Platform objects

Workspaces and roles

Specification Reviewed · not yet fact-checked Checked against sources 2026-08-03

Every Reply account is an organization containing workspaces — isolated groups with their own users, data, and roles. The organization owner is permanent, belongs to every workspace, and cannot be removed. Roles exist at organization, team-wide, and workspace levels. Team Edition adds shared prospects and sequences in Public or Private mode.

At a glance

Definition

An organization is the top-level container of a Reply account. It holds workspaces — separate groups for individual clients, teams, or projects, each with its own users, roles, settings, and data — and the users invited into them. Roles define what actions users can take; permissions determine which features and data they can access. Team Edition is the collaboration layer inside a team: it merges prospects, sequences, schedules, and templates across members, in either Public or Private mode.

Purpose

Organizations are designed for teams and agencies that manage outreach for multiple clients: separate workspaces keep each client's prospects, sequences, and templates independent, while roles and permissions control visibility and access from a single account.

Relationships

Creation

Workspaces. Click New workspace in the Workspaces tab, enter a name, and click Create; a logo can be added and the workspace renamed later. Before the first non-default workspace is created, a one-time Choose Your Billing Model modal appears: Organization Billing (all workspaces billed under a single organization plan) or Per Workspace Billing (each workspace billed individually). The choice is permanent, applies to all future workspaces — including ones created after deleting all previous ones — and the prompt appears only once. Agency accounts are pre-assigned Organization Billing and never see the modal.

Users. Click Invite user (Users tab) or + Invite next to a workspace, enter one or more email addresses separated by commas, and assign a workspace and role — both are required. Invitees show a Pending status until they accept; an invite can be withdrawn with Cancel invite. A user with a standalone solo trial account cannot be invited until Reply support deletes that trial account.

Cross-organization invitations. Inviting an email address that already belongs to a user in another organization triggers a joining flow instead of registration: the user logs in with their existing credentials and chooses Accept & Join or Decline. After accepting, they belong to both organizations simultaneously, permissions apply independently per organization, data stays isolated per workspace, and the workspace switcher in the Profile menu groups workspaces by organization.

Roles. In the Roles & Permissions tab, click the + icon next to the section (Organization Roles, Team-wide Roles, or a workspace under Workspace Roles), name the role, click Create, then enable or disable permissions and click Save. Roles are assigned to users from the Users tab.

Lifecycle and states

Each organization starts with a Default Team and three roles: Organization Owner (full access to everything, including team creation, role management, and billing), Team Lead (manages team activities and members per assigned permissions), and Team Member (limited access focused on operational tasks). Users move from Pending to active on accepting an invitation. The organization-owner role is permanent: it is assigned automatically to the account creator, there is only one per organization, and the only way to remove it is to delete the organization with all teams and members.

Configuration

Role levels

The full permission catalogs for each level are maintained on one page — Permissions — and are not duplicated here. Workspace roles cannot manage organization-level permissions unless the user also holds an Organization Role.

Team Edition

Team Edition merges contacts, sequences, schedules, and templates of all team members into unified lists, merges duplicate prospects and duplicate blacklists (the blacklist then works across the team), and enables collaboration at the prospect level. Enabling it requires being the Team owner: Team Management → Permissions → Enable management, choose Public or Private mode, then Next. Reply recommends starting with Public and switching to Private later if needed. Once enabled, Team Edition cannot be reverted.

With Team Edition on, account-based sales becomes available: turning on Pause all contacts from the same organization on reply (Settings → Contacts → Contact handling) automatically pauses all contacts sharing the business domain of a contact who replied.

Seats

Each seat covers one connected account or feature at a time; accounts can be disconnected and reconnected without affecting billing as long as the seat limit is respected, and multiple team members can share the same mailbox seat. Changing the number of team members automatically adjusts the included mailbox, LinkedIn, and warm-up seats per the plan — except on the Email Volume plan, where the mailbox count follows the active contacts tier, not the user count. Pre-warmed mailboxes do not occupy mailbox seats but do count against the plan's email account limit. Seat and account numbers per plan: Limits.

Under Roles & Permissions billing models, seat limits scope differently:

Processing behavior

The Users tab lists everyone in the organization with search, a workspace filter, and an organization-role filter (multi-select, including a None option for users without an organization role; roles combine with OR, and the role filter combines with the workspace filter with AND). Pending invitations appear only in the fully unfiltered view — applying any role filter, including None, hides them. Quick copy actions support tickets and API calls: Copy team ID from the workspace menu, Copy user ID from a member's menu (not available for pending invites), and a copy icon next to each member's email. A user's role is changed by clicking their current role and picking a new one.

Side effects

• Removing a user from a workspace transfers their contacts, sequences, schedules, unfinished tasks, and templates to the organization owner in the same team; their connected email accounts and completed tasks are deleted permanently. The process cannot be undone, and for large accounts it can take several days (shown as a Pending status).
• Enabling Team Edition merges the contacts, sequences, schedules, and templates of all team members — and cannot be reverted.
• The billing model chosen at the first non-default workspace binds every future workspace.
• Deleting a workspace deletes all of its data — sequences, contacts, templates.

Limits

Deletion behavior

A workspace is deleted from its three-dot menu (Delete workspace, then typing DELETE to confirm) — but only after every user except the organization owner has been removed from it; until then the Delete button is unavailable. Deletion is permanent and removes all related data. Users cannot be deleted from the Users tab; they are removed per workspace from the Workspaces tab (Remove from the client, confirmed by typing DELETE), with the data-transfer side effects described above. The organization itself can be deleted, which is also the only way to remove the organization-owner role.

Edge cases

• A user can hold different roles in different workspaces, and belong to multiple organizations with a single username and password — an Owner in one can be a regular member in another.
• Declining a cross-organization invitation explicitly rejects it, preventing accidental cross-organization access from an unintended click.
• Pending invitations disappear from the Users tab as soon as any role filter is applied, even the None filter.
• On the Email Volume plan, adding team members does not increase the mailbox limit — only a higher active contacts tier does.
• The organization owner appears in every workspace and cannot be removed from any of them.

FAQ

Can the organization owner be changed?

No. Each organization has exactly one owner, assigned automatically at account creation. The role cannot be transferred or removed — the only way to remove it is deleting the organization along with all teams and members.

Can Team Edition be turned off after enabling it?

No. Enabling Team Edition merges contacts, sequences, schedules, and templates across the team and cannot be reverted. Reply recommends starting in Public mode and switching to Private later if more control is needed.

What is the difference between Team-wide and Workspace roles?

A Team-wide Role applies one permission set across multiple workspaces at once — editing it updates every workspace using it. A Workspace Role exists in a single workspace and changes there never affect others. Both share the same permission categories — see Permissions.

What happens to a user's data when they are removed from a workspace?

Their contacts, sequences, schedules, unfinished tasks, and templates transfer to the organization owner in the same team; connected email accounts and completed tasks are deleted permanently. This cannot be undone and can take several days for large accounts.

Do workspaces share any data?

No — contacts, sequences, and email accounts are isolated per workspace, including for users who belong to several workspaces or organizations. Within a single team, Team Edition shares data according to its mode, and the team blacklist works across the team.

Related

• Permissions
• Limits
• Tasks
• Contact management
• Contact deduplication
• Email accounts

Build with Reply

• REST API: docs.reply.io — the source of truth for the current API surface
• MCP: agents.reply.io/mcp — agents look up team members and reassign contact ownership within a workspace