Roles & Team Management

Chatgram has three roles per website:

• Owner: the first person to join a website. Full control including billing, deletion, and all admin privileges.
• Admin: promoted by an owner. Can invite agents, manage settings, reply to all tickets, but can’t delete the website or change billing.
• Agent: default role for newly invited team members. Can reply to tickets, use AI drafts, view site content, but can’t invite others or change most settings.

Additionally, a reserved “Chatgram AI” agent is added to every website. It represents the AI assistant and can’t be removed, only turned off via AI settings.

The first person to join a website becomes its owner. This is typically the person who:

• Verified the domain via DNS
• Started the Chatgram bot from the deep link Chatgram gave them
• Or added the website through the web admin panel

Ownership can be transferred to another team member later if needed (contact support to arrange the transfer).

Only owners and admins can invite. To invite an agent:

1. Open the Chatgram bot or admin panel
2. Select the website
3. Go to Team → Invite agent
4. Chatgram generates an invite link
5. Send the link to your teammate
6. They open it, which starts the Chatgram bot on their side and adds them as an agent

Invite links can be sent via any channel (Slack, WhatsApp, email, Telegram). Once used, they’re consumed and can’t be reused for another person.

Owners can promote agents to admin. From the team management area:

1. Find the agent you want to promote
2. Click the role menu next to their name
3. Select Admin

The promotion takes effect immediately. The newly promoted admin can then invite other agents, edit settings, and manage the website’s configuration.

You can demote an admin back to agent using the same menu. Only the owner has demote permission over admins.

The owner has these exclusive powers over admins:

• Manage billing: upgrade, downgrade, pause, cancel the subscription
• Delete the website and its data
• Transfer ownership to another team member
• Promote / demote admins

Admins can do essentially everything else: invite agents, configure AI, manage settings, reply to tickets, etc.

This tiered structure prevents accidental catastrophic actions (like deleting the workspace) while still giving admins day-to-day operational authority.

Every website has a special agent called “Chatgram AI”. This is a reserved system identity used to attribute AI-sent replies. When the AI drafts or sends a message, it’s shown in the ticket thread as coming from Chatgram AI, not from a human team member.

Properties of the Chatgram AI agent:

• Can’t be removed. It’s a system agent that lives on every website.
• Can be turned off by disabling AI drafts or auto-reply. Turning off AI effectively silences the agent.
• Doesn’t count against your seat limit. It’s separate from human team members.

Yes. Agents currently need Telegram installed (phone app, desktop, or Telegram Web) to receive and answer tickets pushed through the bot.

This is because Chatgram’s primary agent surface is the Telegram bot. New tickets and reply prompts go through Telegram.