Platform objects

Specification Reviewed · not yet fact-checked

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

Team Management vs Organization

Two surfaces manage people, and they are not the same thing. Team Management (profile photo → Team Management) manages the members of a single team — invitations, the Admin/Regular role pair, and per-member statistics. Organization (profile photo → Organization) manages workspaces, the organization-wide user list, and the three-level role catalog. Teams that run outreach for several clients belong in the Organization setup, where each client gets its own workspace with independent prospects, sequences, and templates.

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 Invitees show a Pending status until they accept; an invite can be withdrawn with Cancel invite.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.

Team members. In Team Management → Members, click Invite team member, enter the person's name and email address, and click Invite. They receive an email invitation with a sign-up link. A person who already created a trial account in Reply cannot be invited until support deletes that account. An invitation can be cancelled — and a member removed — from the drop-down menu under the arrow on the right of their row.

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 — prospect flow, communication, and every activity attached to the prospect. Schedules become manageable at the team level, and detailed statistics become visible per team member.

Enabling it requires being the Team owner:

1. Click your profile photo in the bottom-left corner and select Team Management.
2. Go to the Permissions tab.
3. Click Enable management.
4. Choose Public or Private mode.
5. Click Next. A notification confirms Team Edition is enabled.

Reply recommends starting with Public and switching to Private later if needed, so everything can be set up properly first. 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.

Public mode vs Private mode

The mode decides what a regular member sees and can act on. Team owners see everything in both modes.

In both modes the contact sidebar shows the same communication record: every action taken on the prospect by any team member, the sequence the prospect is currently active in plus past sequences, the prospect's status in each sequence, the sequence owner, Opens and Replies metrics, and the emails sent and replies received. That is what makes reassignment safe — when a prospect moves to another member, the full history travels with them.

Changing prospect and sequence ownership

In Public mode, ownership moves without extra conditions. On the People page, select the prospects, click Change owner, pick the new owner, and click Apply. On the Sequences page, hover the sequence, expand the Actions drop-down, click Change owner, pick the new owner, and click Apply.

In Private mode, the team owner must be signed in, and prospect ownership is blocked while the prospect sits in a sequence. Two ways around it: change the sequence owner, in which case every prospect in that sequence changes owner automatically — but all prospects in the sequence must already belong to the same owner — or remove the prospect from the sequence first and then change its owner. The same rule gates the sequence itself: a sequence owner can be changed only when all prospects in it belong to one owner.

Team Management roles

Separate from the organization-level role catalog, a team has two roles assigned from Team Management → Members after the invited member accepts:

Selecting or editing one of these roles only works while Team Edition is disabled. Once Team Edition is on, the mode — Public or Private — governs access instead. An admin switches into a teammate's account by clicking the profile photo in the bottom-left corner and selecting the member from the list of all members.

Mailboxes in a team

Teammates' mailboxes are managed from the Email Accounts section of Settings. A member who is not the Team Owner can view and manage them only in Team Edition Public mode.

By default the list is filtered to mailboxes you own — click the X next to the 1 owner filter to see all of them. To filter by specific people, click All owners, select the owners, and click Apply. Each mailbox then shows its owner's name in a separate column.

For a teammate's mailbox you can click Reconnect to restore the connection, open WarmUp settings to manage warm-up, and remove the account from the three-dot menu with Remove. What you cannot change is someone else's default: a mailbox marked default belongs to that teammate and is used automatically for the sequences they create, and only its owner can change that setting. See Email accounts and Connect a mailbox.

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.

The Members tab in Team Management is the team-level counterpart: it shows each teammate's status and role alongside the total Delivered emails, Open rate, and Reply rate across all teammates' accounts. Clicking a colleague's name opens their profile with detailed reports. Per-member analytics also appear on the Reports pages — see Campaign analytics.

