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Manage channel roles, members, and defaults

Add or remove channel members, assign the Channel Manager, set a default channel, or export its history.

Channel roles set what each person can do. They depend on workspace role, channel membership, and the Channel Manager. A Channel Manager manages that channel.

Who can manage a channel?

  • The channel creator starts as its Channel Manager.
  • The Channel Manager and workspace owners or admins can change the channel name, description, and visibility.
  • They can also remove members, assign a new manager, and delete the channel from the active list.
  • Any active team member in the channel can add people.
  • Only workspace owners and admins can make a channel a default channel.
  • Active channel members can leave and download a CSV archive.

A workspace owner or admin may need to join a channel before opening its chat or settings.

Add channel members

Before you add people: Everyone you add can read past messages. This includes messages sent before they joined. Check that the chat is right to share with each person, especially client contacts.

  1. Open the channel.
  2. Open the channel settings.
  3. Open Members.
  4. Select Add people.
  5. Choose team members or client contacts.
  6. Select Add person or Add people.

Sydnee asks for confirmation when the first client contacts are being added to a team-only channel.

Client contacts appear when Portal live chat access is on. You also need access to their client account.

Remove a member

The Channel Manager or a workspace owner or admin can remove another member.

  1. Open the channel settings.
  2. Open Members.
  3. Find the person.
  4. Open their actions and remove them.
  5. Confirm the change.

The removed person loses access to the channel. Adding them later makes them an active member again.

Assign a new Channel Manager

There is one Channel Manager at a time.

  1. Open the channel settings.
  2. Open Members.
  3. Find an active team member.
  4. Choose the action to make them Channel Manager.
  5. Select Assign Channel Manager.

The old manager becomes a regular member. If the last manager leaves or is removed, Sydnee picks an active member to replace them when it can.

Make a default channel

A default channel is a public channel that adds new team members when they join the workspace.

This setting is available to workspace owners and admins.

  1. Open the channel settings.
  2. Open Settings.
  3. Make sure the channel is public.
  4. Select Make default channel.

Default membership is not permanent. A member can leave later. Select Turn off default channel before making the channel private.

Download channel history

Any active channel member can open the channel settings and select Download CSV archive.

The CSV is a copy of the channel messages. It is not a complete compliance or audit record.

Why can't I manage the channel?

  • Adding people, leaving, or downloading the CSV requires active channel membership.
  • A channel's last active member cannot leave.
  • Only the Channel Manager or a workspace owner or admin can remove people or edit channel details.
  • Only a workspace owner or admin can change default status.
  • Portal contacts cannot manage channel membership or settings.

Next step

Create & manage channels

Create a Live Chat channel, choose its visibility, join it, or remove it from active use.

Direct messages

Start a one-to-one Live Chat message with an eligible teammate or client contact.

On this page

Who can manage a channel?Add channel membersRemove a memberAssign a new Channel ManagerMake a default channelDownload channel historyWhy can't I manage the channel?Next step