Use this guide when you need to add a teammate, change what a user can see, remove access, restore a former user, or understand why a user cannot dial or see messages.
First, identify which control needs to change
Four separate settings affect a team member:
1. Seat capacity determines whether the account can add or reactivate another user.
2. Role and permissions determine which pages and actions the user can access.
3. Phone-number access determines which calls, SMS messages, voicemails, and missed calls the user can see or use.
4. Team and campaign assignments determine where the user's work appears and which dialing campaigns the user can run.
Changing only one of these may not complete the setup. For example, assigning a campaign does not create a seat, and buying a seat does not automatically assign phone numbers or campaigns.
Add a new team member
1. Open your profile menu and go to Preferences → Team. Some accounts also show Team in the main navigation.
2. Choose Add User.
3. Enter the user's first name, last name, email address, and initial password.
4. Select the appropriate role or permission library.
5. Save the user.
6. Assign the phone numbers, teams, and dialing campaigns the user needs.
7. Have the user sign in with their own email address and change the temporary password if required.
If the account has no available seats, add a seat or the appropriate multi-user package before creating the user. A seat provides account access; it does not replace usage charges or automatically assign billable calling and texting credit.
Never share one login between multiple people. Separate users preserve permissions, reporting, recordings, message ownership, and an accurate activity history.
Set the correct role and permissions
Start with the closest permission library for the person's job, then review any account-specific permissions.
Check at least these areas:
- access to Contacts, Dialer, Reports, Conversations, and account settings;
- permission to create, edit, or run campaigns;
- permission to view notes and conversation history;
- access to the required phone numbers;
- access to SMS, voicemail, and missed-call records; and
- manager or submanager visibility, if the person supervises other users.
Use the least access necessary for the role. A caller usually does not need billing, integration, or administrator permissions.
After saving, verify the result by having the user sign out and sign back in. An administrator's view is not proof of what the member can see.
Assign phone numbers and message visibility
Phone-number access is separate from the user's general role. If a user can open the Dialer but cannot select a caller ID, see a reply, or view a voicemail, check the affected number's user permissions.
Confirm that:
1. the number is active in the same Hot Prospector account;
2. the user is allowed to use or view that number;
3. the number is valid for the intended job, such as outbound dialing or SMS; and
4. the campaign or location is using that same number.
If a number is missing, locked, or assigned to an incompatible route, use the phone numbers, SMS provider, and Local Presence guide (https://intercom.help/YourCRMKB/en/articles/16797269-phone-numbers-sms-provider-and-local-presence-fix-a-wrong-sender-missing-number-or-purchase-problem).
Assign the user to a team and campaigns
Add the user to the correct team under Manage Teams so team-level reporting includes the user's activity.
Then open each dialing campaign the user should run and confirm that the user is assigned. Campaign assignment controls access to that campaign; it does not override missing phone permission, calling-hour restrictions, or an empty lead pool.
If the user can open the campaign but sees few or no contacts, use the dialer eligibility guide (https://intercom.help/YourCRMKB/en/articles/16795802-why-the-dialer-shows-fewer-leads-or-stops-dialing).
Reset access without creating a duplicate user
If the person already exists, update the existing user instead of creating another record.
- Forgotten password: use the password-reset process for the existing email address.
- Wrong email: edit the current profile if your permissions allow it. If the email cannot be changed, contact support before creating a duplicate.
- Mobile access problem: confirm the user is active, then regenerate or reissue the mobile link or passcode from the member profile if that option is available.
- Login schedule: check whether the user's permitted login schedule is blocking access at the current time.
- Restricted network: check any IP-address restrictions configured on the member.
Do not send passwords, one-time codes, API keys, or carrier credentials in a support conversation.
Remove a team member safely
For normal offboarding, deactivate the existing user. Deactivation preserves historical ownership and reporting while blocking future access.
Before deactivating the user:
1. identify active campaigns, callbacks, phone numbers, and teams assigned to that user;
2. reassign work that must continue;
3. confirm that shared conversations and customer records remain visible to the correct team; and
4. record the user's email address and the date access should end.
Then open the Team list, choose the user, and set the member status to Inactive or Deactivate. Sign-in should no longer work after the status change.
Permanent deletion is not the normal self-service offboarding path. If permanent removal is required, contact support with the Hot Prospector account and exact user email. Do not use a developer API to remove a normal team member unless your organization deliberately manages users through an approved integration.
Restore a former user
Reactivate the existing user whenever possible so their history stays connected to the same record.
1. Confirm that the account has an available seat.
2. Change the member status back to Active.
3. Review the role, phone permissions, teams, and campaigns; do not assume old access is still appropriate.
4. Reset the password or mobile access if needed.
5. Have the user sign in and perform one controlled test.
If reactivation reports that the account has reached its team-member limit, add seat capacity or deactivate an unused member before retrying.
Common problems
What you see — Most likely control — What to check
Add User is blocked or reactivation fails at the member limit — Seat capacity — Confirm an unused seat exists
User can sign in but cannot open the Dialer or Reports — Role or page permission — Compare the user's permission library with a working peer
User opens the Dialer but cannot see a campaign — Campaign assignment — Add the user to the intended campaign
User sees the campaign but no caller ID is available — Phone-number permission or number eligibility — Check the exact outbound number and the user's access
User cannot see SMS, voicemail, or missed calls — Phone-number visibility — Grant access to the number that received the activity
User's work is missing from a team report — Team assignment or report filters — Add the user under Manage Teams and verify the date/user filters
Deactivated user still appears in historical reports — Expected historical preservation — Confirm current sign-in is blocked; do not erase history to change a past report
Reactivated user has outdated access — Old role or assignments — Re-review every permission and assignment before use
Prove the setup with one controlled test
Sign in as the team member or have the member test their own account. Confirm that they can:
1. open only the pages their role requires;
2. see the intended campaign;
3. select an approved outbound number;
4. place one permitted test call or send one permitted test message; and
5. see that activity under the correct user and team in reporting.
The setup is complete only when the member's own view and the resulting activity record are correct.
If you still need help
Send one complete package:
- Hot Prospector account name;
- exact user email;
- whether the user is new, active, inactive, or being restored;
- available seat count or the exact seat-limit message;
- expected role and the page or action that is missing;
- affected team, campaign, and full phone number;
- screenshot from the user's own view;
- exact date, time, and time zone of the controlled test; and
- the result after signing out and back in.