How do I invite staff and manage access?
For: Org admin
Users and Roles is where you invite staff, change a role, and remove someone. Removals are dated exits rather than deletions, so history is preserved. View as lets an administrator see exactly what a caseworker sees, which is the fastest way to check an access question.
Inviting
Full name, invite email, role, Invite. The system creates the account server-side and emails a set-password link. System Admins additionally pick the organization and can mint other System Admins (only a sysadmin can).
The invite lifecycle
A person shows Acceptance pending until they set a password (clicking the link alone does not count). While pending:
Resend invite: the system emails them again with a fresh link (older links stop working).
Copy the invite link (the link icon beside Resend invite): generates the invite link for manual delivery when inboxes eat email: text it, read it over the phone.
Revoke: deletes the pending account. You can re-invite the same email later.
Once someone has signed in, revoke is off the table; change their role instead.
Caseload capacity
For caseworkers and org admins you can set a caseload capacity from the person’s card: a soft maximum rather than a hard limit. The card shows how many active people they carry against it, and marks them as over when the count passes it. It does not route anyone. Your HR (human resources) records stay in your HR system.
Sorting
Recently added, longest tenured, name, by role, last active, or pending first (the actionable ones float up).
Removing someone
Remove is a dated exit, never a delete. The person can no longer sign in (any live session locks out on their very next request), they show a Removed badge, and their authored history (notes, readings, messages) stays on record as audit evidence for funders. A caseworker with an open caseload must hand it off first: reassign their clients (on the Dashboard, open Balance caseloads, drag them to other caseworkers, and choose Apply changes), then remove. Reactivate restores access anytime.
Role changes
Change role on any user card. Effective immediately.
Passkeys
If someone has saved a passkey, a Reset passkey button appears on their card. Use it only when the device holding the passkey is lost. It removes the saved passkey, and the person then signs in with an emailed code, Google, Microsoft or their password.
View as
Admins can View as any team member or client to see exactly what they see: their navigation, their scope, their Launch Pad. A banner marks the assumed session with an exit hatch.
Questions people ask
- What does Acceptance pending mean?
- The person has not set a password yet. Clicking the invite link alone does not count. While pending you can resend the invite, copy the link to deliver it yourself, or revoke it.
- What happens when I remove someone?
- It is a dated exit, never a delete. They cannot sign in again and any open session locks out on its next request, while everything they authored stays on record. Reactivate restores access.
- How do I reset someone's passkey?
- If they have saved one, a Reset passkey button appears on their card. Use it only when the device is lost. It removes the saved passkey, and the person then signs in with an emailed code, Google, Microsoft or their password.
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