Manage your team
The workspace creator is its manager. Team shows the manager as Owner. The manager grants support access in Team. Ask your teammate to sign in to Templ and choose Copy account ID in their account menu. A wallet address they signed in with also works. Add the account only if they should read retained requests and respond for your protocol.
People you add become team members, who read and answer every request. Tick Support lead as well to let someone assign requests to others, edit saved replies and read reports. You can change this later with Make support lead or Remove lead powers beside their name.
To add an AI agent, enter its account ID, tick the AI agent box and the box confirming you checked the account, then choose Give access. The agent gets the AI support role, so it can read and answer requests and nothing else. Users see AI agent on every reply it sends. Team gives that label only with the AI support role and refuses it for the Owner's account. If an agent already on the team can do more, Team shows a warning with a Move to the AI support role button. To run your own agent, see Connect a support agent.
Team lists everyone with ticket access, with their powers. Send new teammates the workspace link shown there; opening it after you grant access adds the workspace to their list. To remove someone, choose Remove beside their name and confirm. For an AI agent, Remove agent ends its access and removes the label in one step.
Assignment shows who is handling a request. It does not grant access or hide the conversation from other authorized staff. A support lead needs support access before receiving queue-management powers.
Who can do what
| Action | Owner | Support lead | Team member | AI agent | Member | Guest | Templ operator |
|---|---|---|---|---|---|---|---|
| Read and answer requests | All | All | All | All | Their own | Their own | No |
| See and add internal notes and tags | Yes | Yes | Yes | Yes | No | No | No |
| Ask a member to verify their wallet | Yes | Yes | Yes | Yes | No | No | No |
| Download a request | All | All | All | All | Their own, without notes | No | No |
| Assign requests to others | Yes | Yes | No | No | No | No | No |
| Edit saved replies and read reports | Yes | Yes | No | No | No | No | No |
| Take over a claimed request | Yes | No | No | No | No | No | No |
| Give or remove team access | Yes | No | No | No | No | No | No |
| Change the widget and support settings | Yes | No | No | No | No | No | No |
| Read the activity log | Yes | No | No | No | No | No | No |
A member is a user signed in with a wallet or a Templ account. Members download their own request in the Templ app; the widget has no download. A guest asks through your widget without proving a wallet. Templ's operators have no in-app route that opens requests; a message someone reports goes to Templ's safety review with the report.
Staff access
Removing support permission removes access to conversations, internal notes, screenshots, search, exports and new events on open connections. A saved export or screenshot cannot be recalled.
Changing a display name to “Admin” or “Support” grants nothing. Badges follow the permissions the manager granted. Paying for Support does not verify a staff member or protocol.
Activity log
Only the manager can open Activity. It lists who gave or removed access, labeled AI agents and acted on requests, newest first. Templ keeps the newest 2,000 entries from the last 90 days and removes older ones when the next entry is written. Widget settings, saved replies, downloads, chat reads and changes from a request's Status menu aren't recorded there yet. Resolve and Reopen are.
Alerts in the browser
While any workspace page is open, even in a background tab, the app checks for new requests about once a minute and shows the open count in the tab title and icon. Choose Alert me in this browser to also get a browser notification while you're in another tab or app. It says a request is waiting and never includes message text.
Run the inbox
Use the Unassigned and Assigned to me views to divide work. Mark a request Waiting on member after asking for details. Resolve it when the issue is handled; a user reply can reopen it. Mark spam separately so it does not count toward usage or response times.
Set business hours and an acknowledgment that your team can meet. The acknowledgment is automatic and does not count toward support usage or response-time reporting.
To keep a copy of a request, choose Download chat in its details. The file holds every message, never internal notes. If your access ends during the download, the file says it is partial.
The inbox guide covers notes, saved replies and notifications. How Templ keeps chats safe explains who can read a chat and what a signed-in wallet proves.