Team Management

Last Updated: January 26, 2026

Overview

Effective team management is essential for successful B2B2G operations. This guide covers inviting team members, assigning roles, managing permissions, and configuring security clearances in ThriveSend.

Team management page showing team members and invite button

Understanding Team Structure

Team Roles

ThriveSend B2B2G supports multiple roles with specific permissions:

Role	Permissions	Best For
SERVICE_PROVIDER_ADMIN	Full platform access	Organization owners
ACCOUNT_MANAGER	Client and campaign management	Client relationship managers
CONTENT_CREATOR	Content creation and editing	Designers, copywriters
COMPLIANCE_OFFICER	Compliance monitoring	POPIA compliance specialists
GOVERNMENT_LIAISON	Government client specialist	Government account managers
ANALYST	Analytics and reporting	Data analysts
VIEWER	Read-only access	Stakeholders, contractors

Security Clearance Levels

For government campaign access:

Clearance	Description	Access Level
BASIC	Public data only	PUBLIC classified data
ENHANCED	Confidential data	PUBLIC + CONFIDENTIAL data
CONFIDENTIAL	Restricted data	All data including RESTRICTED

IMPORTANT: Team members can only access government clients/campaigns with matching or lower data classification.

Accessing Team Management

Navigate to Team Section

Log into ThriveSend dashboard
Click Team in the left sidebar
You’ll see the team management page

Team section in sidebar navigation

Viewing Team Members

Team Member List

List of all team members with roles and status

List Columns:

Column	Description
Name	Team member full name
Email	Contact email address
Role	Assigned role(s)
Security Clearance	Clearance level (if applicable)
Status	Active, Pending, Inactive
Last Active	Last login timestamp
Actions	Edit, Deactivate, Remove

Team Member Details

Click on any team member to view full details:

Detailed view of team member information

Details Displayed:

Personal information (name, email, phone)
Current role(s) and permissions
Security clearance level
Assigned clients
Activity history
Performance metrics
Team membership date

Inviting Team Members

Step 1: Start Invitation

Click + Invite Team Member button

Invite team member button location

Step 2: Enter Email and Role

Fill in invitation details:

Team member invitation form

Invitation Fields:

Field	Description	Example	Required
Email Address	Invitee email	john@company.co.za	Yes
Role	Primary role	ACCOUNT_MANAGER	Yes
Security Clearance	Clearance level	ENHANCED	For govt work
Personal Message	Welcome message	”Welcome to our team!”	No

Step 3: Assign Permissions

Configure specific permissions:

Granular permission assignment

Permission Categories:

Category	Permissions
Clients	View, Create, Edit, Delete, Archive
Campaigns	View, Create, Edit, Delete, Approve, Publish
Content	View, Create, Edit, Delete, Approve
Team	View, Invite, Edit, Remove
Analytics	View All, View Own, Export
Settings	View, Edit Organization, Edit Compliance
Billing	View, Manage Subscriptions

Pre-configured Role Permissions:

Roles come with default permissions
Can customize permissions per team member
For compliance: Some permissions cannot be granted without clearance

Step 4: Assign to Clients (Optional)

Assign team member to specific clients:

Client assignment interface

Assignment Options:

Assign to all clients
Assign to specific clients
Assign to business clients only
Assign to government clients with matching clearance

Security Clearance Validation:

Team Member Clearance: ENHANCED
Client Data Classification: CONFIDENTIAL

Result: ❌ Cannot assign (insufficient clearance)
Action: Upgrade clearance or choose different clients

Step 5: Review and Send Invitation

Review invitation details:

Invitation summary before sending

Final Checklist:

✅ Email address correct
✅ Role appropriate for responsibilities
✅ Security clearance assigned (if needed)
✅ Permissions configured correctly
✅ Client assignments appropriate

Click Send Invitation button.

Step 6: Invitation Sent

Success message after sending invitation

What Happens:

Invitation email sent to invitee
Invitation record created in database
Invitation appears in “Pending Invitations” list
Audit log entry created (POPIA compliance)
Admin receives confirmation notification

Invitation Email Contains:

Welcome message
Organization name
Role assigned
Accept invitation link (expires in 7 days)
Getting started information

Invitation Management

Viewing Pending Invitations

List of pending team invitations

Invitation Statuses:

Status	Description	Actions Available
PENDING	Sent, awaiting acceptance	Resend, Cancel
ACCEPTED	Accepted, setting up account	View
EXPIRED	Not accepted within 7 days	Resend
CANCELLED	Cancelled by admin	Delete

Resending Invitations

If invitation wasn’t received:

Find invitation in pending list
Click Resend Invitation
Confirm resend

Resend invitation confirmation

Note: Resending generates new invitation link and extends expiry by 7 days.

Cancelling Invitations

To cancel a pending invitation:

Find invitation in pending list
Click Cancel Invitation
Provide cancellation reason
Confirm cancellation

Cancel invitation dialog

POPIA Note: Cancellation is audit logged with reason.

