Roles and invitations
Everyone who opens your Whence account has a role and a set of rights. You manage them in Settings > Team: who is in the account, what each person can see and change, and on which stores.
The four roles
| Role | Rights |
|---|---|
| Owner | Every right. There is exactly one owner per account. Their row has no buttons (“The owner has every right”). |
| Manager | Everything except billing. |
| Employee | Visits and recordings, no revenue, no customer details (the Session replays right only). |
| Custom | The rights you tick, one by one. |
Picking a role ticks its boxes. Touching a single box switches the role to Custom, and ticking exactly the boxes of Manager or Employee finds that role again. The rights themselves are described in the eight rights.
Step 1: Open the team page
Go to Settings > Team. The Members card lists who can open this account. Each row shows the person’s role (1), their rights (2) and their stores, with an Edit button (3).
Step 2: Enter their email and pick a role
In the Invite someone card, type their Email (1). Pick Manager, Employee or Custom (2), then adjust the boxes under What they can see and What they can change (3).
A role that includes a right you lack is grayed out: “This role includes rights you do not have”.
Step 3: Choose their stores and send
Under Stores, keep All stores, including future ones (the default), or pick Only these stores and tick each store (1). Then click Send invitation (2).
You see “Invitation sent to …”. If the email could not be sent, Whence shows the link so you can share it yourself.
Step 4: Follow the invitation
The invitation is valid for 7 days. Until it is accepted, it sits under Pending invitations with its expiry date and a Cancel button (1).
The person opens the link, then signs in or creates their Whence account with the invited email address. If the link cannot be used, they see one of these:
- “This invitation has expired or was already used. Ask the account owner for a new one.”
- “This invitation was sent to another email address. Sign in with that address.”
- “This account has no free seat left. Ask the account owner.”
When your account is full, sending an invitation answers “Member limit reached.” If you move to a plan with fewer seats, the extra members are paused, not removed: “Paused: your plan covers fewer people. Access comes back with a plan that allows it.”
Step 5: Change or remove someone
Click Edit on a row. Change the role (1), the rights or the stores, then click Save changes (2). Changes apply right away.
Remove asks for confirmation: “They lose access now. Their API keys stop working.” Confirm with Remove access. To leave an account yourself, use Leave this account on your own row. The owner cannot leave or be removed.
You cannot change or remove someone who can see more than you; their buttons are grayed out with “You can’t change someone who can see more than you”. Nobody can change their own rights.
Step 6: Manage Shopify staff
If your store is on Shopify, staff who open Whence from your Shopify admin appear under Shopify staff, with their name, email and when they were last seen.
- The Shopify store owner has every right, on that store only.
- Everyone else starts as Employee. Click Edit (1) to give them more; Billing is never offered to Shopify staff.
- Block (2) stops someone from opening Whence; Unblock lets them back in.
- Changes apply the next time they open Whence.
Shopify staff rights never extend to your other stores. To give someone access to the full Whence app across stores, invite them from Invite someone.
Step 7: Sort your team into groups
The Groups card sorts your team (Marketing, Support, Design or your own name) to filter the member list and to choose who receives reports and alerts. Click New group (1), give it a Name, tick its Members and click Save group.
Someone can be in several groups. Groups do not change what anyone can see.