PulseText — Administrator Guide

For workspace Owners and Admins. Covers everything an agent cannot do: connecting providers, syncing numbers, managing the team, organising the inbox with tags, reporting, approving access requests, and reading the audit log.

If you're a regular agent, read User Guide instead — most of this won't apply to your day-to-day.

Contents

1. Roles, at a glance
2. First-time setup walkthrough
3. Provider connections (Twilio, Sinch, MessageMedia)
4. Phone numbers — sync, archive, manual add
5. Inviting and managing teammates
6. Number assignments
7. Conversation assignments
8. Tags — workspace-wide labels
9. Templates — workspace vs private
10. Cloud accounts & sharing
11. Access requests
12. Reports dashboard
13. Audit log
14. Workspace policy and best practices
15. What only an Owner can do

1. Roles, at a glance

Every member of a workspace has exactly one role:

Roles are per-workspace — the same user can be OWNER in one workspace and AGENT in another.

2. First-time setup walkthrough

After you sign up (which makes you the Owner) the workspace is empty. Walk through these steps in order:

Step 1 — Connect at least one provider

1. Click the gear icon (bottom-left of sidebar) → Settings.
2. Each provider has its own card with a "Not connected" pill.
3. Fill in the credentials for at least one provider. Field labels are different per provider; see Section 3 for what each one needs.
4. Click Save changes. The save also triggers an immediate sync of your numbers.

The provider's status pill flips to "Connected" and the save bar reports "Saved · synced N numbers".

Step 2 — Sync numbers

After saving credentials, sync runs automatically. To trigger it again later (for example, you bought a new number), click the circular sync icon at the top of the sidebar.

Step 3 — Invite your teammates

See Section 5 below.

Step 4 — Assign agents to numbers

See Section 6 below.

Step 5 — Optionally connect cloud accounts

If your team will attach files from Google Drive, Zoho WorkDrive, or send documents via Zoho Sign, head to Settings → Cloud accounts and connect those accounts. See Section 10.

Step 6 — Optionally set up tags and templates

Tags (Section 8) and templates (Section 9) make agents faster. Create a starter set so the team has something to work with on day one.

You're done — agents can sign in and start handling messages.

3. Provider connections

PulseText supports multiple SMS providers per workspace. You can connect one or many — agents send via whichever number they pick.

What each provider needs

Token-style fields are masked once saved. Type a new value over the masked input to rotate.

Connecting

1. Settings → Credentials.
2. Fill in the fields on the provider's card.
3. Save changes. A sync runs automatically — numbers appear in your sidebar within seconds.

Disconnecting

The Disconnect button on a provider card. Disconnecting:

• Clears the saved credentials.
• Marks every number from that provider as archived (sending disabled). History is preserved.
• Stops any background sync for that provider.

Reconnecting later restores everything — re-saved credentials trigger a fresh sync, and numbers come back to active state.

Sync interval

The Sync section in Settings sets how often background sync runs (default is fine for most workspaces). Manual sync via the sidebar icon and implicit sync on save still run regardless.

4. Phone numbers — sync, archive, manual add

Sync (automatic discovery)

Most providers expose a "list my numbers" endpoint. Sync uses it to pull every active number from your account into the workspace. Sync also:

• Auto-configures the provider so inbound messages route to the dialer (where supported).
• Marks numbers that no longer exist with the provider as archived — sending disabled, history preserved.
• Skips numbers already claimed by a different organization in the system.

Manual add (for providers without auto-discovery)

MessageMedia (and any future provider that doesn't expose a list-numbers API) requires manual registration. On the provider's card in Credentials, the Add number form lets you register one number at a time. Provide:

• The phone number in E.164 format (e.g. +14155551212).
• An optional friendly name.

Once registered, inbound messages on that number flow into your inbox and the number is available for outbound.

Archiving and reactivation

Numbers get archived automatically when sync confirms they no longer exist with the provider. Manually archiving isn't needed — disconnect the provider to archive everything.

Cross-tenant collision

If a number is already claimed by a different organization in the system, sync skips it and increments a "skipped" count. The other organization must release the number, then sync again.

5. Inviting and managing teammates

Settings → Team is the team management page.

