Teams & users

Users are the people in your Pilla account who can log in. You invite them by email, give them a role, and add them to one or more teams. They show up on workflow runs, chats, and dashboards based on the teams they belong to.

What a user is

A user is anyone with login access to your Pilla account. Every user has a name, an email, a role (Staff, Manager, or Admin), and at least one team. Their role controls what they can do across the app, and their teams control what they can see.

Users are tied to a single Pilla account. They cannot be moved between accounts, so if someone leaves and joins a new business that also uses Pilla, they will need a new invite there.

Opening the Users screen on the web

The Users screen is where managers and admins add, edit, and remove people. You reach it from the Dashboard.

1. Go to the Dashboard.
2. Find the small card that shows your user count, for example 5 users (it has a person icon).
3. Click the card to open the Users screen.

The card only appears for managers and admins. Admins see every user in the account. Managers see only the users in the teams they belong to.

Inviting a new user on the web

You add new users from the Users screen.

1. Open the Users screen.
2. Tap New user (the dark button with a plus icon, in the top right).
3. Fill in the user details in the side panel that slides in (see fields below).
4. Tap Save in the top right of the panel.

• Name (text, required) -- the person's full name. Shown everywhere they appear in Pilla.
• Email (email, required) -- their login address. Must be unique across your Pilla account.
• Role (dropdown, required) -- tap the box reading Select role and pick Staff, Manager, or Admin. See the Roles and permissions doc for what each role can do.
• Teams (picker, required) -- tap the box reading Select teams and tick each team they should belong to. Pick at least one.

The Save button stays greyed out until all four fields are filled in. When you tap it, the panel closes and Pilla creates the user, generates a password, and emails them a welcome message with their login details. A "User Created" message confirms it worked.

Editing a user on the web

You can change a user's name, email, role, or team memberships any time.

1. Open the Users screen.
2. Tap the user's row (or tap the three-dot icon on the right of the row and pick Edit user).
3. Update any field in the Edit user side panel.
4. Tap Save in the top right of the panel.

Role changes take effect as soon as the person's app refreshes. If you change someone from Manager to Staff, they lose manager features right away. Changing the email also changes the address they log in with.

Removing a user on the web

Removing a user stops them logging in but keeps their history. Pilla calls this deleting the user.

1. Open the Users screen.
2. Tap the three-dot icon on the right of the user's row.
3. Pick Delete user (shown in red).
4. In the popup headed Delete user?, tap Delete (the red button) to confirm. Tap Cancel to back out.

The user disappears from the list and can no longer log in. Their past workflow runs, messages, and other history stay in your records. Their email address is freed up, so you can reuse it for a new invite later.

Deleting several users at once on the web

When you have more than one person to remove, you can delete them together.

1. Open the Users screen.
2. Tick the checkbox on the left of each row you want to remove. Tick the box in the header to select everyone on the page.
3. Once two or more rows are ticked, tap the three-dot icon on any selected row and pick Delete {count} users (shown in red).
4. In the popup, tap the red Delete {count} users button to confirm, or tap Cancel to back out.

You cannot delete your own account in a bulk action. If your own row is among those selected, Pilla skips it and removes the rest.

Importing many users at once on the web

If you are setting up a lot of people, import them in one go instead of adding them one by one.

1. Open the Users screen.
2. Tap Import (the button with an upload icon, next to New user).
3. Fill in a row for each person: Name, Email, Role, and Teams. Every field is required.
4. Tap Add Row to add another person. You can import up to 500 users at a time.
5. Tap Import in the top right. The button shows how many valid rows it will bring in, for example Import (12).

The import runs in the background and you get an email with the results when it finishes. Rows with errors are flagged in red as you type, and the Import button stays greyed out until at least one complete, error-free row is ready.

Resending an invitation

Pilla does not yet have a one-click "resend invite" button. If someone never got their welcome email, the simplest fix is to remove them and invite them again.

1. Open the Users screen and find the user.
2. Tap the three-dot icon and pick Delete user, then confirm.
3. Tap New user and invite them again with the same email.

Removing the user frees their email address, so the new invite can reuse it. A fresh password and welcome email are generated. Ask them to check their spam folder first before you go through this.

Managing users on the mobile app

Only admins can add, edit, and remove users from the mobile app, and only when an admin has switched on the matching setting (see Settings). Managers and staff do not see the option. The fields match the web app, but you pick teams from a popup with tick-boxes.

1. Open the menu and tap Add/Edit Users to open the Users screen.
2. Tap New in the top right to add someone, or tap the three-dot icon on a user's row to edit or delete them.
3. On the Add User or Edit User screen, fill in Name, Email, Role, and Teams. Tap the Teams box to open a popup, tick each team, then tap Done.
4. Tap Save in the top right.

To delete a user on mobile, tap the three-dot icon on the user's row, pick Delete user from the menu (which is headed with the person's name), then tap Delete in the Delete user? popup. A "User deleted" message confirms it.

Filtering the users list on the web

The Users screen has filters across the top to help you find the right person.