Accepting Invitations

Invitee Process

When someone receives an invitation:

Receives invitation email
Clicks Accept Invitation link
Redirected to ThriveSend
Creates account (if new user) or signs in (if existing)
Reviews role and permissions
Accepts terms and POPIA consent
Gains access to organization

Invitation acceptance page for invitee

POPIA Consent:

By accepting this invitation, I consent to:
✓ My email and name being stored by the organization
✓ Activity tracking for audit purposes (POPIA compliance)
✓ Data processing in accordance with POPIA regulations
✓ Organization's data protection policies

Managing Team Members

Editing Team Member Details

To update team member information:

Go to team member details
Click Edit Member
Modify information
Save changes

Edit team member form

Editable Fields:

Role assignment
Security clearance (requires justification)
Permissions
Client assignments
Contact information

IMPORTANT: Changing security clearance requires approval for ENHANCED or CONFIDENTIAL levels.

Changing Roles

To change a team member’s role:

Go to team member details
Click Change Role
Select new role
Review permission changes
Provide change reason
Confirm change

Role change dialog with permission impact

Permission Impact:

Current Role: CONTENT_CREATOR
New Role: ACCOUNT_MANAGER

Permission Changes:
+ Can create and manage clients
+ Can approve campaigns
+ Can view all analytics
- Loses direct content editing on approved content

POPIA Note: Role changes are audit logged.

Managing Security Clearances

Requesting Clearance Upgrade

To upgrade a team member’s security clearance:

Go to team member details
Click Request Clearance Upgrade
Select target clearance level
Provide business justification
Upload supporting documentation (if required)
Submit request

Security clearance upgrade request form

Justification Required:

Team member: John Doe
Current clearance: BASIC
Requested clearance: ENHANCED

Justification:
John is being assigned as lead account manager for the
Gauteng Provincial Government account, which requires ENHANCED
clearance to access CONFIDENTIAL campaign data. This assignment
is necessary due to his expertise in government communications
and existing relationship with the client.

Supporting documentation:
- Client assignment approval
- Background check completion certificate
- Security training completion

Clearance Upgrade Approval Process

Security clearance approval workflow

Approval Requirements:

Target Clearance	Approvers Required	Additional Requirements
BASIC	Admin approval	None
ENHANCED	Admin + Compliance Officer	Background check
CONFIDENTIAL	Admin + Compliance + External verification	Full security vetting

Timeline:

BASIC: 1-2 days
ENHANCED: 5-10 days
CONFIDENTIAL: 15-30 days

Deactivating Team Members

To temporarily deactivate a team member:

Go to team member details
Click Deactivate Member
Provide deactivation reason
Choose what to do with their assignments
Confirm deactivation

Deactivate team member dialog

Deactivation Options:

Option	Description
Reassign Work	Transfer clients and campaigns to another team member
Keep Assigned	Keep assignments but revoke access
Unassign All	Remove all assignments

Effects of Deactivation:

❌ Cannot sign in
❌ Removed from active team list
✅ Historical activity preserved
✅ Audit logs maintained
✅ Can be reactivated later

Removing Team Members

To permanently remove a team member:

Go to team member details
Click Remove from Team
Provide removal reason
Choose data handling
Confirm removal

Remove team member confirmation

CRITICAL - POPIA Compliance:

IMPORTANT: Removing a team member has POPIA implications.

Data Retention Options:

1. Retain All Data (RECOMMENDED)
   - Keeps audit logs and activity history
   - Complies with POPIA retention requirements
   - Allows for audit trail continuity

2. Anonymize Personal Data
   - Removes name and email from records
   - Preserves activity under "Former Team Member"
   - Maintains audit trail integrity

3. Delete All Data (NOT RECOMMENDED)
   - May violate POPIA audit requirements
   - Breaks audit trail continuity
   - Only allowed if no government work involved

Recommended: Option 1 (Retain All Data) for POPIA compliance.

Team Permissions

Permission Matrix

Complete permissions by role:

Comprehensive permission matrix showing all roles and permissions

Permission Levels:

Permission	Admin	Account Mgr	Content	Compliance	Liaison	Analyst	Viewer
Manage Team	Full	-	-	-	-	-	-
Manage Clients	Full	Full	View	View	Govt Only	View	View
Manage Campaigns	Full	Full	Create	Approve	Govt Only	View	View
Manage Content	Full	View	Full	Approve	View	View	View
View Analytics	Full	Full	Own	Full	Govt Only	Full	Basic
Export Data	Yes	Yes	No	Yes	Limited	Yes	No
Manage Settings	Yes	No	No	Compliance	No	No	No
Manage Billing	Yes	No	No	No	No	No	No

Custom Permissions

Create custom permission sets:

Go to Team → Permissions
Click Create Custom Permission Set
Name the permission set
Select specific permissions
Save permission set
Assign to team members

Custom permission set creation

Use Cases:

Temporary elevated access
Specialized roles
External contractors
Project-based permissions

Team Collaboration

Team Communication

Built-in team communication features:

Team communication center

Communication Channels:

💬 Direct Messages: One-on-one messaging
👥 Team Channels: Group discussions
📢 Announcements: Organization-wide announcements
🔔 Notifications: System and activity notifications

@Mentions

Tag team members in comments and discussions:

@john-doe Can you review this campaign before we submit for approval?

