owner and the people named on the team card below. That includes your organization’s owner, and it includes any agency or partner managing your account.
Only the brand’s owner can make it private. An admin of the brand can share it back with the organization, but cannot lock the owner’s colleagues out of a brand they do not own. A brand with no individual owner — older brands, and ones created by an integration — cannot be made private at all, because there would be nobody it stayed reachable by. Transfer it to a person first.
Making a brand private does not remove anyone from the team card below. People named there keep exactly the access their role gives them, which is how a private brand is shared with the three colleagues who work on it. To share it with somebody new, invite them the usual way.
Billing and usage still count a private brand. Its conversations, seats and voice minutes are your organization’s, and appear on your invoice and plan limits. Privacy governs who can open the brand, not who pays for it.
Invite a teammate
On the People tab, scroll to Brand access. The Invite a team member card has one email box, a role picker, and an Invite button. In the panel below, type the teammate's email into colleague@company.com, choose Admin, Viewer, or Agent in the role dropdown, and click Invite. They receive an email with a one-click accept link.
Owners and admins can invite. The invite button is disabled with an upgrade note once you hit your plan’s seat limit.
The Invite a team member card — one email box, an Admin/Agent role picker, and Invite.
The role dropdown offers Admin, Viewer, and Agent at invite time. Owner is assigned automatically to the workspace creator and changes only through Transfer ownership (see below).
Roles
Everyone with a named role on this brand appears in the Team members card, each row tagged with a role badge — a Crown · Owner at the top, then Admin and Agent members below. In the card shown, the header tracks Live voice seats used against the number available; each row carries a Voice seat toggle and a Phone for call transfers field, and admins/owners get the trash icon to remove a member. Pending invites show inline as dashed rows with a Pending badge and an expiry date until they’re accepted.
Owner · Admin · Agent. The trash icon (admins/owners only) removes a member and revokes their session immediately.
The Team members card — role badges, per-seat voice toggle, and a dashed row for a Pending invite.
| Role | Can do |
|---|---|
| Owner | Everything, including billing, deleting the workspace, and transferring ownership. One person signs up as the owner; if colleagues were later moved into the same organization, the People tab can show more than one. |
| Admin | Everything except billing and ownership transfer. Can invite, remove, and change roles for anyone below owner. |
| Agent | Use the inbox (live chat, notes), view conversations and leads, receive routed meetings. Cannot change configuration, and cannot see internal conversations. |
| Viewer | Read-only admin. Sees conversations, leads, personas, locations, integrations, the staff directory, analytics and insights — and writes nothing. Organization-level settings (verified domains, API keys, connected apps) stay with owners and admins for now. |
Internal conversations
When a teammate chats with one of your personas in a Slack or Microsoft Teams DM (see Integrations), that’s an internal conversation — a colleague, not a customer. Quincer keeps those separate from your customer conversations:
- They never appear in Inbox → Live. There’s no visitor waiting and no human handover to offer, so putting them in the live queue would only be noise.
- They’re kept out of the normal Inbox list, and appear instead under an Internal tab on that page.
- That tab is owner and admin only. Agents don’t see the tab — and don’t see the conversations anywhere else either, including search, the dashboard home, and the API.
- They don’t trigger customer follow-ups — no conversation summary posted to your
history channel, no team email, no
conversation.endedwebhook. Your team talking to a persona shouldn’t look like a sales lead.
Internal conversations do still count toward your plan’s conversation usage, the same as any other conversation — they use the same AI.
Territories
Territories are how meeting routing decides which teammate to assign. They live in the Territories card further down this same tab — click Add territory to open the editor. Each territory is a named rule: give it a Territory name, pick a Match type (Region, Area code, Company size, or Custom), and enter comma-separated Match values. Then choose the Owner the meeting routes to, an optional Calendar provider (Google Calendar or Microsoft 365), any Required co-attendees who must also be free and on the invite, and leave Active checked to switch it on.
Co-attendees are picked, not typed. Start typing a name and the field searches your people directory and your teammates; pick someone and the territory stores a stable reference to that person, not a copy of their address. If they later leave the directory the screen says so, instead of the AI quietly booking meetings without them. Typing a full email address still works and always will — it needs no directory entry and works on every plan. The same picker appears under Default meeting attendees below.
The Add territory dialog — a named match rule, the routing owner, calendar, and required co-attendees.
Within a territory, Quincer AI round-robins across the owner and any required co-attendees, only offering times when everyone is free.
