GuidesYour team
Invite your team and set roles
Add teammates, choose what each one can do, set which calls they see, and deactivate or remove people when they leave.
Everyone who makes or takes calls in Crulon is a member of your workspace. Each member has a role, which sets what they can do, and uses a seat.
- Where
- Settings > Members and Settings > Roles
- Plans
- Every plan. Custom roles are on Scale
- Who can do it
- Workspace Admins and workspace owners
Invite a teammate
Send the invitation
Open Settings > Members and select Invite member. Enter their Email, their name if you like, and choose a Role, then select Send invitation.
You can only give a role whose permissions you hold yourself.
They accept
They get an email with a link. A new user sets a password; someone with a Crulon login already just confirms. The link works for 7 days. Until they accept, they show as Invited and aren’t billed.
To send a fresh link, open the ... menu on their row and select Resend invitation. The 7 days start again and the old link stops working.
They start taking calls
When they accept, they get a seat and a three-digit extension. They start Offline: to ring for calls, they set themselves Available at the bottom of the sidebar.
An email address can be active in one workspace at a time, so someone already in another Crulon workspace can’t be invited until they leave it.
Seats
Every member uses a seat, whatever their role, including admins who never take calls. A seat lets someone make and take calls and includes one phone number. It starts the day the invitation is accepted, prorated for the rest of the billing period.
When someone leaves, their seat stays paid until your renewal, and anyone who joins before then uses it at no extra charge. Every workspace keeps at least one seat. See Plans and billing.
Roles
Crulon has three roles to start. You can’t edit them, but on Scale you can copy one and change the copy.
| Role | For | Can |
|---|---|---|
| Workspace Admin | People who run the workspace | Everything, including members, roles, billing, phone numbers and settings |
| Manager | Supervisors | Take, make and transfer calls, take over AI calls, listen to recordings, build AI agents and Call Flows, manage call destinations and queues, export calls. See billing but not change it. Can’t manage members or roles |
| Agent | People who answer calls | Take, make and transfer calls, text customers, work tickets and contacts, read transcripts. Can’t play recordings, take over calls or see billing |
To change someone’s role, open the ... menu on their row and select Change role. Roles you can’t give are shown greyed out with the reason. Nobody can change their own role.
Permissions for one person
To give or take away one permission for one person without changing their role, select Permissions on their row. Each permission can be:
- From role: follows their role, including later changes to it.
- Always: granted to them, whatever their role says.
- Never: denied to them, whatever their role says.
Custom roles
On Scale you can build up to 25 roles of your own in Settings > Roles.
- Select Duplicate on the role closest to what you want, or New role to start from nothing.
- Name it, and turn permissions on or off. Each group shows how many of its permissions are on.
- Save it, then give it to members.
A copy of Workspace Admin has every permission, including ones Crulon adds later. Turning any permission off makes it a fixed list.
To delete a role that people hold, choose the role to move them to. If you move off Scale, members keep their custom roles, but you can’t edit or give them until you upgrade or move people to a default role.
Note
A role without calling permissions still uses a paid seat. Crulon warns you when you build one.
Which calls someone sees
Call visibility decides which calls a member sees in call history, recordings, transcripts and AI insights:
- Every call on their numbers: every call on the phone numbers they’re a member of.
- Their own calls, plus calls no teammate was on: such as calls only the AI agent handled.
- Their own calls only.
It comes from the role, or the workspace default, unless you set it for one person with Call visibility on their row. Workspace owners and anyone who can manage all phone numbers see every call.
Workspace owners
Owners have every permission, and only an owner can change another owner. The person who created the workspace is its first owner. A workspace can have several owners, and always has at least one.
To hand over ownership, open the new owner’s row and select Make workspace owner, then remove yourself with Remove workspace owner on your own row. They need to have accepted their invitation first. Removing an owner leaves them with their role.
Extensions
Each member gets a three-digit extension when they join, so teammates can call each other. To change one, open Settings > Extensions and select Edit. Extensions are 3 digits and can’t start with 0 or be a service code such as 911 or 411.
When someone leaves, their extension is held for 30 days before it’s given to anyone else.
Available, Away and Offline
Each member sets their status at the bottom of the sidebar. See Make and take calls for answering and placing calls.
| Status | What it means |
|---|---|
| Available | Calls ring them |
| Away | Calls don’t ring them |
| Offline | Calls don’t ring them. Crulon sets this when they close Crulon |
| On a call | Set for them during a call |
A call queue can set people to Away after they miss a number of its calls in a row, 3 to start. They see why, and set themselves Available when they’re back.
When someone leaves
| Deactivate | Remove | |
|---|---|---|
| Calls | Stop at once. They’re signed out everywhere | Stop at once |
| Can come back | Yes, with Activate. That starts a seat again | No. Invite them again |
| Seat | Paid until your renewal | Paid until your renewal |
Before you remove someone, Crulon lists what they’re assigned to. Removing them:
- takes them off the phone numbers, call queues and Call Flow steps they were on
- unassigns their conversations, tickets and desk phones
- keeps their calls and messages in your history
You can’t remove or deactivate the last member, or remove the last workspace owner.
If something goes wrong
The link is more than 7 days old, or a newer one was sent. Ask a Workspace Admin to select Resend invitation.
The reason shows next to it. Holds permissions you don’t: ask someone who holds them, or an owner. Needs the custom-roles entitlement: custom roles are on Scale.
Check they’re Available at the bottom of the sidebar, and that they’ve accepted their invitation. If they were set to Away for missing calls, they need to set themselves Available again.
The role has no calling permissions. That’s fine for someone who only manages the workspace, but they still use a seat.
Last updated 18 Oct 2026