Users, roles and invites

Adding colleagues and deciding what they can do. Managing users requires the right permission, so if you can't see Settings → Users, ask an admin.

Inviting someone

Settings → Users → Invite user. Enter their email address, pick a role, and send.

They appear in the list with status Pending until they accept, then Active.

The three roles

Admin — full access, including managing users and API keys.

Member — can manage everything except users and API keys.

Support Rep — customer support access, with limited editing permissions.

Most people working conversations day to day want Support Rep or Member. Reserve Admin for the people who need to add users or issue API keys.

Change someone's role from the ⋮ menu on their row, under Change role. You can't change your own — ask another admin.

If the invitation doesn't arrive

Common, and usually one of these:

Wait a few minutes. Invitation emails aren't always instant.

Check spam and quarantine. Corporate mail filters are the most common cause. Ask the recipient to check their junk folder, and if your organisation uses a mail security gateway, check the quarantine there.

Check the address. A typo in the invite means the mail went somewhere else entirely. The address is shown on the pending row.

Send it again. Remove the pending invitation and re-invite.

If it still doesn't arrive after that, get in touch and tell us the address — we can check whether it left our side.

Removing someone

⋮ → Remove on their row. Their conversations stay where they are; only their access is removed.

Do this promptly when people leave. It's also worth reviewing periodically who has access and at what level.

When someone can't do something

Buttons throughout Mimir stay visible but disabled when you lack permission, with the tooltip You don't have permission to do this. That's the quickest way to tell a permissions problem from a bug.

If a colleague reports something is greyed out, check their role first.

Live chat is separate

Being a user doesn't put someone into live chat. Each person marks themselves available, and Mimir signs people out automatically after inactivity — so availability is a daily action, not a role. See Live chat and agent availability.

Signing in

Mimir uses a sign-in code sent to your email rather than a password you manage. If someone can't get in, see Can't sign in.