How do I add, manage, and remove agency users in Kickcall?

Manage the agency user lifecycle in Kickcall: add teammates, choose roles, verify sign-in, update user details, and remove access from the Team page.

Written By Maruf Ansari

Last updated 10 days ago

Give each teammate the access they need, and remove access when it is no longer required. Use Team to add Agency users, review their details, change roles, and delete users. This guide covers the full process, from creating an account to verifying sign-in and managing access.

Team Overview

Team allows Agency administrators to manage agency users and their access. You can add teammates, assign appropriate roles, verify sign-in access, update user details and permissions, and remove users who no longer need access. Roles determine whether users can manage the entire Agency, configure AI Agents, or view information without making changes. Assign roles carefully to ensure each teammate has only the access required for their responsibilities. Only Agency Admins can manage users.

Important notes

No password is required. Kickcall uses OTP-based login: the user enters their email and verifies the one-time code sent to their inbox.
Deletion removes access immediately. The user's session is invalidated, and they lose access to the Agency Portal and any Businesses they were managing.
There is no hard limit on Agency users. Add as many Agency Admins, Agent Builders, and Read Only users as your team needs.

Before you start

Sign in to the Agency Portal as an Agency Admin.
Have the teammate's full name and sign-in email address ready.
If you include a mobile number, have the number and country code ready.
Decide which role matches the teammate's responsibilities, and ensure they can access their email inbox.

Review the Team page

Open Agency Portal → Team. Each row represents one Agency user.

Column	What it shows
Name	The user's display name.
Email	The sign-in email that receives notifications and login OTPs.
Phone	The optional contact number.
Role	Agency Admin, Agent Builder, or Read Only.
Action	The pencil icon for editing and the red trash icon for deletion.

Add an Agency user

Open Team and select + Add Member in the top right. The Add Member side panel opens.

Enter the teammate's Name and Email. Add a Mobile Number with its country code if needed.

Select a Role using the role reference below, then review the email and access level.

Select Add to create the user. They receive a notification email letting them know they have been added.

Configuration reference

Field or Option	Purpose	Required?	Example or Limitation
Name	The teammate's full name, displayed in Team.	Yes	Enter the teammate's full name.
Email	Sign-in identifier and destination for the invitation, notifications, and login codes.	Yes — needed for sign-in	Cannot be changed after creation.
Mobile Number	Contact number.	No	Include the country code.
Role	Controls the user's access.	Product validation required	Select Agency Admin, Agent Builder, or Read Only. No default role is confirmed.

Roles and access

Role	Access	Suitable for
Agency Admin	Full access to the Agency and all Businesses under it. Can manage users and Businesses, configure integrations, edit billing, and change every Agency Portal setting.	Owners and senior operators trusted with full access.
Agent Builder	Access to the Agent module only, to configure AI Agents for Businesses. Cannot make changes elsewhere or see billing, team management, integration pricing, or revenue.	Technical teammates who build and tune Agents.
Read Only	View-only access across the Agency Portal. Can browse and review information but cannot create, edit, delete, or perform actions that modify records.	Non-technical stakeholders, auditors, or accountants who need visibility without changing settings.

Edit a user's details or role

Open Team and select the pencil icon in the user's Action column.

Update the user's name, phone number, or role. You can switch between Agency Admin, Agent Builder, and Read Only at any time; email is not editable.

Complete the edit and return to Team to verify the updated details.

Delete an Agency user

Review the user's name and email in Team to confirm you are removing the correct account.

Select the red trash icon in the user's Action column to remove them from your Agency.

Verify that the user no longer has Agency Portal access. Deletion invalidates their session immediately and removes access to Businesses they were managing.

Troubleshooting

Problem or Symptom	Likely Cause	Solution
An Agent Builder cannot view billing or add users.	These actions are outside the Agent Builder role.	Review the role reference. An Agency Admin can change the role if the teammate genuinely needs full Agency access.
A Read Only user cannot create, edit, or delete records.	Read Only does not allow changes.	Keep this role for viewing information, or have an Agency Admin select a role appropriate to the user's responsibilities.
The user's email cannot be edited.	Email is the fixed sign-in identifier.	Review the deletion warning, then delete the old user and add them again with the correct email.
The user cannot sign in or does not receive the notification or login code.	The email may be incorrect; other delivery causes are not confirmed.	Compare the Team email with the email used at sign-in and confirm the user can access that inbox. Product validation required: Confirm email-delivery troubleshooting and resend options.
Edited details or access do not match the intended role.	The edit completion or active-session behavior needs checking.	Reopen the user with the pencil icon and review the values. Product validation required: Confirm the save control and when changed permissions apply

Frequently Asked Questions

Can I change a user's role after creating them?

Yes. Open Team, select the user's pencil icon, and choose Agency Admin, Agent Builder, or Read Only. You can also update their name and phone number.

Can an Agent Builder change billing or add another user?

No. Agent Builders can configure AI Agents for Businesses in the Agent module only. They cannot access billing, team management, integration pricing, revenue, or change other Agency-wide settings.

Why can't I edit an email, and what happens if I delete the user?

Email is the unique sign-in identifier and cannot be changed after creation. To use a new email, delete the old user and add them again with the new address. Deletion immediately invalidates the user's session and removes access to the Agency Portal and Businesses they were managing.

Is there a limit on how many Agency users I can add?

There is no hard limit. You can add as many Agency Admins, Agent Builders, and Read Only users as your team needs.

My Profile — Update Your Name, Photo and Phone Number
SMTP Setup — Send System Email From Your Own Domain
Audit Trails — Trace Who Did What Across Your Agency

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