Team Invitations

Team Invitations

Invite your customer success team to collaborate in Karolina.

Inviting Team Members

From Settings

1. Go to Settings → Team
2. Click Invite Members
3. Enter email addresses (comma-separated for multiple)
4. Select their role
5. Click Send Invitations

From Dashboard

1. Click the Team icon in the sidebar
2. Click Invite
3. Follow the same steps as above

Roles and Permissions

Role Descriptions

Admin

• Full access to all features
• Manage team members and roles
• Configure integrations and SSO
• Access billing and subscription

Manager

• View all team accounts
• Create and manage workflows
• Approve/reject actions
• Limited settings access

CSM (Customer Success Manager)

• Manage assigned accounts
• Create actions and alerts
• Use AI copilot
• Create personal workflows

Viewer

• Read-only access
• View dashboards and reports
• Cannot modify data

Managing Existing Members

Changing a Member’s Role

1. Go to Settings → Team
2. Click the member’s name
3. Select a new role
4. Click Update

Removing a Member

1. Go to Settings → Team
2. Click the Remove icon next to the member
3. Confirm the action

Note: Removing a member does not delete their data. Account assignments remain.

Re-sending Invitations

If an invitation expires or wasn’t received:

1. Go to Settings → Team
2. Find the pending invitation
3. Click Resend

Organization Management

Creating Departments

Organize team members by department:

1. Go to Settings → Organization
2. Click Add Department
3. Enter department name
4. Assign members

Setting Up Reporting Lines

1. Go to Settings → Team
2. Click Reporting Structure
3. Drag managers to their direct reports

External Collaborators

Invite external users who aren’t part of your organization:

1. Go to Settings → Team
2. Click Invite External User
3. Enter email and set limited permissions
4. Click Send

External collaborators have view-only access by default.

SSO and JIT Provisioning

With SSO enabled, new users can be automatically provisioned:

1. Go to Settings → Security → SSO
2. Enable Just-In-Time Provisioning
3. New users logging in via SSO will be auto-created

Best Practices

Onboarding New CSMs

1. Create their account
2. Assign accounts based on territory or industry
3. Set up notification preferences
4. Schedule a Karolina walkthrough
5. Share relevant workflows

Offboarding

When a team member leaves:

1. Reassign their accounts to other CSMs
2. Remove them from the team
3. Archive or transfer their actions
4. Disable their login

Troubleshooting