# Teams & data access

Roles control menus and actions; teams control which conversations and tickets each member can see.

## Two kinds of team

| Type | Handles | Examples |
| --- | --- | --- |
| **Frontline** | Interaction: WhatsApp private chats & groups. | CS Jakarta, CS Surabaya, Night shift |
| **Back Office** | Escalated tickets and modules outside Interaction. | Warehouse, Finance, Technical |

- Every new workspace starts with the **Frontline** and **Back Office** teams. Add, edit, or delete teams in **Users → Teams**.
- A member can belong to several teams, for example one Frontline team and two Back Office teams.
- A team's type is chosen when it is created and cannot be changed.

## Who sees what

| Data | Visible to |
| --- | --- |
| Unassigned conversation | Everyone with access to the Interaction menu (and to its WhatsApp number). |
| Conversation assigned to a Frontline team | Only that team's members. |
| Conversation assigned to a person | Only that person; the other team members no longer see it. |
| Ticket without an assignee | Every member of the ticket's Back Office team. |
| Ticket with an assignee | The assignees, the ticket's creator, and members `@mentioned` in the discussion. |
| Pipeline leads without an owner | All members of the lead's team (the Back Office team that handles its workflow). |
| Pipeline leads with an owner | Only the owner. See [Pipeline](https://onix.sassly.ai/en/docs/pipeline#akses). |
| Contacts & clients | Not limited by team: everyone with access to the Contacts menu (clients also for those with Pipeline access). |
| Segments & broadcasts | Everyone with Broadcast access. Segment members and recipient estimates follow the channel access of the user who calculates them. See [Broadcast](https://onix.sassly.ai/en/docs/broadcast#akses). |
| Knowledge base articles for all teams | Everyone with access to the Knowledge base. |
| Team-only knowledge base articles | Only members of the teams chosen on the article (Frontline or Back Office), plus the Owner, admins, and "Can view all data". See [Team-only articles](https://onix.sassly.ai/en/docs/knowledge-base#team-only-articles). |

The dashboard, search, filters, real-time notifications, and the API follow the same rules: data a member may not see is not counted and cannot be opened through a link. When a conversation you have open is assigned to another team or person, Onix closes it and tells you that your access moved.

## Admins & "Can view all data"

- The **Owner** and members with an **admin role** automatically see every conversation & ticket on every channel, and don't need a team. Default roles flagged as admin: **Supervisor**.
- The **Admin role** flag is set in **Users → Roles**, and only the Owner or an admin can change it.
- Members with other roles **need at least one team**. Tick **Can view all data** when inviting or editing a member who needs to see everything regardless of team; their WhatsApp number access still applies.
- Member managers who can't view all data cannot add themselves to a team (that would widen what they see); ask an admin to do it.

## Assigning

- **Interaction**: pick a Frontline team or a person in the assignment menu. The person must be a member of the conversation's team (admins may have no team). If that person is in only one Frontline team, the team is filled in automatically; if they are in several, choose the team first.
- Moving a conversation to another team releases an assignee who isn't in the new team, so the whole new team sees it again.
- **Tickets**: every ticket needs a Back Office team. Leave the assignee empty so the whole team sees and picks it up; if you set one, choose from that team's members.
- Team members are notified when a conversation or ticket lands in their team without an assignee.

Details are in [Inbox & groups](https://onix.sassly.ai/en/docs/inbox) and [Tickets](https://onix.sassly.ai/en/docs/tiket).

## Deleting a team

A team that still has members, conversations, tickets, or team-only knowledge base articles can only be deleted by choosing a **replacement team** of the same type. Its members, conversations, tickets, and articles move to the replacement, so no data suddenly disappears from the team's view.