Team Management

Overview

The Team page lets you manage who has access to your Aelo organization and what they can do. Each user is assigned a role that controls their permissions.

Viewing Team Members

Client Admin

The team list shows all users in your organization:

Column	Description
Name	User’s display name
Email	Account email address
Role	Assigned role (Client, Admin, Supervisor, Agent)
Status	Active or Pending (invited but not yet accepted)
Joined	Date the user joined the organization

Inviting Users

Client Admin

1. Click Invite User on the Team page.
2. Enter the user’s email address.
3. Select a role from the dropdown.
4. Click Send Invitation.

The user receives an email with an invitation link. Their status shows as “Pending” until they accept.

Notes:

• You can invite multiple users at once.
• Pending invitations can be resented or revoked.
• Admin users cannot assign the Client role to others.

Role Descriptions

Client

The organization owner with unrestricted access:

• Full control over all settings, billing, and projects
• Can manage team members and change roles
• Can delete projects and records
• Access to all reports and analytics

Admin

Administrative access with safeguards:

• Same as Client except:
  • Cannot manage billing
  • Cannot change user roles
  • Cannot delete projects

Supervisor

Team lead focused on performance:

• Views team analytics
• Sees calls from assigned projects, plus calls handled by anyone under them in the imported org structure (department tree) — and can open any call within that same boundary
• Can view alert events
• Can add annotations to records
• Can create projects, and administers the ones they create
• Cannot edit projects created by others, evaluation criteria, or settings

Agent

Individual contributor:

• Uploads conversation records
• Views own quality scores and performance
• Receives coaching recommendations
• Cannot view other agents’ data
• Needs no project assignment: an agent reaches their own calls directly

Permission Matrix

Resource	Action	Client	Admin	Supervisor	Agent
Projects	Create	✅	✅	✅	❌
	Edit	✅	✅	✅**	❌
	Delete	✅	❌	❌	❌
	View	✅	✅	✅*	❌
Records	Upload	✅	✅	❌	✅
	List all	✅	✅	✅†	❌
	Open all	✅	✅	✅†	❌
	View own	✅	✅	✅	✅
	Delete	✅	✅	❌	❌
	Annotate	✅	✅	✅*	✅***
	Rate analysis	✅	✅	✅†	✅***
Quality scores	View all	✅	✅	✅*	❌
	View own	✅	✅	✅	✅
	Export	✅	✅	✅	❌
Alerts	Create/Edit	✅	✅	❌	❌
	View events	✅	✅	✅*	❌
Team	Invite users	✅	✅	❌	❌
	Change roles	✅	❌	❌	❌
	Remove users	✅	✅	❌	❌
Settings	Organization	✅	✅	❌	❌
	Billing	✅	❌	❌	❌
	CRM Integration	✅	✅	❌	❌
	Profile	✅	✅	✅	✅
Evaluation	Create/Edit	✅	✅	❌	❌
Scripts	Create/Edit	✅	✅	❌	❌
	View	✅	✅	✅	❌
Reports	View	✅	✅	❌	❌

* Scoped to the supervisor’s assigned projects only.

** Supervisors can edit only the projects they created — creating a project makes them its project admin.

*** An agent acts only on the call they handled, and needs no project assignment to do so: their boundary is the record itself. Project membership is a supervisor mechanic.

† Includes subordinates: a supervisor’s boundary here is assigned projects plus anyone under them in the imported org structure (department tree) — see Org Structure And Supervisor Visibility below. A supervisor with neither an assigned project nor a department underneath them sees only their own calls.

Org Structure And Supervisor Visibility

Client

Aelo can import your company’s department tree from a connected CRM (Bitrix24). Once imported, a supervisor at the head of a department sees the calls of everyone under them — including subordinate departments — in addition to their assigned projects. This is the same boundary for the call list, for opening a call, for search, and for rating an analysis: assigned projects ∪ subordinates by org structure.

Import order matters. Importing runs in two steps: it first matches your CRM users to Aelo accounts by email, then imports the department tree. A department head is only recognized once that matching step has found their Aelo account — importing the tree before matching users would leave every head unresolved.

A department with no head assigned grants no access through it. If a department has no head in the CRM, or its head hasn’t been matched to an Aelo account, nobody sees records through that department. Assign a head manually under Settings → Team → Org Structure to fix it.

Subordinates without an Aelo account are covered too. A head sees the calls of everyone in their part of the tree, including employees who have never signed in — the import keeps them from your CRM even when there is no account to link them to, and their calls are matched by their CRM identity. This works the same in the call list, on the record page and in search. The head’s own account is still required, because access is granted to a person: a department whose head has never signed in grants nothing to anyone.

Deactivated CRM users leave the department roster. The import only takes employees the CRM marks as active, so once someone is deactivated there, the next import drops them from their department — and their earlier calls stop appearing for their former head, in the call list, on the call page and in search alike. The calls themselves are untouched and stay visible to anyone with org-wide access.

Annotations and analysis reviews are not covered by this boundary: a department head can read a subordinate’s analysis but can only annotate or review it while also assigned to that record’s project.

Removing Users

Client Admin

1. Find the user in the team list.
2. Click the actions menu (three dots) next to their name.
3. Select Remove.
4. Confirm the action.

Removed users immediately lose access to the organization. Their historical data (records, annotations) is preserved.

Access by Role

Feature	Client	Admin	Supervisor	Agent
View team list	✅	✅	❌	❌
Invite users	✅	✅	❌	❌
Change roles	✅	❌	❌	❌
Remove users	✅	✅	❌	❌

Tips & Best Practices

• Assign the minimum required role — use Agent for individual contributors, Supervisor for team leads.
• Use Supervisor for team leads who need team analytics and oversight but shouldn’t change configurations.
• Keep the number of Client accounts minimal (ideally 1-2 per organization).
• Review pending invitations periodically and revoke expired ones.
• When an employee leaves, remove their access promptly for security.