Seats and roles

A seat is a billable user. Seat count is the number of owner + admin + agent users in your workspace. Light agents are free and never count toward seats.

This article explains the rules in detail. For pricing see pricing-overview. For role permissions see roles-permissions.

The math

| You have | Seat count | |---|---| | 1 owner | 1 | | 1 owner + 3 agents | 4 | | 1 owner + 2 admins + 5 agents | 8 | | 1 owner + 2 admins + 5 agents + 20 light agents | 8 |

The 20 light agents do not change the bill. This is intentional: bring as many readers and contributors into the conversation as you want.

Inviting at capacity

Your "seat capacity" is the seat count you are paying for. When you invite a billable role and you are at capacity, two things happen:

1. The invite is created and added to the pending list.
2. The invite is held until either a seat opens up (someone is removed or demoted) or you accept an additional seat.

Accepting an additional seat is a one-click flow. We pro-rate the new seat for the remainder of the current billing period and bump your renewal count by one.

Inviting a light agent never hits this gate. Light agents always go through.

For invite mechanics see inviting-team-members.

Removing or demoting a billable user

When you remove an agent or admin (or demote them to light agent), the seat is freed at the next renewal. Your bill drops on the next invoice; we do not pro-rate refunds mid-cycle.

If you removed someone right after a billing cycle just rolled, the seat freedom kicks in roughly a month later. That is the trade-off for our flat pricing model: simple invoices, slightly less granular savings.

Optimizing spend with light agents

The most common cost-saving move: review your team and demote anyone who does not actually reply to customers. Engineers who only triage bugs, PMs who watch quality, and execs who skim CSAT all belong as light agents.

A light agent can:

• Read every conversation
• Be @mention-ed and join internal note threads
• Receive notifications and digests
• View reports

They cannot:

• Reply to customers
• Assign or close conversations
• Edit settings

If those constraints are fine, light agent is the right call. See roles-permissions for the precise grid.

Promoting a light agent to billable

If a light agent needs to start sending replies, promote them to agent. This consumes a seat the moment you save the role change:

• If a seat is available, instant promotion.
• If you are at capacity, you are prompted to accept an additional seat for a prorated charge.

You cannot promote a light agent directly to owner. Use admin first, then transfer-ownership.

Seat changes and the audit log

Every promotion, demotion, removal, and added-seat event is recorded in the audit log with the actor, target, old role, new role, and timestamp. Useful for finance reconciliation. See audit-log.

Common patterns

Small startup, 4 people total. 1 owner + 3 agents = 4 seats = $156/mo.

Growing team with engineers in the loop. 1 owner + 1 admin + 4 agents + 10 engineers as light agents = 6 seats = $234/mo. The engineers are free.

Company with one shared support inbox per region. 1 owner + 3 admins + 12 agents = 16 seats = $624/mo.

Common questions

Can I have two owners? No. Exactly one owner per workspace. Two admins are functionally equivalent except for billing access.

What if a person belongs to two workspaces? Each workspace bills its own seat count. The same email occupying a seat in two workspaces costs two seats total, one per workspace.

Can I see seat history? Yes, via the audit log. Filter on role-change events.

Does inviting fire a charge immediately? No. The pending invite does not consume a seat. The seat is consumed only when the invitee accepts.

What to do next

• For invites see inviting-team-members.
• For changing plan see changing-your-plan.
• For role detail see roles-permissions.
• For overall pricing see pricing-overview.