Inviting a member

1. Click Invite member.
2. Enter their email and pick a role (AGENT, ADMIN, or OWNER).
3. Click Invite.

What happens:

• If their email is not in the system → the system creates a new user with a temporary password and shows it to you. Copy the password and share it securely with the teammate.
• If their email is already in the system → they're added to this workspace with the chosen role; their existing password still applies.

Changing a role

• Click the role chip on any member row → pick a new role.
• You can't change your own role (there must always be at least one owner).
• You can't demote or remove an Owner unless you're an Owner.

Removing a member

• The trash icon on a member row removes them from this workspace.
• Their messages, contacts, and tags stay; the audit log records who removed them and when.
• Removing a user from a workspace doesn't delete their account globally — they can still belong to other workspaces.

Member roster as read-only

Agents see the team list but with no actions exposed. Useful so they can see who else is on the team without exposing admin controls.

6. Number assignments

By default, every agent sees every active number their admin allows them to. Assignment is the gate.

From the sidebar (quick)

Right-click any number in the sidebar → Manage assignees. A popover lists every team member; toggle the checkbox per member. Saves automatically with optimistic updates.

From the bulk page

Settings → Numbers. Each number is a row with the current assignees as chips. Click a row to expand the assignee picker.

What an agent sees

• Only numbers they're assigned to appear in their sidebar.
• They can request access to any number (Section 11) if their admin doesn't proactively assign them.

7. Conversation assignments

Number assignments determine which numbers an agent can see. Conversation assignments determine which conversations they're on the hook for.

Assigning a conversation

Two ways:

• From the conversation list — right-click a row → Assign… / Reassign….
• From inside the thread — the assignment badge in the header → click → pick a teammate or Unassign.

Filtering

Above the conversation list, three pills: All, Mine, Unassigned. Combine with the tag filter for triage.

Permission rules

• Owners and Admins — assign/unassign anyone.
• Agents — can only claim a conversation for themselves or release one assigned to themselves. They cannot reassign another agent's conversation. The server enforces this; the picker also hides options that would fail.

8. Tags — workspace-wide labels

Tags are coloured labels (like "Hot lead", "VIP", "Spam") agents apply to contacts. They're workspace-wide — every member sees the same set.

Creating tags

Settings → Tags → + New tag:

• Name (up to 60 characters).
• Colour from a 10-swatch palette.
• Live preview shows the chip.

Editing or deleting

The list shows every tag and how many contacts have it. Click Edit to rename / recolour. Delete removes the tag from every contact at once — a confirmation shows the affected count.

Best practices for tags

• Keep the set small — 5–15 tags. Too many and agents stop using them.
• Use action-oriented names ("Needs follow-up", "Booked", "Refund requested") rather than passive ("Important", "Maybe").
• Reserve red for blockers / red flags.

9. Templates — workspace vs private

Templates are reusable message bodies with optional pinned attachments.

Creating workspace templates

Settings → Templates → + New template:

• Name (shown in the picker).
• Body. Use {{link}} to insert a URL the agent supplies at send time.
• Optional pinned attachments (uploaded once; reused on every send of this template).
• Visibility: Private (just you) or Workspace (every member).

Workspace templates are the fastest way to lock down brand voice across your team. Compose once, every agent sends the same way.

Permission rules

• Anyone can create their own private template.
• Anyone can create a workspace template, BUT only the owner of that template (or an admin) can edit / delete it.
• Admins can edit / delete any workspace template.

10. Cloud accounts & sharing

Settings → Cloud accounts lists Google Drive, Zoho WorkDrive, and Zoho Sign connections. Each connection is per-user but can be shared with teammates so they can pick from the same files.

Connecting

Click Connect Google Drive / Connect Zoho Drive / Connect Zoho Sign. A popup walks you through signing in to that service. After it closes, the connection appears under Your accounts.

Sharing a connection

Click Share on one of your connections. Pick a teammate from the dropdown. Their picker now shows your connection alongside their own (using your stored token to fetch files).

Disconnecting

The plug icon on a connection. Disconnecting:

• Clears the stored token.
• Removes the connection from every teammate it was shared with.
• Files already attached to past messages remain available.

