> ## Documentation Index
> Fetch the complete documentation index at: https://help.avoca.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Inviting your Managers and CSRs

## Overview

Coach allows you to give managers and Customer Service Representatives (CSRs) visibility into call performance.

Managers can review team performance and trends, while CSRs can self-review their own calls for coaching and improvement.

Access is controlled through role-based permissions, ensuring each user only sees what is relevant to them.

## Step 1: Navigate to Members

<Steps>
  <Step>
    Go to **Settings**
  </Step>

  <Step>
    Select **Members**

    This is where you invite new users and manage access levels.

    <Frame>
      <img src="https://mintcdn.com/avoca-hc/i-_uVDrXxv34ooKn/images/coach/image-35.png?fit=max&auto=format&n=i-_uVDrXxv34ooKn&q=85&s=b9be92582aacb51e978dda942daad778" width="562" height="468" data-path="images/coach/image-35.png" />
    </Frame>
  </Step>
</Steps>

## Inviting Managers

Managers typically need visibility into team-level performance and coaching insights.

### How to Invite a Manager

<Steps>
  <Step>
    Enter the manager’s email address
  </Step>

  <Step>
    Select the appropriate access level:

    * **Admin** or **Member**, depending on the level of visibility and control you want to provide
    * See [Settings: Adding Members to the Avoca Dashboard](/Settings-Adding-Members-to-the-Avoca-Dashboard-2f0f2b56d4d580b2a4c4e115a0af92bb)
  </Step>

  <Step>
    Send the invitation

    Managers will be able to log in once they accept the invite.

    <Frame>
      <img src="https://mintcdn.com/avoca-hc/i-_uVDrXxv34ooKn/images/coach/image-36.png?fit=max&auto=format&n=i-_uVDrXxv34ooKn&q=85&s=6dea0af4209a2bc2d2610c63fcc21487" width="2384" height="552" data-path="images/coach/image-36.png" />
    </Frame>
  </Step>
</Steps>

## Inviting CSRs (Agents)

CSRs should be invited with **Agent** access. This role is designed for individual contributors who need visibility into their own calls only.

### How to Invite a CSR

<Steps>
  <Step>
    Enter the CSR’s email address
  </Step>

  <Step>
    Select **Agent** as the access level

    Users invited as **Agents** have the following permissions:

    * View **only their own assigned calls**
    * Listen to **their own call recordings**
    * Cannot view other team members’ calls
    * Cannot edit, reclassify, or modify any data
    * Cannot access team or account-level settings

    This ensures CSRs can self-review without impacting system configuration or other users.
  </Step>

  <Step>
    Link the user to the appropriate ServiceTitan agent profile

    <Tip>
      **Important:** When inviting someone as an Agent, you'll need to **link them to a ServiceTitan agent profile**. This linkage determines which calls they can see:

      * Calls are matched based on the ServiceTitan agent ID
      * Only calls handled by their linked agent profile will be visible
      * If no agent is selected, the system will attempt to match by the user's full name
    </Tip>

    <Frame>
      <img src="https://mintcdn.com/avoca-hc/i-_uVDrXxv34ooKn/images/coach/image-37.png?fit=max&auto=format&n=i-_uVDrXxv34ooKn&q=85&s=f730584d8974496b115c109de802c5ff" width="2378" height="496" data-path="images/coach/image-37.png" />
    </Frame>
  </Step>

  <Step>
    Send the invitation - this will send an email to join the dashboard to the agent’s inbox, where they can then accept the invite
  </Step>
</Steps>