Team & Security

Overview

ChatSpark provides comprehensive team management and security features to help you collaborate safely and maintain control over your account:

• Team Management: Invite members and assign roles (Pro & Enterprise)
• AI Routing: Organize departments, member profiles, and routing permissions (Enterprise)
• Two-Factor Authentication: Add an extra layer of security to your account
• Session Management: View and control active login sessions (Enterprise)
• Audit Logging: Track all account activity with detailed logs (Enterprise)

Access these features from Team & Security in your dashboard sidebar.

Team Management

Collaborate with your team by inviting members and assigning appropriate roles. Team members access your AI Agents, training data, and analytics based on their assigned permissions.

Roles & Permissions

Each team member is assigned a role that determines what they can access and modify:

Inviting Team Members

To invite a new team member:

1. Go to Team & Security in your dashboard
2. Click Invite Member
3. Enter their email address
4. Select a role from the dropdown
5. Click Send Invitation

The invitee will receive an email with a link to accept the invitation. Invitations expire after 7 days. If expired, simply send a new invitation.

If the invitee doesn't have a ChatSpark account, one will be created automatically when they accept the invitation.

Managing Members

From the Team tab, you can:

• View all members: See active members and pending invitations
• Search: Find members by name or email
• Filter: Show all, active, pending, or inactive members
• Change roles: Update a member's role as needed
• Remove members: Revoke access for team members
• Cancel invitations: Cancel pending invitations
• Export: Download team data as CSV

AI Routing Departments and Responsibilities

On Enterprise, the AI Routing tab connects your team directory to AI Inbox routing. Define departments once, add members, and describe the work each department handles. Then choose which departments each AI Agent can use. The same settings are available from AI Inbox, Settings, then AI Routing.

Complete each member's position, responsibilities, expertise, languages, and capacity. These details help AI find a suitable person without requiring someone to sort every request manually. Required qualifications and approval authority are managed separately by authorized administrators. A title such as “Team lead” does not grant refund approval or escalation authority by itself.

Routing permissions

Owners and Admins can administer AI Routing. The Owner can delegate specific actions to a Manager from the invitation checklist or Delegate routing administration in AI Routing. Managers do not receive routing administration just from their role.

• Configure AI Routing: Manage departments, member profiles, AI Agent routing modes, and routing policies. Also requires Edit Inbox settings.
• Manage required qualifications: Record the skills and approval authority required for a department and held by a member. Editing these fields also requires configuration and Inbox settings access.
• Review routing suggestions: Accept or correct proposed routes. Also requires Reassign Assists.
• Review routing improvements: Review, test, approve, reject, or restore proposed configuration improvements. Also requires Edit Inbox settings.

Managers cannot grant themselves additional access. AI Operator uses the same saved permissions as the dashboard, so asking Operator to change routing does not bypass these controls.

Invitations and membership changes

On Enterprise, you can select routing departments when inviting an eligible team member. Membership takes effect after they accept the invitation and its permissions are checked again. An invitation does not automatically grant specialist qualifications or approval authority.

When a person leaves, removing them revokes their account access and removes them from new routing selection. Existing managed Assists are checked for reassignment or fallback. If a reply or callback was already being sent, its result stays available for review so another person does not accidentally contact the customer twice. Reinviting someone does not restore their former qualifications automatically.

Availability, capacity, and notifications

Availability and work schedules help determine who can receive initial responsibility. Capacity limits the number of Assists awaiting that person's response. Required skills and authority still apply, even when a department is busy. Equally suitable members share turns through round robin.

Authorized department members receive the new Assist notification, subject to notification preferences. The first eligible member to successfully respond claims it. Later customer reply notifications go to that owner. Availability controls routing selection, while notification preferences control alerts.

For routing modes, response targets, escalation, customer tiers, and reviewed improvements, see AI Routing in the AI Inbox guide.

Two-Factor Authentication

Add an extra layer of security to your account with two-factor authentication (2FA). When enabled, you'll need both your password and a verification code from your authenticator app to log in.

Setting Up 2FA

1. Go to Team & Security and click the Security tab
2. Click Manage Your 2FA Settings, then start setup
3. Scan the QR code with your authenticator app (Google Authenticator, Authy, etc.)
4. Enter the 6-digit code from your app to verify
5. Save your backup codes: These one-time codes let you log in if you lose access to your authenticator

Manual Entry

If you can't scan the QR code, click “Can't scan?” to reveal the secret key. Enter this key manually in your authenticator app.

Disabling 2FA

To disable 2FA, go to the Security tab and click Disable 2FA. You'll need to enter a verification code from your authenticator to confirm.

Require 2FA for the team

On Enterprise, an Owner or Admin can turn on Require 2FA for all team members in the Security tab. Members must complete setup and verification before continuing with protected account work. This requirement also applies to routing changes, customer replies, callbacks, and Operator actions. Turning off the team requirement does not disable a person's own 2FA setting.

Session Management

Enterprise plans only

View your active login sessions. Enterprise Owners and Admins can also review and terminate team sessions. Session management helps you:

• See all devices and locations where you're logged in
• Identify suspicious or unauthorized access
• Terminate sessions remotely

Viewing Sessions

The Security tab shows all active sessions with:

• Device info: Browser and operating system
• IP address: Location of the login
• Last active: When the session was last used
• Current session: Indicates which session you're using now

Terminating Sessions

Click the X next to any session to terminate it. You can also click Terminate All Other Sessions to log out of all devices except your current one.

Terminating a session ends its access to protected actions, including AI Routing and customer responses. An open browser tab does not retain permission after its session is revoked.

Password Policy

Enterprise plans only

Enterprise accounts enforce strong password requirements:

• Minimum 12 characters
• Must include uppercase, lowercase, number, and symbol
• Password history: Can't reuse your last 5 passwords
• Account lockout: 5 failed attempts triggers a 15-minute lockout

Audit Logging

Enterprise plans only

Track all account activity with comprehensive audit logs. Audit logging is designed for SOC2 compliance and provides a complete trail of who did what and when.

What Gets Logged

Audit logs capture events across 14+ categories:

• Authentication: Logins, logouts, failed attempts
• Password: Password changes and resets
• 2FA: Two-factor enable/disable events
• Sessions: Session creation and termination
• Team: Member additions, removals, role changes
• Agents: AI Agent creation, updates, deletion
• Actions: AI Action configuration and execution
• Billing: Subscription changes
• Payments: Payment method updates
• Integrations: Webhook and integration changes
• Settings: Configuration updates
• AI Routing: Department and profile changes, routing decisions, ownership changes, transfers, escalations, and reviewed improvements

Viewing Audit Logs

Access audit logs from the Security History tab:

• Filter by category: Focus on specific event types
• Search: Find events by action or resource
• View details: Click any entry to see full details including IP address, browser, and metadata
• Export: Download logs as CSV for compliance reporting