Team Management & Portals

Managing your team is crucial to scaling your customer engagement. Nexus provides simple tools for inviting team members, assigning roles, and organizing your team into focused workspaces called Portals.

Team Overview

Your organization can have multiple team members, each with different levels of access and responsibility. Only admins can manage team members and assign roles.

User Roles

Nexus has three organization roles that control what team members can see and do:

Admin

• Full access to everything in your organization
• Can view and manage all conversations and leads
• Can configure integrations, AI settings, and knowledge base
• Can access organization settings and customize lead statuses
• Can invite, remove, and manage team members
• Can create and manage portals
• Best for: Organization owners, team leads, power users

Agent

• Can view and manage conversations assigned to them
• Can view and manage leads assigned to them
• Can add notes to leads and conversations
• Cannot access organization settings, integrations, or AI configuration
• Cannot manage team members
• Best for: Sales agents, customer support staff

Viewer

• Read-only access to conversations and leads
• Cannot reply to messages, assign leads, or make changes
• Useful for supervisors who need visibility without making changes
• Best for: Managers, stakeholders, auditors

Inviting Team Members

Adding new team members to your organization is simple:

1. Click Settings in the sidebar
2. Select Team
3. Click the Invite Member button
4. Enter the team member's email address
5. Select their role: Admin, Agent, or Viewer
6. Click Send Invitation

The team member receives an email with an invitation link. The link is valid for 7 days. They click the link, create a password, and join your organization with the role you assigned.

Tip: You can send multiple invitations at once. Just repeat the process for each team member.

Managing Team Members

Once team members have joined, admins can manage them from Settings → Team:

• Change a role: Click the member's name, select a new role, and save
• Remove a member: Click the three-dot menu next to their name and select Remove. They lose access to your organization immediately.
• View member details: See when they joined and what role they have

Portals: Specialized Team Workspaces

Portals are optional. If you have a small team (1-5 people), you may not need them at all — the main dashboard gives you everything. Portals become useful when you have multiple teams (e.g., Sales and Support) that need separate workspaces with their own conversations, leads, and metrics.

A Portal is a dedicated workspace within your organization where specific team members collaborate on focused work. Think of it like a team room or department.

Default Portal

When you create your organization, a "Sales Portal" is created automatically. You can rename it, customize it, or create additional portals.

What Is a Portal?

Rather than having all team members see everything, portals let you:

• Organize team members into focused groups (e.g., "Sales Portal", "Support Portal", "Arabic Team")
• Each portal has its own dashboard, team view, and conversation/lead workspace
• Portal members see only conversations and leads assigned to their portal
• Managers can monitor team availability and performance for their portal
• Admins can oversee all portals from the main dashboard

Portal Roles

Within a portal, members have two possible roles:

Employee

• Can view conversations and leads assigned to them
• Can reply to messages and manage their own work
• Can toggle their availability status (available/unavailable)
• Cannot see other employees' private conversations or performance data
• Best for: Sales agents, support staff

Manager

• Can see all conversations and leads in the portal
• Can view team stats (leads handled, active conversations, member availability)
• Can toggle team member availability status for scheduling
• Useful for supervisors managing a team
• Best for: Team leads, shift supervisors

Creating Additional Portals

Admins can create new portals for different departments or teams:

1. Go to Portals in the main dashboard (admin view)
2. Click Create Portal
3. Name your portal (e.g., "Support Portal", "Enterprise Accounts")
4. Click Create
5. The portal is now ready. Add team members from the portal settings.

Portal Features

Each portal includes:

Portal Dashboard

• Quick stats: how many leads are assigned to you, how many active conversations you have
• Team view: see your teammates and their availability status
• Easy navigation to your conversations and leads

Conversations & Leads

• View all conversations and leads assigned to your portal
• Reply to messages, add notes, manage lead status
• Portal employees only see conversations/leads in their portal

Team Management

• See who's available to take on new work
• Managers can toggle team member availability
• Team members can mark themselves as available or unavailable

Portal Notifications

• Get notified of new messages, lead assignments, and important events
• Only notifications relevant to your portal appear
• Notifications are delivered both in-app (bell icon) and as push notifications to your phone or desktop — even with the tab closed

Push Notifications & Install on Phone (PWA)

• The portal is a Progressive Web App — members can install it on their phone's home screen for a native-app feel
• Once installed, you'll get push notifications for new leads assigned to you and new customer replies, even when the browser is closed
• Android / desktop Chrome: tap "Enable Notifications" in the portal banner, then accept the browser prompt
• iPhone / iPad: you must install the app first — open the portal in Safari, tap Share → Add to Home Screen, open it from your home screen, then tap "Enable Notifications"
• Manage the toggle anytime under Portal → Settings → Notifications
• Signing out automatically unsubscribes that device, so a shared phone never sends the next user's notifications to you

Availability Status

• Mark yourself as available (ready to help customers) or unavailable (on break, busy)
• Managers can toggle team member availability for scheduling purposes
• Useful for managing workload and ensuring coverage

Portal vs. Dashboard

Dashboard (Admin View)

• Full control of your organization
• See all conversations, leads, and settings
• Manage integrations, AI configuration, team members
• Access all portals and their data
• Best for organization oversight and configuration

Portal (Member View)

• Focused workspace for your team
• See only conversations and leads in your portal
• Collaborate with portal members
• Portal-specific notifications and stats
• Best for day-to-day work

Note: Admins without portal membership can still access portal data and stats from the main dashboard without being a portal member. This is useful for organizational oversight.

Admin Oversight of Portals

If you're an admin, you can view performance and team data for all portals without being a portal member:

1. Go to Portals in the main dashboard
2. View stats, team availability, and activity for each portal
3. Toggle team member availability for any portal
4. This gives you visibility without cluttering your own portal workspace

Next Steps

Now that your team is set up, check out:

• Settings & Customization — Configure AI, lead statuses, and notifications for your organization
• Integrations Guide — Connect your first messaging channel