---
title: "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 | Accounts | Actions | Workflows | Settings | Billing |
|------|----------|---------|-----------|----------|---------|
| Admin | Full | Full | Full | Full | Full |
| Manager | Full | Full | Full | Limited | View |
| CSM | Assigned | Full | Create | No | No |
| Viewer | Assigned | View | View | No | No |

### 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

| Issue | Solution |
|-------|----------|
| Invitation not received | Check spam, verify email address |
| Can't assign role | You may not have admin permissions |
| SSO user not provisioned | Check JIT settings, verify SAML attributes |