Add, set up and remove your team on Settings → Staff & Roles: invite by job role, set access, the desks each person works at each store, their hours and time off, whether customers can book them, and deactivate someone who left.
The Staff & Roles page (Settings → Your store → Staff & Roles) is where you build your team and set up each person. Everyone has a job role (Sales rep, Service advisor, Receptionist and so on), and the job sets their access, the desks they take work on, and whether customers can book them, in one move. The list groups people under Administrators, Managers, the service desk, Sales, people on no desk, Pending invites and a folded Deactivated list. Click any row to open that person's sheet. The sheet has five parts: Person, Job & access, Stores & desks, Hours and Customer booking. Nothing in the sheet saves until you press Save changes.
Adding someone at the store
1
Invite one person
On Staff & Roles, click Invite user. Enter their First name, Last name and Email address, pick the Store they are joining, then pick their Job role.
2
Check what the job sets
The box They'll be set up as says what the job gives them, for example Staff access · Service desk: takes new work · not bookable, and what they will be asked for when they join (a photo and their mobile always; their hours when they work a desk; their title, bio and languages when customers can book them).
3
Send it
Click Send invite. They get an email with a link to set their password and finish a short setup. Until then they show under Pending invites.
4
Several people at once
Click Bulk invite, then Download Template. Fill in First Name, Last Name, Email, upload the .csv and click Upload & Configure. A grid opens, one row per person, where you set each one's job role, whether customers can book them, their dealerships and appointment types, or fill a whole column at once. Nothing is sent until you confirm.
5
Someone who already works at another store in your group
Don't re-invite them (an existing email is blocked). With one dealership selected, click Assign from another dealership to add them here.
Who can invite, and team-size limits
Inviting needs the staff administration permissions that Administrators have. Administrator jobs (General manager, Office administrator) are only offered to people who can manage administrators; everyone else sees them listed with the reason. Your plan has a team-size limit: when you reach it, Invite user is greyed out and an Upgrade to add more staff button takes you to Billing & Plan.
Resending, fixing or cancelling an invite
Click the person's row under Pending invites to open the Resend invite box.
- Invite expired: invite links stop working after 30 days. Until you act, the person still uses a staff seat and blocks a new invite to that email. Click Resend invite for a fresh 30-day link; the job the invite was sent with is kept.
- Email bounced: the address is likely wrong. Correct the email in the box, then Resend invite.
- Email failed: a sending error, not the address. Try Resend invite again shortly, or contact support if it keeps happening.
- Cancel invite removes the pending person entirely and gives the seat back.
Once they finish setup the row reads Accepted and they move into the team list.
Choosing a job role
A job is a starting point, not a cage. Picking one under Job & access → Job role sets their access level, any extra permissions, their desk at every store they work at, and whether customers can book them. Change anything afterwards and the sheet shows Customized beside the job and names what differs; Reset to the job puts it back. Press Save changes to apply.
| Job | What it sets |
|---|
Sales rep | Staff access · Sales desk: takes new work · bookable |
BDC agent | Staff access · Sales desk: takes new work · not bookable (works new leads by chat, text, email and phone; customers cannot book them) |
Sales manager | Manager access · Sales desk: backup · not bookable |
F&I manager | Staff access · Sales desk: by name only · can see every customer · not bookable |
Receptionist | Staff access · Service desk: by name only · can manage the team's appointments, assign leads and see every customer · not bookable |
Service advisor | Staff access · Service desk: takes new work · not bookable |
Service manager | Manager access · Service desk: backup · not bookable |
General manager | Administrator access · Sales desk: by name only · not bookable |
Office administrator | Administrator access · no desk · not bookable |
Changing what someone can access
In the sheet, Job & access → Access level is a ladder from Staff to Manager to Administrator; each level includes everything below it. The box What it includes lists exactly what the level unlocks. Customize opens extra permissions you can add on top (most people need none). The Account Owner is always an Administrator and carries an Owner badge; you cannot lower their access or deactivate them. There is always at least one Administrator.
| Access level | What they can do |
|---|
Staff | Their own customers, leads and inbox, and their own appointments and hours. |
Manager | Everything Staff has, plus the whole team's work: assigning leads, the team's appointments, customers and schedules, store hours, and the AutoBook Agent master switch (Pause AutoBook Agent). |
Administrator | Everything Managers have, plus AutoBook Agent and system settings, and staff administration (inviting, editing and deactivating people). |
Owner (badge) | The Account Owner. Always an Administrator, plus billing, changing which stores people work at, and managing administrators. Cannot be deactivated or demoted. |
Who can change access
Changing someone's access level needs the Assign access tiers permission. Choosing Administrator, or changing an administrator, also needs Manage administrators. Without them the sheet shows the level read-only with one line saying why.
