Workspaces, roles and invites
How workspaces isolate data, what each role can do, how to invite teammates and clients, and how to organise an agency with many clients.
A workspace is the boundary of everything in VoiceLens: calls, channels, rubric templates, members, ingest tokens, API keys, webhooks, embeds and alerts all belong to exactly one workspace. Nothing crosses that boundary. A user can belong to several workspaces and switches between them from the workspace menu.
When to create more than one
- Agencies and BPOs: one workspace per client. Each client's calls, rubrics and stakeholders stay separate, and each gets its own embedded dashboard and API keys.
- Regulated groups: one per legal entity or data-residency requirement.
- Large operations: one per business unit whose quality is managed independently.
Do not split by team or by bot within one operation; use channels for that, so the analytics can compare them.
Plans include 1 workspace on Starter, 5 on Pro, 25 on Agency and 50 on Enterprise.
Roles
Roles are additive: each includes everything below it.
| Role | Can |
|---|---|
| Viewer | Open calls, channels, templates and the member list. Read everything, change nothing. Also the role granted to API keys. |
| Member | Upload calls, mark calls as reviewed, confirm or reject faults, create share links, mark golden calls. |
| Admin | Re-evaluate and delete calls; create and edit channels, ingest tokens, templates; manage members and invites; workspace settings; embeds, webhooks, API keys, alerts, test calls; run calibration. |
| Owner | Everything, plus archiving the workspace and billing. |
Give reviewers and coaches Member. Give integration engineers Admin for the time it takes to set up tokens and webhooks, then step them down. Client stakeholders who only need to look should get an embedded dashboard rather than a seat.
Invites
Admins and Owners invite people by email from the Members page, choosing the role at the same time. The invitee receives a link to /auth/accept-invite, valid for 7 days. If they already have a VoiceLens account the workspace is added to it; otherwise they create one during acceptance. Pending invites can be resent or revoked.
Account basics
- Email verification links are valid for 24 hours; password reset links for 2 hours.
- Sessions use short-lived access tokens (15 minutes) refreshed silently for up to 30 days of activity; signing out revokes the refresh token.
- Language, theme and other preferences are per user and follow you across workspaces.
Workspace settings
Owners and Admins can rename the workspace, choose the default rubric template, toggle the weekly digest, manage API keys and see usage. Archiving a workspace (Owner only) hides it and stops all ingestion; it can be restored.
Agency setup checklist
One workspace per client
Name it after the client. Create it from the workspace menu.
Clone or draft a rubric
Start from a preset or an AI draft, then calibrate it with a handful of that client's calls.
Create channels and tokens
One channel per programme or line; one ingest token per integration.
Add your team
Your QA staff as Members, your account lead as Admin.
Give the client a window
An embedded dashboard in your portal with branding removed, plus share links for individual calls when they ask.