How your MuseRelay account is organised: the organisation, its workspaces, who can access each one and with what permissions, and how to move channels, AI agents and chatbots between workspaces.
Organisation and workspaces
- Organisation: your company. It has one plan, one billing and general settings (time zone, language, time format).
- Workspaces: inside the organisation you can have several, for example one per shop, brand, client or department. You switch between them from the panel selector.
- Each workspace has its own things, kept separate: channels, AI agents, website chatbots, calendars, ticket inboxes, contacts and conversations.
What is a workspace for?
To separate businesses or teams that should not be mixed within the same account and the same billing. For example:
- A company with several shops or sites: each one with its own WhatsApp, chatbot, calendar and staff, who only see their own.
- An agency serving several clients: one workspace per client, without them seeing each other’s data.
- Different brands or departments (sales, support) with their own channels and AI agents.
If you have one business and one team, one workspace is enough. The number of workspaces depends on your plan.
Users and roles in each workspace
The organisation owner sees every workspace. Everyone else is a member of each workspace separately, with their own role. The same person can be in several workspaces with different roles: for example, admin in “Madrid Shop” and agent in “Barcelona Shop”. Someone who only belongs to one workspace sees nothing from the others.
| Role | What they can do in the workspace |
|---|---|
| Owner / Admin | Everything: channels, AI agents, chatbots, users and settings. They see every conversation. |
| Supervisor | Sees and handles every conversation in the workspace. |
| Agent | Handles the conversations assigned to them, the ones they collaborate on and the unassigned ones. |
| Read-only | Only sees the conversations they are added to as a collaborator. |
The users of the workspace you are in are managed in Workspaces → Workspace Users: invite someone and change their role. The owner and admins can do it.
What are users for and how many does your plan include?
Users are the people on your team who log in to the panel: they handle the conversations that arrive through your channels and chatbots (the AI replies on its own; users are the people) and set up agents, channels and the rest according to their role.
Your plan includes a number of team users for the whole organisation. Each person counts once even if they are in several workspaces, the owner included, and pending invitations count too. If you reach the limit, you will not be able to invite anyone else until you change plan or remove someone.
Move channels, AI agents and chatbots to another workspace
If you reorganise your account, you can move a channel, an AI agent or a website chatbot to another workspace in the same organisation. It is on each one’s page, button “Move to another workspace”. The owner and admins of both workspaces can do it, and it appears when the organisation has more than one workspace.
- Choose the destination workspace.
- See a summary of what will move before confirming.
- Confirm, and the panel takes you to the destination workspace to see it.
| When moving… | It takes | Stays in the current workspace |
|---|---|---|
| A channel or a website chatbot | All its conversations, with their messages, and the contacts who only talk through that channel or chatbot. | Contacts who also have other conversations or tickets in the current workspace (their conversations from this channel do move). Tickets, in their inbox. |
| An AI agent | Its instructions, knowledge base and handoff departments. | Its calendars and ticket inboxes: they are unlinked and you assign the destination ones. |
- If the channel or chatbot has an AI agent in the current workspace, you choose: move it too (if nothing else uses it), use an agent from the destination workspace, or leave it without AI so your team replies.
- If you move an AI agent that channels or chatbots use, you choose: move them with it, with their conversations, or leave them in the current workspace without AI.
- Labels belong to each workspace: contacts that move lose theirs.
- Every change is logged.
Plans and limits
- Plan limits (workspaces, operators, channels, chatbots, AI agents…) count for the whole organisation, adding up every workspace.
- Conversations handled by your team are unlimited. What is limited is the AI, with credits: see AI credits.
- You can see your plan usage and each month’s activity in Plan and usage.