Setting which desks someone works (who AutoBook Agent brings in)
Every store has two desks, Sales and Service, and work reaches people through them. In a person's sheet, Stores & desks has one card per store. Works at says whether they work there (only the Account Owner changes it). Under it, a Sales row and a Service row are each set to one of:
- Takes new work: gets new customers on every channel, in rotation.
- Backup: on the desk, but not in the rotation for new customers.
- By name only: only when a caller asks for them by name.
- Off: not on this desk.
This is how you decide who AutoBook Agent contacts and hands customers to. Someone on no desk is Not in the loop and is never brought in automatically; a person already set up as Supervisor (alerts only) keeps that label and is never handed customers automatically either.
Picking a desk role sets that desk's channels to the role's defaults. To change one channel (say, no email), open Advanced: fine-tune channels on that desk; the desk then shows Customized.
Each store's Routing page (Settings → Who handles what) holds the rest, per desk: how new work is shared out and the desk's hours.
Calls ring the app
Store calls ring each person's AutoBook app, 15 seconds a ring, never a carrier phone number. Someone without the app installed and signed in can't be rung, and their sheet and the list say Can't be rung — app not installed. The mobile number on a profile is for callbacks and reaching them, not transfers.
When something slips
Nobody is reminded and no manager is paged. The person a customer is waiting on gets one push; if they have not acted by the deadline (30 working minutes for a first reply to a new sales lead, 60 for a service request), AutoBook Agent answers a waiting customer itself. Work about a rep's own customer stays with that rep, even when they are off or on leave; only a new lead, a customer with no rep, and service-desk work move to whoever is working that desk. A caller who has a rep is never moved to a different rep: their call rings only that rep. Managers see how each case went on Rep review (below).
Setting someone's hours
1
Open their sheet
On Staff & Roles, click the person, then Hours in the sheet's left rail.
2
Weekly hours
Switch on each day they work and set start and end times. Times are on the store's clock.
3
Lunch and two-week patterns
Turn on Lunch break to block a midday window. For people on a two-week pattern, turn on Alternates every two weeks and fill in Week B; the sheet shows which week is this week.
Hours decide booking slots and who counts as on shift when a desk hands out work, so everyone on a desk should have them. A row with no weekly hours is flagged: nothing can be booked with them and they are treated as off shift. Reps can also set their own hours on their Availability page.
Putting someone on leave or vacation
1
Planned time off
Open their sheet → Hours → Time off. Pick the start and end dates, type a reason (for example Vacation), click Add time off, then Save changes. To cancel it, click the × on that block and save.
2
Out sick today
Below the team list, the Rep out today panel lists who is holding work. Pick the person and click Out today. Booking skips them for the rest of the day. (Out today and Away until… are offered for people on the Sales desk; for a service advisor, add Time off in their sheet.)
3
Away for a few days
In the same panel click Away until…, choose the Last day away, and click Save.
4
Move what they are holding
The panel lists the service tickets they hold. Their customers stay theirs and AutoBook Agent keeps answering them (a draft for a customer on Approve first still sends at its deadline). For each ticket choose Assign (to a named person) or Unassign (a ticket goes back to the service desk's pool).
While someone is on time off, customers can't book them, new leads, tickets and tasks go to the rest of the team. Time off never counts against their reply deadlines. Customers they own stay theirs, and so does anything waiting on them (questions from AutoBook Agent included): if it waits too long, AutoBook Agent answers the customer, and the rep picks it up when back. When they come back they count as active straight away, so new work reaches them again. Managers can do the same from the app: Me → Team coverage.
Reviewing how a rep handled a customer
1
Open Rep review
On the web, open Rep review under Reports. It shows the cases where a rep was needed (a customer asking for a person, a question from AutoBook Agent, a customer on Approve first, a service request, a promise or task, a visit), each rated 1 to 5 with reasons and quotes from the conversation, including calls.