• All Teams -- pick one or more teams. The list narrows to people in those teams.
• All Roles -- pick Staff, Manager, or Admin. Only matching users show.
• Search users... -- type any part of a name, email, or job title. Matches show as you type.

The filters stack, so you can combine all three. As a manager, you only ever see users in the teams you belong to, even when the team filter is empty.

Tips

• Use real email addresses. Pilla emails a welcome message with login details to the address you enter.
• Start people as Staff. You can always promote them to Manager or Admin later.
• Add people to every team they belong to. Their workflow runs, chats, and dashboards all filter by team.
• Remove leavers promptly. It stops them logging in and frees their email for reuse.
• Email must be unique among active users. If you see a "user with this email address already exists" message, the address is in use by someone who is still active on your account. Deleting that user frees the email.
• The mobile menu items for managing users, teams, and settings are admin-only and each can be switched off per account. If you cannot find Add/Edit Users on mobile, an admin may have hidden it, or you may not be an admin. The Users screen on the web app is the reliable place to manage people.

Pilla has three roles: Staff, Manager, and Admin. Each user picks up one role when you invite them, and the role controls what they can see and do across the web and mobile apps. Visibility is also limited by which teams a user belongs to.

The three roles

Every Pilla user has exactly one role.

• Staff -- the default role. People who run workflows and send messages on mobile.
• Manager -- everything Staff can do, plus the ability to build workflow templates on the web app, see the dashboard, manage teams and users on the web app, and connect integrations for the teams they belong to.
• Admin -- everything Manager can do, plus full account-wide visibility, the ability to manage teams, users and settings on both the web app and mobile, and the account settings screen.

The more senior the role, the bigger the surface they see. Most people in your account will be Staff. Building and managing the account happens on the web app; mobile is where people run their workflows day to day.

What each role can do

This is a feature-by-feature summary. "Yes" means the person can do it. "Their teams" means they can only do it for teams they belong to. "Yes (account)" means they can do it across every team in the account. Where a row differs between the web app and mobile, that is called out in the table.

A few specific behaviours worth knowing:

• Resetting and reopening a run work differently on web and mobile. On the web app the only run-level command is Reset this workflow run, and it is Manager and Admin only, so Staff cannot reset a run there. There is no reopen command on the web app. On mobile, a staff member opens a work run's menu and sees both Reset this workflow run and Reopen this workflow run, and any role can use them, as long as an Admin has left those actions switched on in settings and the run is still inside the reset window.
• Managers and Admins join the "All Managers" Poppi group chat automatically when you invite them.
• Admins also join the "All Admins" Poppi group chat.
• Managing teams and users is the main difference between web and mobile. On the web app, Managers and Admins can do it. On mobile, only Admins see the Add/Edit Users and Add/Edit Teams menu items, so only Admins can manage teams and users there.
• The account settings screen is Admin only. On the web app the Settings gear in the top right only shows for Admins; on mobile the Adjust Settings menu item only shows for Admins.
• Bulk import lives inside the Teams and Users screens on the web app and is not on mobile. A Manager can open an import table, but the import is turned down when they tap Import -- only Admins can finish one.
• On the dashboard, Staff are sent straight to their workflow runs. They never see the workflow templates, teams, or users cards.

How team visibility works

On top of the role, Pilla limits what a user sees to the teams they belong to. The rule is simple:

• Staff and Managers only see data for teams they are a member of. They do not see other teams' workflow runs, users, or chats.
• Admins see every team in the account by default. They can voluntarily filter down using the team picker.

So a Manager who only belongs to "Kitchen Manchester" will only see workflow runs, users, and dashboards for that one team, even though their role lets them create new workflow templates and edit users in that team. If you want a Manager to see a team's data, add them to that team.

This applies to Admins too if they want fine-grained scoping. If you are an Admin and want to see only your home location, add yourself to that one team and the filters will narrow.

How to change someone's role

You change a role by editing the user. On the web app, Managers and Admins can do this; on mobile, only Admins can. The full steps are in the Managing users doc.

1. Open the Users screen. On the web app this is the Users card on the dashboard. On mobile, Admins open it from the Add/Edit Users menu item.
2. Tap the user's row (or tap the three-dot icon on the right of the row and pick Edit user).
3. In the Edit user side panel, tap the box reading Select role and pick Staff, Manager, or Admin.
4. Tap Save in the top right of the panel.

The new role takes effect the next time their app refreshes. If you demote a Manager to Staff, they lose access to the manager features straight away.

Who can see who completed each step

When someone finishes a workflow step, Pilla can show a "Completed by {name}" line with the time on that step. Admins always see this. Whether Staff and Managers see it is controlled by two account settings, so you can keep completion names visible to everyone or limit them.

• Should staff see who has completed workflow steps? -- turn this on to let Staff see the completer's name and time on each finished step.
• Should managers see who has completed workflow steps? -- turn this on to let Managers see the same.

Both toggles live on the account settings screen, which is Admin only. If a checklist was ticked by more than one person, the step shows "{N} people" instead of a single name, and anyone who can see the line can tap it for a per-item breakdown.