Why each integration

Note for Zoho Sign

After connecting Zoho Sign, disconnect and reconnect if you ever upgrade the integration's scopes (e.g. enabling the Builder tab). The connection remembers what scopes were granted at connect time; new features may need new scopes.

11. Access requests

Agents who don't have access to a number they need can request it through the inbox. Admins approve or deny in Settings → Access requests.

Workflow

1. Agent goes to Settings → Access requests → picks a number from the dropdown → optionally adds a message → submits.
2. Admins see the request appear in the same page (and as an audit log event).
3. Admin clicks Approve (which adds the agent to the number's assignees) or Deny (with an optional reason).

Best practices

• Reply to denied requests with a quick note so the agent knows why and what to do instead.
• For onboarding, pre-assign agents at invite time so they don't have to file requests on day one.

12. Reports dashboard

Settings → Reports (Admins / Owners only).

Pick a date range with the preset pills — Last 7 days, Last 30 days, Last 90 days. The page reloads instantly; cached ranges open offline-instant on revisit.

What's shown

• KPI cards:
  • Total messages (with inbound/outbound split).
  • Unique contacts and active numbers.
  • Active agents (anyone who sent at least one message).
  • Failed messages (with failure rate).
• Daily volume chart — stacked bar per day showing inbound vs outbound. Hover any bar for the exact counts.
• Top agents — your most active outbound senders.
• Top numbers — busiest lines (inbound + outbound).
• Top tags — most-used labels in your workspace, by contact count.

How to use

• Capacity planning — daily volume + active agents shows whether you need to hire.
• Quality check — failed messages > 1% sustained means a number / route problem worth investigating.
• Agent performance — top agents by volume; pair with tag outcomes to see who closes deals fastest.

Reports show data for the active workspace only. Switching workspaces refreshes everything.

13. Audit log

Settings → Audit log (Admins / Owners only).

Every workspace event lands here:

• Sign-ins and sign-outs.
• User invited, removed, role changed.
• Provider connected, disconnected.
• Number access requested, approved, denied.
• Workspace switched.
• Embed-SSO launches (when an embedder posts to your workspace).
• Number assignments changed.
• Outbound message sent (high-volume — usually filtered out unless you're investigating a specific incident).

Filtering

• Type dropdown — narrow to a specific event class.
• Date — pick a window.
• Search — match an email, number, or message id.

Use cases

• "Who deactivated this number?" — find the PROVIDER_DISCONNECTED or NUMBERS_ASSIGNED event.
• "Why is X agent missing from the team?" — USER_REMOVED with the actor + timestamp.
• Compliance — export the log for legal / regulatory review.

14. Workspace policy and best practices

Naming

• Workspace name should match how your team refers to itself (legal entity, brand, or department). It's shown in every member's sidebar.
• Friendly names on numbers ("Sales – East", "Support EU") are shown to agents; raw E.164 is hidden behind the friendly name.

Onboarding new agents

1. Invite them with the right role first time around.
2. Pre-assign them to the numbers they'll work.
3. Tell them to:
   • Bookmark the app URL.
   • Turn on Sound on inbound if they want audible alerts.
   • Set their theme to whatever's most readable for them.
4. Add at least one workspace template so they have somewhere to start.

Offboarding

• Remove them from Settings → Team. Everything they sent remains; their attribution stays in audit log + message bubbles.
• Their cloud account shares are auto-revoked.
• If they had OWNER role, demote first or transfer ownership to another member.

Multi-org users

Power users (agency owners, support managers, consultants) often belong to multiple workspaces. Switching is one click in the account menu. Data + sockets refresh; nothing carries between workspaces.

15. What only an Owner can do

• Demote or remove another Owner. (Admins can't.)
• Disconnect a provider that has historic messages (admins can too — but the audit trail records who).
• Delete the workspace itself (out of scope for PulseText; talk to your platform support).

Otherwise OWNER and ADMIN have the same functional power. The distinction exists so a single founder/owner can't be locked out of their own workspace by a rogue admin.

That's the admin surface end to end. For agent-side walkthroughs see User Guide; for "something's not working" see Help Guide.