@compliance-team Please verify POPIA compliance on this content.

@all-team Important: New government branding guidelines available.

Mention Types:

@username - Specific team member
@team-name - Entire team
@all-team - All organization members
@role-name - All members with specific role

Task Assignment

Assign tasks to team members:

Task assignment interface

Task Types:

Campaign review
Content approval
Client follow-up
Compliance check
Report generation

Team Analytics

Team Performance

Monitor team productivity and performance:

Team performance dashboard

Team Metrics:

Metric	Description
Active Members	Currently active team members
Avg Response Time	Average time to respond to tasks
Tasks Completed	Tasks completed in period
Campaigns Created	Campaigns created by team
Content Produced	Content assets created
Approval Rate	% of work approved first time
Client Satisfaction	Avg satisfaction across team’s clients

Individual Performance

View performance metrics for individual team members:

Team member performance metrics

Individual Metrics:

Campaigns managed
Content created
Approval success rate
Client assignments
Task completion rate
Response time
Activity score

Best Practices

Team Management Best Practices

Right Role, Right Person: Assign roles that match skills and responsibilities
Security First: Only grant minimum necessary security clearance
Regular Reviews: Review team permissions quarterly
Clear Communication: Set clear expectations for roles
Onboarding: Provide thorough onboarding for new team members
Training: Provide ongoing training on platform and compliance
Performance Monitoring: Track team performance and provide feedback
Access Control: Regularly audit who has access to what
Offboarding: Follow proper process when team members leave
Documentation: Document all permission changes and reasons

Government Team Best Practices

Clearance Verification: Verify security clearances before government assignments
Need-to-Know: Only grant access to data team members truly need
Background Checks: Conduct background checks for ENHANCED+ clearance
Training: Mandatory government compliance training
Separation of Duties: Don’t combine certain roles (creator + approver)
Audit Trails: Maintain comprehensive audit logs
Review Access: Review government data access monthly
Incident Response: Have plan for security clearance violations

Troubleshooting

Issue: Invitation Not Received

Symptom: Team member didn’t receive invitation email

Solution:

Check spam/junk folder
Verify email address is correct
Resend invitation
Check organization email settings
Try alternative email address
Contact support if persistent

Issue: Cannot Accept Invitation

Symptom: Error when clicking invitation link

Solution:

Check if invitation has expired (7 days)
Request new invitation from admin
Clear browser cookies and cache
Try different browser
Check if email already has account (sign in instead)

Issue: Insufficient Permissions

Symptom: Team member cannot perform expected actions

Solution:

Verify role assignments
Check custom permissions
For government clients: Verify security clearance
Check client-specific access
Contact admin to review permissions

Issue: Security Clearance Request Stuck

Symptom: Clearance upgrade pending for long time

Solution:

Check approval workflow status
Follow up with approvers
Verify all documentation submitted
For CONFIDENTIAL: Background check may take 30 days
Contact compliance officer for status

POPIA Compliance

Team Data Protection

Team member data is protected under POPIA:

Data Stored:

Data	Purpose	Retention
Name & Email	Identification & Communication	Duration + 2 years
Role & Permissions	Access control	Duration + 2 years
Activity Logs	Audit trail	5+ years
Security Clearance	Government compliance	Duration + 5 years
Performance Metrics	Management	Duration + 1 year

Team Member Rights:

Access their personal data
Correct inaccurate information
Request data portability
Understand how data is used
Cannot request deletion if involved in government work (audit requirements)

Audit Logging

All team management activities are logged:

{
  "action": "TEAM_MEMBER_INVITED",
  "timestamp": "2026-01-26T18:00:00Z",
  "userId": "admin_123",
  "invitedEmail": "newmember@example.com",
  "details": {
    "role": "ACCOUNT_MANAGER",
    "securityClearance": "ENHANCED",
    "clientsAssigned": ["client_789"],
    "invitationId": "invite_456"
  },
  "ipAddress": "102.134.xxx.xxx"
}

Logged Activities:

Invitations sent, accepted, cancelled
Role changes
Permission modifications
Security clearance changes
Team member deactivation/removal
Access grants and revocations

What’s Next?

Now that you understand team management, learn about platform settings and compliance:

Recommended Next Steps:

Settings & Compliance - Configure organization settings
Dashboard Overview - Return to dashboard
Viewing Analytics - Monitor team performance

Getting Help

If you need assistance with team management:

Email: support@isutech.co.za
Video Tutorial: Team Management Walkthrough

Previous: ← Viewing Analytics | Next: Settings & Compliance →

Last Updated: January 26, 2026