How Do You Add Team Members and Set Their Roles and Working Hours?

Manage team members, assign roles, and document working hours in Kickcall

Written By Maruf Ansari

Last updated About 2 hours ago

Team is where you manage every person in your Business — the people who log in to the Business Portal and the staff your AI Agent can reach during a call. Team and Operators are now one place: each member has a Role that decides whether they can use the platform, and a Schedule that decides when the AI Agent can transfer calls to them.

Team Overview

The Team page in the Business Portal allows you to manage team members who the AI agent can contact during calls. Team members can receive warm or cold call transfers, call summary emails, and SMS notifications based on the conversation context. Each member acts as a human extension that the AI agent can reach when a caller needs assistance from a real person. You can configure each member’s role, contact details, telephony settings, and working hours to ensure calls and notifications are directed to the right person when they are available.
This guide is intended for Business users who manage staff, access, and call transfers.

The Agent Uses Team Members For

Call transfer: Connects a caller to the appropriate staff member.
Send Email: Sends the call summary to the team member’s email address.
Send SMS: Notifies the Team member(Operator) by SMS based on the call context.

Team members are business-wide. They are not limited to a single location.

Important notes

Member hours are different from general business or location hours.
Team members are business-wide and may support multiple call-routing workflows.
Some Team members(Operators) may sync automatically from the connected telephony system or PBX.
If a synced Operator or extension is incorrect or missing, contact the Agency or telephony administrator that manages the connection.
Confirm the phone number, extension, or SIP URI before testing live transfers.

Roles

Every member must have a role. The role defines their access and permissions within the Business. It does not change how the AI Agent behaves.

Role	Platform Access	Typical Use
Business Admin	Yes — across the whole Business	Owners and managers who configure the Business.
Location Admin	Yes — scoped to their assigned location(s)	Managers who run a single office or branch.
Operator (No Platform Access)	No — cannot log in	Staff who only receive transfers, emails or SMS from the AI Agent.

Every role, including Business Admin and Location Admin, can still be a transfer, email or SMS target for the AI Agent.

Team list

Open the Business Portal and go to Team. You will see every member with:

Name, Email and Phone number.
Telephony binding — how calls reach them: Extension, SIP URI or Phone. Members synced from your telephony system also show the provider (for example, NetSapiens).
Role — Business Admin, Location Admin or Operator.
Office Hours — expand to see the weekly Schedule and Breaks for each day.
⋮ menu — actions for that member.

Before you add a team member:

Make sure you have:

The Member’s(Operator’s) name and contact details, correct phone number, extension number, or SIP URI.
The Member’s(Operator’s) working hours and breaks & The Member’s upcoming off days.
Access to the relevant telephony or Agency contact if the Member(Operator) is synced automatically.

Add a Team member

Go to Team and click + Add Member.

Enter a Name, Email, Phone Number (Use a different number from the one assigned to your AI Agent), Extension Number

For Businesses in USA: Tick the SMS consent checkbox to confirm the member is authorized to receive automated, transactional SMS notifications at this number. They can reply STOP to opt out or HELP for help.

Select a Role: Business Admin, Location Admin or Operator (No Platform Access).

Optionally add a Main Line Number and/or an Extension Number (internal extension) and/or a SIP URI (for SIP-based routing).

Under Schedule → Working Hours, set each day to Open or Closed, choose the start and end time, and use Add Breaks for unavailable periods. Use the copy icon to apply one day's hours to others.

Add team member's working hours for call transfer

Under Schedule → Off Days, add specific dates the member is unavailable (vacation, leave, etc.)

Save the member.

Note: Depending on your telephony provider, some members may sync automatically from your telephony system (for example, extensions imported from your PBX). If anything looks wrong or missing in that sync, contact your Agency — they manage the telephony connection.

Configuration reference

Field or Option	Purpose	Example or Limitation
Name	How the member appears in the list and to the AI Agent.	Dr. Sarah Lee
Email	Used for Send Email actions.	Needed if the member should receive call summaries.
Role	Controls platform access and permissions.	Does not change AI Agent behavior.
Phone Number	Used for transfers and SMS.	Must not be the AI Agent's number.
SMS consent	Confirms the member agrees to automated, transactional SMS.	Members can reply STOP to opt out or HELP for help.
Extension Number	Internal extension for routing.	101
SIP URI	SIP-based routing address.	Used when your phone system routes over SIP.
Working Hours	When the member can receive transfers.	Set per day, with optional Breaks.
Off Days	Specific dates the member is unavailable.	Vacation, leave, holidays.

Why working hours matter

Before the AI Agent transfers a call, it checks the member's schedule for that day and time:

If the member is available → the AI Agent connects the call.
If the request is outside their hours, during a Break or on an Off Day → the AI Agent tells the caller the team is not available at the moment and does not connect a human.

Note: Wrong or missing working hours are one of the most common reasons callers are told no one is available — even when the Business is open.

Verify the result

The new member appears in the Team list with the correct role and telephony binding.
Expanding Office Hours shows the expected Schedule and Breaks.
Business Admins and Location Admins can sign in; Operators cannot.

Troubleshooting

Problem or Symptom	Likely Cause	Solution
Callers hear "no one is available" during business hours	Working Hours, Breaks or Off Days are wrong or missing.	Correct the member's schedule, then run a test transfer.
Transfer comes back to the AI Agent	The member's number is the AI Agent's number.	Enter the member's own direct number.
A synced extension is missing or wrong	Issue with the telephony sync.	Contact your Agency to review the telephony connection.
Member doesn't receive SMS	SMS consent not ticked, wrong number, or the member replied STOP.	Check the consent box and number. Product validation required: Confirm how to restore SMS after a STOP reply.
Member doesn't receive call summaries	No email added.	Add the member's email and save.
Member can't sign in	Role is Operator (No Platform Access).	Change the role to Business Admin or Location Admin.

Recovery or rollback

Edit the member from the ⋮ menu to correct contact details, role or schedule, then run a test transfer.
For synced members, ask your Agency to fix the source record rather than editing it locally.

Frequently Asked Questions

Does the role change how the AI Agent treats the member?

No. The role only controls platform access. The AI Agent can transfer to, email or text any member based on their contact details and schedule.

Why can't I use the AI Agent's phone number for a member?

Transferring to the AI Agent's own number sends the caller back to the AI Agent instead of a person. Use the member's own direct number.

Are member hours the same as Location hours?

No. Location hours describe when the Business is open. Member hours describe when a specific person is reachable. Both are checked separately.

Who fixes problems with synced members?

Your Agency. They manage the telephony connection that imports extensions into Team.

Locations — Set Time Zones, Hours and Addresses
Telephony Overview
Call Logs — Review Recordings, Transcripts and Call Details
Call Forwarding

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