Team & organization management

Every Stellar account belongs to an organization, an isolated workspace where your team collaborates on building and managing AI agents. Navigate to Settings > Organization to manage team members, assign roles, and configure organization-level settings. For details on sign-in methods and SSO configuration, see Authentication.

Organization structure

An organization is your isolated workspace in Stellar. Multiple users can work together within the same organization, sharing resources while usage is tracked and billed at the organization level.

Team members

The Settings > Organization page displays all current members in a table showing each person's name, email, and role assignments per scope.

Adding members

Admins can add new members by clicking Add member. The form asks for the person's first name, last name, and email address, then presents a role selector for each product scope. The new member receives access immediately, no invitation email is required. New members default to Voice Viewer with no access to other scopes unless the admin explicitly assigns additional roles.

Editing roles

Admins can change any member's role directly from the members table using the inline role dropdowns. Each scope has its own dropdown, so you can adjust Voice, Email, Call center, Call analysis, and Organization roles independently. You cannot edit your own roles.

Removing members

Admins can remove a member by clicking the delete icon in the Actions column. A confirmation dialog appears before the removal is finalized. You cannot remove your own account.

SAML organizations

In organizations that use SAML SSO, the user lifecycle is managed entirely by the identity provider. Adding members, editing roles, and removing members is not possible through Studio. See the authentication page for details on SAML role provisioning.

Roles and permissions

Each user is assigned a role per product scope. Roles are independent across scopes, so a user can be an Admin for Voice but a Viewer for Email. The assignable roles are:

• Support: read-only access to operational data such as conversations, emails, and reports, without visibility into agent configuration. Ideal for support staff who review interactions but do not manage AI agents.
• Viewer: read-only access to the scope's resources, including agent configuration.
• Editor: can manage core resources (like agents) but cannot change configuration or settings.
• Admin: full access including configuration, connectors, and settings.
• Agent: for the people who take over calls from the AI. They see only the Handover view, with the caller, the AI's summary and reason for transferring, the captured facts, and the transcript, so they can take over a live call with full context. They can't see or change agent configuration. Available on the Voice scope only. It is being retired in favour of Support, which is also the role for the people who answer calls on the Call center scope.

A role can also be set to None, which removes access to that product entirely. When a user has no role for a scope, the corresponding menu items and pages are hidden.

The table below summarizes what each role can do within each scope.

Scope	Support	Viewer	Editor	Admin
Voice	View conversations and analytics	View agents, connectors, conversations, analytics	Manage agents; view connectors, conversations, analytics	Full access including SIP configuration
Email	View and update received emails; view analytics	View email agents, connectors, received emails	Manage email agents; view connectors, emails	Full access to email agents, connectors, emails
Chat	View chat conversations	View chat agents and conversations	Manage chat agents; view conversations	Full access to chat agents, conversations and connectors
Call center	Answer calls from the console; view the live dashboard for the queues you staff; view calls you handled and outbound calls you started or received	View call center configuration and calls in your groups	Answer calls from the console; start outbound calls; view the live dashboard for the queues you staff; view call center configuration and calls in your groups	Manage queues, agents and settings; answer calls from the console; view calls in your groups; manage routing flows and schedules
Call analysis	View recorded calls and reports	View recorded calls, reports and Call Analysis groups	View recorded calls, reports and Call Analysis groups	Full access to recorded calls, reports and Call Analysis groups, including Genesys import
Organization	No access	View members, settings, secrets, API tokens	View members, settings, secrets; manage API tokens	Manage members, settings, secrets, API tokens; view billing

On Call center, Support is the role for the people who actually work the phones. It means something different here than in the other scopes: rather than a read-only tier, it grants the console, where an agent answers and handles calls, plus the live dashboard for the queues they staff. Their call history includes calls they handled and outbound calls they started or received. They cannot access the configuration surface.

Editor on Call center combines both: an Editor can review colleagues' calls and recordings like a Viewer, and can also answer calls, start outbound calls and see the live dashboard like Support. They can read, but not change, the call center configuration, and they do not get historical reports or named-agent performance. As with Support, an administrator must first add an Editor as an agent on the call center before they can take calls.

The live dashboard is a shared view of the queues they staff, not a personal one. It shows the callers waiting right now, including their phone numbers, so an agent can pick up the next call, alongside how those queues are doing against your service level and which calls that agent handled most recently. Someone staffed on a queue can therefore see who is calling in on it, whether or not they end up taking the call.

When your organization uses Groups, Call analysis access can follow them, as described in Call analysis in Groups.

The Agent role is not shown in the table because it is being retired. It applies to the Voice scope only, as described in the role list above.

Call analysis in Groups

A Group can own Call Analysis groups, so each team sees its own calls. An organization-level Call analysis Admin turns this on by editing the Group in Settings > Organization > Groups and turning on Enable call analysis. That creates a new Call Analysis group for the Group, or links an existing one, such as a group that already holds imported calls. Turning it off asks for confirmation and makes the Group's Call Analysis groups organization-wide again. Their calls stay, but their agents lose their team leads.

Members of the Group then get one of three Call analysis roles in the Group's member table:

• Admin: sees every call in the Group's Call Analysis groups and manages their settings, topics, agents, uploads and coaching reports. Creating, renaming and deleting Call Analysis groups, importing from Genesys and changing its import settings stay with organization-level Call analysis Admins.
• Team lead: sees only the calls of the agents they coach, and creates coaching reports for those agents. Admins pick each agent's team lead on the Call Analysis group's agents page. Calls of agents without a team lead are visible to admins only, and team leads don't see insights or topic suggestions, because those are generated from every call in the group.
• Agent: sees only their own calls and their own coaching reports, read-only. This Group role is separate from the organization-level Agent role described above. A call is theirs when an agent linked to their Stellar user is on it. Admins link each agent to a Stellar user in the Stellar user column on the Call Analysis group's agents page, which lists the Group's members. Genesys imports link new agents automatically to the Stellar user with the same email address, even when that person isn't a member of the Group yet. Agents don't see insights or topic suggestions. Give people who should not see evaluations of their calls no Call analysis role.

Organization-level Call analysis Admins always see every Call Analysis group. Organization-level Viewers, Editors and Support users keep their access until they also get a Call analysis role in a Group. From then on they see their Groups' Call Analysis groups plus the ones no Group owns. A Group role for another product, such as Voice, never changes what someone sees in Call analysis.

Voice and call center are separate

Running an AI voice agent and running a call center are two jobs, and they have their own roles. Someone who builds and tunes your voice agents needs a Voice role. Someone who staffs the queues, answers calls, or reports on how the call center is performing needs a Call center role. A person doing both gets one of each.

The Call center scope only appears for organizations with the call center enabled. Ask your Stellar contact if you do not see it.

Configure caller IDs for external calls

Before call center agents can call external phone numbers, a platform administrator must make at least one outbound-enabled phone number available to your organization. A Call center Admin can then configure that number in Studio:

1. Open Call center > Settings.
2. Select the call center you want to configure.
3. Under Outbound caller ID, enable the numbers its agents may present to recipients.
4. Choose one enabled number as the default.

Changes are saved immediately. External calling stays unavailable until the user belongs to a call center with a default caller ID.

Organization settings

Below the members table, admins can configure additional organization-level settings.

Data retention controls how many days conversation data is kept before deletion. This setting is currently managed by the Stellar team; contact support to adjust it.

Authentication methods lets admins choose which sign-in methods are available to organization members. See the authentication page for available methods and configuration details.