This article explains how to add and invite teammates to your Intercom workspace, remove them, update them in bulk, and export your teammate list as a CSV (comma-separated values) file. These actions require admin or workspace owner permissions — if you can't find the options described below, check your role with your workspace admin.
How to add and invite teammates
To invite new teammates, go to Settings > Workspace > Teammates (you must have admin or workspace owner permissions):
Click the + Add new button in the top right corner and then select + Add new teammates from the dropdown.
To add one or a few teammates, just enter the email address of the teammate or teammates you'd like to invite (separated by commas) and click Continue and set permissions.
Notes:
When inviting new teammates, make sure the email address you've entered is correct and exactly matches their email without typos.
To cancel a pending teammate invite, use the "Revoke" button on the far right of the row in the Invited list. If you do not see the button, try scrolling horizontally, as the page layout may hide it.
Once you add your teammates, they will be sent an email with an invitation to join your workspace, but you can also share their invite link directly with them by copying it from the Invited tab at Settings > Workspace > Teammates > Invited. Each pending invite has a copy link icon next to it.
You can use this invite link to quickly share your teammate invitations in side channels, like Slack, WhatsApp, etc.
What happens after an invite is sent
Once invited, teammates receive an email with a link to join your workspace. If they haven't accepted after 3 days, you (the person who sent the invite) will automatically receive a reminder email listing the pending invites and their unique invite links so you can share them directly.
Note: Make sure you open the invite link while logged in with the email address that received the invite. If you're already signed in with a different email address, log out first or open the link in an incognito/private window. Opening an invite link while logged in with a different account can cause errors.
Adding teammates in bulk
This bulk-add feature is only available on the Expert plan.
There are two ways to add teammates in bulk:
You can paste a list of email addresses directly into the email address field on the invite screen (the same field used to add one or a few teammates, described above).
Or, select Import teammates from the + Add new dropdown instead.
After selecting Import teammates from the + Add new dropdown, drag and drop your CSV file (a spreadsheet saved as comma-separated values) onto the upload area, or click to select it from your computer. Your CSV should contain one column with the teammates' email addresses.
Invites can only be redeemed by the exact email address to which they were sent. If a teammate tries to accept an invite while signed in with a different email address, they'll see an error screen indicating the invite is not valid for the currently signed-in account. To resolve this, they should log out and sign in with the correct email address, or open the invite link in a private/incognito browser window.
After entering or importing teammates' email addresses, set their Permissions and roles. Permissions control which Intercom features each teammate can access.
Permissions are grouped by feature, and will be collapsed by default. You will use the dropdown in each section to edit specific permissions.
Use the Allow all or Restrict all button to allow all or restrict all permissions for a teammate.
You can also expand each permission section to select or deselect individual permissions within it — click the section header to expand it, then use the dropdown to edit specific settings.
Once you've configured permissions, click Send invites to send the invitation emails. Teammates will receive a link to join your workspace.
Following up with your invitations
If your teammates haven't accepted their invites after 3 days, you will be sent an email listing the invites that haven't been accepted yet, as well as the unique Invite links for each teammate so you can share it with them directly.
This email notification is sent to the email address of the the inviter of the new teammates. It will not send to all teammates in the workspace.
Revoking invites
To revoke an invite, simply hover over the far right of the row and select Revoke. Once revoked, the invite will no longer be active.
How to update teammates
The Bulk teammate update feature lets you update multiple existing teammates at once using a CSV file. You can update roles, team inbox assignments, conversation limits, ticket limits, and Copilot access all in one go.
How to access
Go to Settings > Workspace > Teammates
Click New teammate in the top right corner
Select Bulk teammate update
Preparing your CSV file
Your CSV file must include only the following column headers (in any order):
Column | Description |
The teammate's email address — must match exactly what's on the workspace. | |
role | Their role in your workspace. |
primary_team_inboxes | Primary team inbox assignment(s). Separate multiple teams with a comma. |
secondary_team_inboxes (optional) | Secondary team inbox assignment(s). Must have a balanced load distribution. Separate multiple teams with a comma. |
conversation_assignment_limit | Maximum conversations assignable at once. Enter a number, or 0 for no limit. |
ticket_assignment_limit | Maximum tickets assignable at once. Enter a number, or 0 for no limit. |
copilot_usage | Copilot access level: off, included, or unlimited. If a role has Copilot access, this must be set to "included" or "unlimited". If not, it must be set to "off". |
Note: Uploading a CSV with incorrect column headers will cause a validation error. Do not add extra columns.
Formatting tips
Email addresses must match exactly what's set up in the workspace.
Role and team inbox names must match exactly what's configured in the workspace.