Default meeting attendees
Owners and admins only — the picker searches your people directory, which agents can’t see.
Reps added to every booking that doesn’t match a territory. They get the invite and their availability is checked when the AI looks for meeting times — useful when the connected calendar belongs to a shared bot mailbox rather than a real person. It uses the same people picker as required co-attendees above: search your people directory by name, or type an address.
Leave it empty and bookings CC the brand owner, so a real person always lands on the invite.
Availability & OOO
Each teammate can set their working hours and OOO windows from Settings → My availability. Quincer AI skips anyone outside their hours or on OOO when routing meetings.
Seats & plans
| Plan | Seats |
|---|---|
| Free | 1 |
| Starter | 3 |
| Growth | 10 |
| Scale | 25 |
| Website + Widget | 2 |
Viewers don't count against the seat cap. Adding a seat beyond your plan limit triggers a billing prompt to upgrade.
Removing access
- Open Organization → People and scroll to Brand access. (The roster at the top of the tab is read-only — it shows who has access, it does not change it.)
- Click the trash icon on the teammate’s row and confirm.
- Quincer AI revokes their session immediately and unassigns them from any routing rules. Their past actions remain on record.
Read-only admin (Viewer)
A Viewer is a read-only admin: conversations, leads, personas, locations, integrations, the staff directory, analytics and insights — and it can change nothing. It is the role for an accountant, an auditor, a client stakeholder, or anyone who needs the picture without the ability to alter it.
Organization-level surfaces are not open to a Viewer yet: verified domains, developer API keys, connected apps and the brand API keys under Settings. Verified domains hides itself; the others currently render empty rather than saying why, which we are fixing. Those surfaces are organization-wide rather than brand-scoped, and we want that boundary right before we widen it. Attendee search inside the persona editor is also still owner/admin.
Viewer is not “Agent plus a bit”, and it is not “Admin minus a bit”. A Viewer sees more than an Agent and does less. An Agent works conversations — replying, taking over, editing leads — but never sees configuration. A Viewer reads all the configuration and touches none of it.
Pick Agent for someone doing the work, Viewer for someone checking it.
Transferring a brand
A brand has an owner: the person who can make it private, and the only person who can hand it to somebody else. On Organization → People, under Who can reach <brand>, the owner picks a colleague and confirms.
You can only transfer to someone who already has access to the brand, so add them to the team first. After the transfer you stay on the brand as an admin — ownership moves, your access does not disappear — but only the new owner can transfer it again or make it private.
This is the brand, not the account. Transferring a brand does not move billing, the subscription, or authority over the organization itself. Changing who owns the account is not self-serve yet — contact support.
What your agency can do
If a partner agency manages your account, Organization → People carries a card naming them and what their staff can do in your brands. You choose; they cannot change it themselves.
- Full access — manage everything, as your own admins can. This is what every agency has had until now, and it stays the default until you change it.
- Read-only — see every setting, conversation and report, and change nothing. The right choice when the engagement is reporting.
- Front line only — reply to conversations, take over chats and work leads, but not touch settings, billing or integrations.
One setting covers your whole account. It applies to every brand your organization shares, and it applies to everyone at the agency rather than to named people there — so they can add or remove their own staff without that changing what any of them can do here. Brands you have made private are outside it entirely: an agency never reaches a private brand, whatever role you pick.
When someone leaves
At the bottom of Organization → People, When someone leaves names the colleague who inherits any brand a departing person personally owned.
With nobody named, those brands are deleted. Removing a colleague deletes their account, and a brand they own goes with them — its conversations, leads and knowledge included. This is not the default anyone would choose, which is why the card shows a warning until you answer it. Only the organization’s owner can set it.
Verified domains
Removing a colleague is gated on proving you control their email domain. Under Settings → Workspace → Verified domains, the organization’s owner adds a domain and gets a TXT record to publish:
- Type the domain, e.g.
acme.com, and choose Add domain. - At your DNS provider, add a TXT record with the
Name and Value shown. The name looks like
_quincer-verify.acme.com; some providers want just_quincer-verify, because they add the domain for you. - Choose Check DNS. If the record has not propagated yet you will be told so — wait a few minutes and check again.
A verified domain is the authority to delete accounts.
That is what it is for, and the only thing it is for — it does not
change sign-in, billing, or who can join. Because of that, it cannot be
taken on trust: a self-declared domain would let one organization remove
anyone who happens to use that email address. Public providers like
gmail.com can never be verified, by anyone.