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.
• Removing a team member from Team Management deletes that member's Reply account, and they cannot be added back to the team afterwards.
• With Team Edition enabled, a removed member's contacts, sequences, schedules, templates, and uncompleted tasks pass to the team owner; their completed tasks are deleted permanently.
• With Team Edition disabled, removing a member permanently deletes all data associated with them.
• Changing the owner of a sequence that has already sent at least one email stops further sending until the new owner connects an email account.

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.

Removing a team member

Only the team owner can delete team members. Click the profile photo in the bottom-left corner, select Team Management, open the Members tab, hover over the member, click the three dots, and choose Remove. The action is permanent, cannot be reverted, and the removed member cannot be added back to the team.

What survives depends on Team Edition:

Mailboxes follow their own rule. Email accounts the member connected manually are disconnected and deleted. Mailboxes and domains purchased through Reply — both regular purchased packages and pre-warmed packages — are reassigned to the team owner instead: they stay active and visible under the owner, keep sending and warming up, and are not cancelled at the provider. A pre-warmed package moves intact, all 3 mailboxes plus their domain together and never partially, and the purchased domain stays with the team. After the reassignment the team owner receives a notification stating how many mailboxes and domains were reassigned and which member they came from.

In Team Edition Private mode, check before deleting that the removed member's contacts are not already in the owner's account — the contacts move to the owner during the deletion and cannot exist there twice.

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.
• The two removal surfaces treat mailboxes differently: removing a user from a workspace deletes their connected email accounts, while removing a team member from Team Management deletes only the manually connected ones and reassigns mailboxes and domains purchased through Reply to the team owner.
• Team Edition has to be enabled before a member is deleted for their data to survive — turning it on afterwards does not bring anything back.
• In Private mode a prospect cannot sit in two regular members' sequences at once, so a prospect must leave one member's sequence before entering another's; Public mode allows both at the same time.
• Prospect ownership in Private mode cannot be changed while the prospect is in a sequence — change the sequence owner or remove the prospect from the sequence first.
• In Public mode the team owner can always reassign a prospect or sequence; whether the record's own owner can do the same is stated inconsistently across sources, so use the team owner account if a reassignment is refused.
• A person who already created a trial Reply account cannot be invited to a team until support deletes that trial account.

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.

What is the difference between Public and Private mode?

Public mode shares prospects and sequences with the whole team: any member can create, edit, and delete prospects, add and remove them from sequences, change sequence settings, and change the status of prospects in other members' sequences, and the same prospect can run in several sequences at once. Private mode limits a regular member to the prospects and sequences they own, keeps lists, folders, filters, integrations, and settings private to their creator, and allows only one regular member's sequence per prospect at a time. Templates, schedules, and reports are shared in both.

Which mode should a team start with?

Public. Reply recommends starting there and switching to Private later if more control is needed, so the team can get everything set up first. Private suits teams that need to route prospects deliberately — by inbound or outbound flow, region, segment, or seniority — and teams running account-based outreach where it matters which member contacts which accounts.

What happens when I remove a team member from Team Management?

Their Reply account is deleted and they cannot be added back. With Team Edition enabled, the team owner inherits their contacts, sequences, schedules, templates, and uncompleted tasks, while completed tasks are deleted; manually connected mailboxes are disconnected, but mailboxes and domains purchased through Reply are reassigned to the owner and keep running. With Team Edition disabled, all of the member's data is permanently removed.

Can I manage a teammate's mailbox?

If you are not the team owner, only in Team Edition Public mode. In the Email Accounts section, clear the 1 owner filter to see every mailbox, then reconnect it, open its WarmUp settings, or remove it. A mailbox marked default belongs to its owner — only that teammate can change their own default.

Who can assign the Admin and Regular team roles?

The team account admin, from Team Management → Members, once the invited person has accepted. Selecting or editing those roles works only while Team Edition is disabled; with Team Edition on, Public or Private mode governs access instead.

Related

• Permissions
• Limits
• Tasks
• Contact management
• Contact deduplication
• Email accounts · Connect a mailbox
• Configure account settings

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