Separate multiple team inboxes with a comma, but avoid using team names that contain commas, as commas are used as the CSV delimiter.
No extra formatting is needed if exporting directly from Google Sheets as CSV.
Uploading your file
After selecting Bulk teammate update, a file upload modal will open.
Click Choose File or drag and drop your CSV file.
Click Save and wait for the file to be processed.
If there are validation errors, they will appear at the end of each problematic row. Fix the errors and re-upload the CSV.
If there are no validation errors, click Confirm.
Note: If any errors occur during processing after you click Confirm, they will appear on the page. Fix the errors and re-upload the CSV.
Viewing your results
After importing, you can verify the changes were applied:
Roles and Copilot access: Go to Settings > Workspace > Teammates and click the Teammates tab. You'll see each teammate's Copilot access, permission (role), and number of teams assigned.
Inboxes and assignment limits: Go to Settings > Inbox > Assignments and click the Teammate assignment limit tab. You'll see each teammate's role, conversation assignment limit, ticket assignment limit, and primary and secondary team inboxes.
Common issues to avoid
Email addresses that don't match the teammate's email address on the workspace.
Role or team inbox names that don't match exactly what's configured in the workspace.
Assigning a teammate to a role or team that doesn't exist.
Using an invalid copilot_usage value (only "off", "included", or "unlimited" are accepted).
Invalid conversation or ticket assignment limit values.
Using team names that contain commas, since commas are used as the CSV delimiter.
How to remove teammates
To remove a teammate from your workspace, go to Settings > Workspace > Teammates. To help you comply with GDPR (General Data Protection Regulation — EU privacy legislation that governs how personal data is handled), removed teammates are not permanently deleted but will no longer be visible or active in your workspace.
Removing a teammate de-activates their access. Their data is retained (and references to them in old conversations are preserved), but they won't appear in your workspace. If you need to permanently delete their data, see the callout at the bottom of this section.
To remove a teammate:
Hover over the teammate you'd like to remove and click Edit to the right of their name.
On the teammate profile page, click Remove teammate in the top right corner.
A dialog will appear asking you to confirm and select a teammate to reassign their open conversations to. Choose a teammate or leave unassigned, then confirm the removal.
It's not possible to restore a removed teammate, however, you can invite them back to your workspace using the same email address. Messages and conversations that were reassigned when the teammate was removed will not be assigned back to the teammate when they rejoin your workspace.
Team members must be removed individually, as group edits are not supported.
Once when a teammate is deleted from the the Intercom workspace, the support seat that was assigned to that teammate typically becomes available within 24 hours.
How deleting a teammate affects reporting metrics
Key points when a teammate is deleted:
The conversations remain in reports.
Metrics for deleted teammates are removed from the Team performance report.
The current assignee is updated on all of their assigned conversations.
The newly assigned teammate will have their metrics change when using Teammate assigned as a filter. This also applies to View by, or Segment by in Custom reports.
Teammate assigned is in effect the Teammate currently assigned.
Reports where metrics don't change:
Customer support overview > Teammates table (Filter by Teammate)
Team performance > Teammate performance
Conversations (Filter by Teammate)
Responsiveness (Filter by Teammate)
Effectiveness (Filter by Teammate)
Customer satisfaction (Filter by Teammate)
Custom reports > Replies sent metric (Filter by/View by/Segment by Teammate replied)
Reports where metrics do change:
Team performance > Conversations assigned by team (Filter by Teammate assigned)
Team performance > Median first response time by team assigned (Filter by Teammate assigned)
Conversations (Filter by Teammate assigned)
Responsiveness (Filter by Teammate assigned)
Effectiveness (Filter by Teammate assigned)
Customer satisfaction (Filter by Teammate assigned)
Custom reports (Filter by/View by/Segment by Teammate assigned)
To permanently delete teammates' data check out this article on deleting teammates and their data.
Find a teammate's admin ID
You can find a teammate's admin_id in the URL on their teammate profile in Intercom.
How to export teammates to a CSV
You can export the full list of teammates to a CSV file, or a filtered list if you apply a filter in the UI. The CSV file columns are:
Name
Email
Has Inbox Seat
Last Active date
2FA (two-factor authentication — shows whether the teammate has 2FA enabled on their account)
Teammate URL
Roles
Last Active Date - This field shows the last date the teammate was active in this workspace (i.e. had Intercom open in a browser).
We do not require the teammate to take any action to update this date. This last_active date should be updated regularly while a teammate is working on a workspace, and is ‘near real time updating.'
Go to Settings > Workspace > Teammates and click Export CSV.
Teammates in CSV export only applies to the current workspace. This does not export teammates from other workspaces on the same contract who are not present in the workspace currently being viewed.
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