Users and roles
Invite your team, give each person an extension, choose what they can do with a role, and remove access when someone leaves.
Everyone who uses Hey Quad has their own login. Each person owns one extension, and a role decides what they can see and change.
Invite someone
- Open Settings → Users and press Invite by email.
- Fill in Name, Email and Role.
- Give them an extension. Type a new number (like 105) or pick one nobody owns yet.
- Send it. They get an email with a link to set their password.
Until they finish, they show as Needs setup or Pending. To send the link again, open the person and use Re-send the email with a fresh setup link.
Adding many people? Bulk add users takes one person per line (email, name, extension), up to 200 at a time. Leave the extension blank to use the next free number.
A person counts as a seat once they have a phone. Their browser phone appears when they first sign in. See What is a seat.
Roles
Every account starts with three roles:
| Role | What they can do |
|---|---|
| Owner | Everything. Some things only an owner can do (below). |
| Admin | Runs the account: call handling, numbers, people and settings. Can see billing but not change it. |
| Member | Their own calls and their queues' calls, the Inbox conversations open to them, contacts, the calendar and booking. They can draft call-flow changes but not publish them. No reports or exports. |
Only an owner can: delete the organization, make someone else an owner, export all of the business's data, confirm the business may use a number as its caller ID, and set how long call recordings are kept. Owners also manage billing by default.
Ready-made roles
On Settings → Roles, press New role to start from a template:
- Office manager: everything an admin does except numbers, billing, roles, security, compliance, API access and AI apps.
- Supervisor: a member who also manages call routing and sees every call, recording, text and report.
- Front desk: answers the main line and sees every call, without editing call flows.
- Field tech: contacts, work, the calendar and texts. No Inbox and no call flows.
You can also Copy a role or Start empty, then tick exactly what the role may do. Preview a role before you save it to see what someone with it would see. Who can do sensitive things lists each sensitive power and the people who have it.
Change someone's role
Open the person in Settings → Users. On the General tab, change Role. To make someone an owner, you must be an owner.
When someone leaves
Open the person and press Deactivate. They lose access at once. Their phones and the app are signed out. Their extension is freed. Work they owned (contacts, tickets, conversations, tasks, upcoming appointments) becomes unassigned, and admins get a notice to hand it out. Their history stays under their name.
Changed your mind? Find them under Inactive and reactivate them. Give them an extension again so they can take calls.
Help someone who can't sign in
Open the person in Settings → Users:
- Send password reset emails them a one-time link to set a new password. It expires in 24 hours.
- Sign out everywhere ends all their sessions, for example after a lost laptop.
- Lost their two-factor device? An admin can reset it in Settings → Sign-in security. See Two-factor sign-in and passkeys.
Who can talk to Hey Quad support about your account
When someone calls Hey Quad support, we only discuss your account with your support contacts. Owners and admins are always on the list. To add someone else, like an office manager or your IT person, open Settings → Support contacts and press Add a support contact. Pick a team member, or enter a name, email and mobile phone.
Before we share details by phone, we send a one-time code to that person's own phone or email on file, and they read it back to us.
Anyone can still call us to report a problem or open a ticket. Billing and account changes are always made in the console, never over the phone.
If our support team needs to look at your account to help, every owner is emailed and every visit is listed in Settings → Support access. See When Hey Quad support opens your account.
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