Team and access

Everyone who signs in to Drop Cowboy® has their own user, and their role decides which parts of the dashboard they can open or change. Teams group users for call routing and shared mailboxes. Support Access and Agency Data Sharing control who outside your account can look inside it.

Invite a teammate

Use this when someone new needs their own login.

1. Open Settings in the left menu, then click Users.
2. Click + (Add User) at the top of the list. A setup wizard opens.
3. On Basics, fill in First Name, Last Name and Email Address. The email is their login username, so use an inbox they check. Click Continue.
4. On Role & Calling Plan, pick a Role (see the next section) and a Calling Plan. Add them to Teams if you use them. Click Continue.
5. On Phone & Dialer, choose the Phone Lines that ring this person. Phone Numbers, Mobile Access and Chat Widget Presence are optional. Click Continue.
6. On Finish, check the summary, then click Send Invite under Give them access. They get an email to set a password and sign in.
7. Click Done.

A new teammate is a new seat on your subscription. Their calling plan shows Pending - not applied until you pay for it. Open their user and click Review & apply in Manage Plan, or click the cart icon at the top of the dashboard. Then finish checkout as in Choose a plan.

If it doesn't work:

• The + button is greyed out. Your account can't add users right now, either because of your plan or because a payment failed. Open Plan & Billing, or see Find out why sending paused.
• Send Invite is greyed out. The email is still a placeholder. Go back to Basics, enter their real email, then send again.
• They never got the email. Open their user and click Resend Invite. Ask them to check spam.
• The list shows Ready to Invite. They already have a login on another account. Click Send Invite to ask them to join this one.

If you don't see Users, ask your account owner for access.

Set what each person can do

Use this to give someone more access, or less. A role decides which screens a person can view or edit. You can't edit roles or build your own, so pick the closest match.

1. Open Settings in the left menu, then click Users.
2. Click the person's name.
3. Under Role, open the menu and pick a role:

1. The new role saves as soon as you pick it.
2. To set what this person can do through connected AI tools, click Run Setup Wizard under Actions. On Role & Calling Plan, pick an option under MCP access. This is separate from their role:
   • Match their role: Admins and the account owner get standard access, Managers get read only, everyone else gets none.
   • None: they can't connect AI tools.
   • Read only: they can read contacts, campaigns and reports, but can't send or change anything.
   • Standard: full access, including sending texts and campaigns.

The account owner always has full access, whatever role they show. A person's Calling Plan is separate from their role, so changing one doesn't change the other.

To connect an AI tool once access is set, see Connect an AI tool.

If it doesn't work:

• Admin is greyed out in the menu. Managers can't make someone an Admin. Ask an Admin or the account owner.
• The role menu is locked. Nobody can change their own role, and a Manager can't change an Admin's role. Ask another Admin or the account owner.

Organize users into teams

Use this when a group of people should share calls or an inbox, such as Sales or Support. A team's member order is who rings first when a phone line rings its team in order. A team can also have its own shared mailbox.

1. Open Settings in the left menu, then click Teams.
2. Click Add. The Create a Team wizard opens.
3. On Name, type a Team Name, then click Continue.
4. On Members, use Add Users to pick each person. Add them in the order they should ring.
5. Click Done.

Open a team to change it later. Quick Actions has Rename, Add Member, Mailboxes and Delete Team. Under Brands, leave it empty to serve every brand. A team tagged with a brand only shows on booking types for that brand.

To point a phone line at the team, see Set up a phone line. To give it a shared address, see Give each person a mailbox.

Allow support access

Use this when our support team asks to look at your account to help with a problem. Support can only get in if someone on your account approves. When support asks, the account owner and every Admin get an email with the reason.

1. Open Settings in the left menu, then click Support Access.
2. Find the row with status Awaiting approval. Check Reason and Requested By.
3. Click Approve to let them in, or Decline to refuse.

How it works:

• Only the account owner or an Admin sees Approve and Decline.
• A request nobody answers within 24 hours expires on its own.
• Approved access lasts a few days, then ends on its own. Expires shows when.
• While access is Active, support can sign in as a user on your account. You get an email each time they do.
• To end it early, click Revoke now, then Revoke Access. Support loses access right away.

Share data with your agency

Use this if a parent agency manages your account and asks to see your data. The Agency Data Sharing card only shows in Settings for accounts with a parent agency. Your agency can always see billing and usage so it can bill you. Everything else stays private until you share it.

1. Open Settings in the left menu, then click Agency Data Sharing.
2. Under Shared data, each type of data shows Shared, Requested or Not shared. The types are Contacts, Calls, Campaigns, Recordings, Messages and Automations.
3. If your agency asked for access, a note lists what it wants. Click Approve requested to share all of it.
4. To share one type, click it, then click Share and its name, for example Share Contacts.
5. To stop sharing one type, click it, then click Revoke.

Revoke all stops all sharing at once, with no confirmation. Your agency loses access to everything except billing and usage.