Tips

• Default to Staff. Most people only need to run workflows and send messages, and you can promote them later.
• Promote one or two Admins per account. Admins have full account access, including the settings screen and bulk import, so keep the list small.
• Managers are the right role for people who build workflow templates and look after teams on the web app but do not need the account settings screen.
• If you need someone to manage teams and users from a phone, they must be an Admin. Managers can only do that on the web app.
• Add Admins to teams if they want narrower views. By default they see every team, which can be noisy in a big account.
• Role changes are immediate. There is no "pending" state, so double-check before changing someone from Admin to Staff.

When you are setting up a new Pilla account or onboarding a new location, you can add lots of teams or users at once instead of typing them in one by one. Bulk import is web only. The import runs inside the Teams and Users screens, and only Admins can complete one.

When to use bulk import

The one-by-one New team and New user side panels are great for the occasional new hire. Bulk import is better when you have a lot to add at once.

Reach for bulk import when you are:

• Setting up a brand-new Pilla account.
• Bringing a new location or department online.
• Migrating from a spreadsheet, another tool, or paper records.
• Adding a batch of seasonal staff at the start of a busy period.

You can paste or type up to 500 rows in a single import. If you have more than that, run several imports in turn. Bulk import is Admin only. If you are a Manager you can open the import table, but the import will be turned down when you tap Import.

Importing teams in bulk

Bulk team import runs entirely in your browser, with no separate file upload. You enter the rows directly in a table that takes over the Teams screen.

1. On the Teams screen, tap Import (the button with the upload arrow, next to New team near the top).
2. The import table opens with one empty row.
3. Fill in Name and Address for each team, one row per team.
4. Tap Add Row to add another row, or tap the X on the right of a row to remove it.
5. When the rows look right, tap Import in the top right of the table.

• Name (text, required) -- the team's name. Same rules as creating a single team.
• Address (address, required) -- start typing and pick a suggestion from the autocomplete. The placeholder reads "Start typing an address...". Addresses under 10 characters get an amber warning that they may not geocode cleanly.

The Import button at the top right shows a count of how many rows are ready, for example "Import (12)". It stays greyed out until at least one complete row has no errors.

After you tap Import, Pilla processes the rows in the background. You will see an "Import Started" screen, and Pilla emails you when it finishes with how many teams were created and how many failed.

If you start filling in rows and navigate away without tapping Import, Pilla saves your typing as a draft. The next time you open the import table, a blue banner appears offering to Recover or Discard the unsaved rows.

Importing users in bulk

Bulk user import works the same way as team import. You enter rows directly in a table that takes over the Users screen.

1. On the Users screen, tap Import (the button with the upload arrow, next to New user near the top).
2. The import table opens with one empty row.
3. Fill in Name, Email, Role, and Teams for each user.
4. Tap Add Row for more rows, or the X to remove one.
5. Tap Import in the top right of the table when ready.

• Name (text, required) -- the person's full name.
• Email (email, required) -- their login address. Must be a valid email.
• Role (dropdown, required) -- tap the dropdown and pick Staff, Manager, or Admin.
• Teams (multi-select picker, required) -- pick one or more teams from the list. The picker is searchable and accepts multiple selections.

Pilla processes the import in the background and emails you a summary when it is done. Unlike adding a single user, bulk import does not email each new person a welcome message. After the import finishes, tell imported users how to sign in. There are no passwords to share: they enter the email you imported on the login screen and tap Send Magic Link to get a sign-in link emailed to them.

CSV format

The import tables do not accept a file upload. You enter rows directly in the on-page table. If you have your data in a spreadsheet, copy and paste the cells in column by column.

Both tables expect these columns:

If you are pasting in user rows, make sure your spreadsheet has the team names spelled exactly as they appear in Pilla. The import matches teams by name. Import your teams first so the names already exist when you add users.

Validation messages during import

Poppi (Pilla's AI assistant) does not appear in the import tables. The messages you see are plain inline text under each field, not an AI guide. A row number turns red when a field has a blocking error, and amber when it only has a warning. Common messages:

• "Name is required" -- you left the name blank.
• "Invalid email format" -- the email is not a valid email address.
• "At least one team is required" -- you forgot to pick teams for a user.
• "Address may be too short to geocode accurately" -- an amber warning, not a block. The import will still run but the timezone might be wrong.

If you want help drafting your import data, open Poppi from the sidebar in the main app. Poppi can answer questions about what fields are required and how teams map to users.

Tips

• Get teams right first. Import teams before users so the team names already exist when you add user rows.
• Use the autocomplete for addresses. It picks the cleanest version of the address and gives you the right timezone.
• Your typing is saved as a draft. If you navigate away before tapping Import, you will be offered Recover or Discard the next time you open the import table.
• Keep imports under 500 rows. Above that you will need to split the data across multiple imports.
• Check your email after import. Pilla emails you a summary so you can spot any rows that failed.
• Tell imported users how to sign in. Bulk import does not send them a welcome email, so point them to the login screen where they enter their email and tap Send Magic Link.
• Spelling matters for teams, but capital letters and extra spaces do not. When importing users, "Kitchen Manchester" and "kitchen manchester" match the same team, and any spaces before or after the name are ignored. The words still need to be spelled the same as the team in Pilla.