Buying More Seats
Need to add more members but used all your seats? There's an easy way to add more! Go to Settings > Members > and click Manage seats at the top:
You will be shown a total price for the seat additions before you hit 'Buy _ seat'.
⊕ Adding a Member
To invite members to your account, go to your Settings > Members to send an email invite to one, or multiple members at once.
When sending an invitation, you'll choose how the new member should be assigned:
Existing Inbox – Adds the member to an inbox with an existing phone number.
New Inbox – Creates a new inbox for the member and prompts them to purchase a phone number during signup.
Assign later – Invites the member without assigning them to an inbox right away. The new member will skip the Select a state and phone number step during signup and won't see any conversations after logging in. Instead, they'll see a Request access option until an admin assigns them to an inbox from the Members page.
The Assign later option is ideal when you know someone needs access to your Salesmsg account but haven't decided which inbox they should use yet. It also helps prevent unnecessary inboxes or phone numbers from being created automatically, keeping your account organized while giving admins more control over the onboarding process.
Members who complete registration will appear under the Active tab on the Members page. Users who haven't accepted their invitation yet will appear under the Pending tab, where you can edit, resend, or revoke the invitation.
⊖ Deleting a Member
If you're on a paid subscription, you've paid for a user seat for the term of your subscription.
Go to your Settings > Members and locate the member you want to remove. On the right side of your member's name, you'll find more options. Click on more options to Delete Member.
After you select delete member, you'll be prompted to confirm the member removal and reassign any previous Conversations, Contacts, and Inbox Ownership to yourself, or another member on your team.
Important: When deleting a member, you will also be asked if you would like to "Keep Seat" or "Remove Seat". If you select "Remove Seat" this permanently adjusts your subscription for one less paid seat.
Alternatively, selecting "Keep Seat" allows you to keep that paid slot open. Useful if you have new user that you'd like to add in their place right away.
Deleting Seats
Did you remove a member, but didn't remove the seat at the time?
You can still remove seats if you no longer have a use for them. You can either Manage Seats from the Members page, or via your Plan & Billing page.
Select Manage seats, Remove, and enter the number of unassigned seats you'd like to remove:
Remove a Member from an Inbox (Without Deleting Them from the Account)
When you remove a member from an inbox where they are not the only user, Salesmsg shows a warning that any inbox settings using that member, such as conversation assignment or call routing, are updated automatically. This action cannot be undone. Confirm to proceed or cancel.
What happens automatically
Conversations in the inbox assigned to the removed member become Unassigned.
In Smart Call Flow, a member who is one of several participants in a ring or call queue step is removed from that step, and the step keeps working with the remaining participants. A member who is the only participant is removed, and the flow routes to its Call is not answered branch, with a Member removed warning shown on the Smart Call Flow page and in the builder.
Legacy IVR, Queue, and Call Distribution settings are not checked.
If the member's Google Calendar is used by a booking agent tied to the inbox, the agent keeps working but does not suggest slots, and an error toast shows in edit mode.
Assuming a member's account
If you're an Org Owner or Admin, you can view Salesmsg exactly as one of your members sees it. This makes it much easier to troubleshoot a muted inbox, a wrong setting, or a routing problem, without asking for the member's password or working through two-factor authentication.
How it works
Go to Settings → Members and open the Active tab.
Find the member whose account you want to view, and open the three-dot menu on their row.
Select Assume.
Their account opens right away in a new browser tab, landing on the Conversations screen. There's no confirmation step. Your original tab stays exactly as it was, so you remain signed in as yourself while the member's session runs alongside it.
What to expect
A banner appears at the top of the new tab letting you know you've assumed another user's account.
To end the session, select Stop assuming in that banner. This closes only the impersonated tab. Your own session is unaffected and stays active.
While the member's account is loading, the Assume option shows a loading state and can't be selected again until it finishes.
If something goes wrong and the account can't be loaded, no new tab opens. You'll see an error message in your original tab instead.
Who can use this
Only Org Owners and Admins see the Assume option.
This works the same way for HIPAA-compliant organizations. There are no extra restrictions.
Remove the Member from the Inbox
Once the member has been removed from all applicable Inbox settings, you can remove them from the Inbox itself.
Go back to the Inboxes page
Select the Inbox
Locate the member you want to remove
Click the ellipsis (three dots) next to their name
Select Remove Member
The member should now be successfully removed from that Inbox, while still remaining active on the overall account.
Frequently Asked Questions
How do I change a member's email address?
Email addresses can be edited by the account holder under their Personal Settings > Email.
Why does the number of Seats used, not match the number of Members?
Since 1 seat is automatically included with your plan (the user that signed up first, referred to as the "Owner"), the counter only takes into account the members that were added, on top of your subscription:
*The same logic applies to phone numbers as well.
What if I have an annual plan and already paid for a user seat up front?
Regardless of what plan you're on when you add a member you've permanently added a "seat" for any member of your Organization. When you remove a member, you'll select if you want to also remove the seat. If you keep the Seat, you can replace that member with a new one for no additional charge.
Troubleshooting Steps
Were you invited into a Salesmsg account, but it's requiring you to choose a number - even when the organization already has one?
You were most likely invited to purchase a new number or "New Inbox", rather than assigning you to an already "Existing Inbox".
You can ask the Owner or Admin who initially invited you, to go back to the Members page, and assign you to an Inbox:
I'm an Admin (or Owner of the account) trying to make calls from one of our locations, but I can't find it as an Inbox/Phone line?
If you're an Admin or Owner of the account, you'll need to add yourself as member of that Inbox first, in order for you to be able to access that Inbox/Phone number.
You can do this by selecting the Inbox via the Inboxes page, and then clicking the Add Member button. Once you've added yourself to that Inbox, you'll be able to see all activity in that Inbox via your main Conversation page.
The Owner left the organization, how can I update/change the Salesmsg account to a new Owner?
Our support team can update the 'Owner' of the account from our end. Please reach out to our team directly to get this process started.
⚠️ The Owner can only be changed to an existing member of the account. If the person taking over does not already have a Salesmsg login, please ensure they're invited as a member first.
I'm trying to remove a member from an inbox, but the Remove Member action isn't working — what's blocking it?
If the inbox uses a Smart Call Flow and the member you're removing is the only participant in a ring or queue step with no fallback branch configured, the removal can be blocked or behave unexpectedly until the flow has somewhere else to route the call. Check the inbox's Smart Call Flow builder for a Member removed warning on any step, and either add another participant to that step or configure a Call is not answered branch before removing the member. Once the flow has a valid fallback, the member can be removed from the inbox normally.
Need Help? ✋🏻
Contact us on live chat or send an email to us at [email protected].
For even quicker assistance on issues pertaining to inviting or deleting members - please be sure to include:
The email address of the member in question
Details on the exact issue
A full-screen screenshot of any errors that pop up