2
Read the conversation
Open a row to see the conversation from the point the rep was needed.
3
Follow up with the rep
Press Message <rep>, write a short note and send it. It puts one row on that rep's To do and a note on the customer.
4
Or close it
Press Mark reviewed when nothing more is needed. The ⋯ menu has Disagree with the rating and Not this rep's customer.
Who can do what: anyone with View the whole team (managers and administrators by default) can open Rep review and mark reviews. Sending Message <rep> also needs Manage the team's customers, which managers and administrators have by default; you can add either one to someone else under Extra permissions. Reps see their own reviews read-only as My reviews on the web, and under Settings › My reviews in the app. AutoBook Agent's own conversations are not reviewed.
Deactivating someone who left
1
Open their sheet
On Staff & Roles, click the person, then the ⋯ (More actions) button at the top of the sheet, and choose Deactivate.
2
See their open work
The dialog counts what is open on their desk: customers, deals, appointments and service requests.
3
Choose who takes it over
Under Hand their open work to, pick a person. Only people who can take customers at their store are listed. To leave it all unassigned instead, pick Nobody — leave it unassigned and tick the box confirming it.
4
Confirm
Click Deactivate. A message says what moved to the new person and whether anything was left unassigned (for example, work at a store the new person doesn't serve).
What happens: they lose access to the web and the app immediately and come off the booking page. Their open customers, deals, appointments and service requests go to the person you chose, and those customers' follow-ups move with them. Any customer they had on Approve first goes back to On, and AutoBook Agent answers the customer's next message. Nothing is deleted: their history, notes and past deals keep their name.
Reactivating someone
Deactivated people sit in the folded Deactivated list at the bottom of Staff & Roles. Click Reactivate beside their name to restore their access and profile. The customers they handed over stay with whoever took them. Check Customers can book in their sheet afterwards.
Resetting someone's password or transferring ownership
In the person's sheet, the ⋯ (More actions) menu also has Send password reset, which emails them a link to choose a new password (you never see it). On the Account Owner's own sheet, the Owner can choose Transfer ownership to hand billing and ownership to another administrator; they keep their administrator access.
Making someone bookable on the booking page
Customers can book
Under Customer booking, this switch controls only whether the person appears on the customer booking page. Turning it off does not deactivate the account. The line under it names the one thing stopping someone being bookable and links to the fix, for example Not bookable: not on a Sales desk at any store → Stores & desks.
Appointment types
Which appointments customers can book with them. The boxes are greyed out while the switch is off.
Personal link
A booking link that books directly with this person. For someone at several stores, pick the store the link books at.
Letting reps upload their own photo
In the Photo policy section of Staff & Roles, Reps can upload their own photos lets your team set their own profile picture. You set it per dealership, but a rep's photo is one picture at every store they work at, so the strictest store wins: if any of their dealerships has it off, they can't upload, and an admin manages their photo in the Person part of their sheet.
Hiding customer phone numbers from reps
In the Phone numbers section of Staff & Roles, Reps see customer phone numbers decides whether reps see a customer's number. When it is off, reps see no customer numbers on the web or in the app and reach customers with the in-app Call button. Managers always see the number. A new dealership starts with it off. You set it per dealership.
Why does someone say "Customized"?
Their setup differs from their job's preset: a different access level, an extra permission, a different desk role at one of their stores, or customer booking switched the other way. The sheet names what differs, and Reset to the job puts it back.
If I turn off customer booking, is that person deactivated?
No. Customers can book only controls whether they show on the booking page. Their login and access are untouched. To remove someone, use Deactivate in the ⋯ menu at the top of their sheet.
Should I delete someone who left?
No. Deactivate them so their open work goes to a named person and their history stays. Deactivating can be undone with Reactivate.
Someone can't be booked and I don't know why.
Open their sheet and read the line under Customers can book: it names the one thing stopping it (the switch, no Sales desk at their store, no appointment types) and links to where you fix it.
Why can't I change someone's stores?
Only the Account Owner can change Works at. Everyone else sees the stores with the reason.
Can't demote the last administrator?
Correct, there must always be at least one Administrator. Promote someone else first. The Account Owner is always an Administrator.
Still stuck?
Reach the AutoBook team at support@auto-book.ca or 647-786-0989.