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What are Organization, Teams, Roles & Permissions in Reply?
What are Organization, Teams, Roles & Permissions in Reply?

Learn how to set up your own organization and customize the work with the Reply platform for different teams

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Written by Reply Team
Updated over a week ago

Organization is by request functionality in Reply that allows you to create multiple teams in one account and tailor roles and permissions for team members according to specific business needs. For each team, you can set up different roles, enable or disable particular features, and invite users to build a customized version of Reply that helps you reach your business goals faster.

What is an Organization?

The organization is an entity that allows you to create and manage multiple teams in one account. Within an organization, you can set various modes of work within the platform and then just switch between different teams.

  • Once you register on the Reply account, you acquire the role - Organization Owner - the highest point in the hierarchy of all roles within your organization. You can create and manage all teams, roles, and permissions.

  • By default, an organization contains a Default Team with two roles - Team Lead and Team Member. Later on, you can modify these settings and create your own teams, and roles with particular sets of permissions.

To manage your organization, navigate to More → Organization.

Organization includes three tabs:

  • Teams tab allows you to create and manage teams within your organization.

  • Users - allows you to invite and manage users within your organization.

  • Roles & Permissions - allows you to create and manage roles, as well as assign permissions to them (enable/disable permission within created teams).

What is permission?

Permission is a setting that allows a user to perform a specific action or view particular functionality on the Reply platform. All permissions can be managed in More → Organization → Roles & Permissions tab.

You can manage permissions once you select a specific role in a specific team from the left-side menu. For all roles, permissions are divided into categories:

  • Team management

  • Sequence

  • Contacts

  • Template

  • Report

  • Tasks

Each category contains a list of permissions that relate to a particular functionality on Reply. You can turn on / off permissions for a particular role. If permission is not listed in the category, it means this action is allowed for anyone.

What is a role?

Role is a set of permissions (actions) that a particular user is allowed to perform within the set team in your organization. Each role may have a different set of permissions to match a certain business goal.

The default roles include:

  • Organization Owner - this role can create and manage all teams and roles.

  • Team Lead - default role in a team that can only use the particular functionality of Reply according to set permissions.

  • Team Member - default role in a team that can only use the particular functionality of Reply according to set permissions.

Organization Owner is marked by a corresponding icon:


  • As an Organization owner, you possess all available permissions including billing. You can also create roles on the organization level and so invite several administrators/ admins to your organization.

  • Once you create a team and configure roles and permissions, you have to invite team members and assign them to corresponding roles.

  • One user can belong to multiple teams and roles correspondingly.

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