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.

Inviting a new user on the web

You add new users from the Users screen.

1. On the Dashboard, find the Users card and tap View to open the Users screen.
2. Tap New user in the top right.
3. Fill in the user details (see fields below).
4. Tap Save.

• 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) -- pick Staff, Manager, or Admin. Tap the dropdown and pick one option. See the Roles and permissions doc for what each role can do.
• Teams (multi-select, required) -- pick at least one team. Tap the picker and tick each team they should belong to.

When you tap Save, Pilla creates the user, generates a password, and sends them a welcome email so they can log in. The side panel closes straight away and 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 you want to change (or tap the three-dot menu and pick Edit user).
3. Update any field in the side panel.
4. Tap Save.

Role changes take effect immediately. If you change someone from Manager to Staff, they lose manager features as soon as their app refreshes. Email changes update their login address too.

Removing a user on the web

Removing a user stops them logging in but keeps their history.

1. Open the Users screen.
2. Tap the three-dot menu on the right of the user row.
3. Pick Archive user (shown in red).
4. In the popup, tap Archive to confirm. Tap Cancel to back out.

The user disappears from lists. Their past workflow runs, messages, and other history stay in your records. If you are on a paid plan, your seat count adjusts on the next billing sync.

Resending an invitation

Pilla does not yet have a one-click "resend invite" button. If someone never got their welcome email, the easiest fix is:

1. Open the Users screen and find the user.
2. Tap the three-dot menu and pick Archive user.
3. Confirm the archive.
4. Tap New user and invite them again with the same email.

A fresh password and welcome email will be generated. You may want to ask them to check spam first before going through this.

Managing users on the mobile app

Managers and admins can invite, edit, and remove users from the mobile app too. The fields match the web app, but you pick teams from a popup with tick-boxes.

1. Open the side menu and tap Users.
2. Tap New in the top right to add a user, or tap the three-dot icon on a user row to edit or delete.
3. Fill in Name, Email, Role, and Teams.
4. Tap Save in the top right.

To delete a user on mobile, tap the three-dot icon on the user row, pick Delete user, then tap Delete in the confirmation popup. Staff users do not see the Users menu item.

Filtering the users list on the web

The Users screen has filters at 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 are shown.
• 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 if the team filter is empty.

Tips

• Use real email addresses. Pilla sends a welcome email 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.
• Archive leavers promptly. It removes their access and trims your seat count on paid plans.
• Email must be unique. If you get a "user with this email already exists" error, the address is in use elsewhere on your account.

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.
• Manager -- everything Staff can do, plus the ability to build workflow templates, manage teams and users, and connect integrations for the teams they belong to.
• Admin -- everything Manager can do, plus full account-wide visibility, integrations management, and billing.

The more senior the role, the bigger the surface they see. Most people in your account will be Staff.

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.

A few specific behaviours worth knowing:

• Managers and Admins join the "All Managers" Poppi group chat automatically when you invite them.
• Admins also join the "All Admins" Poppi group chat.
• Only Admins can open the bulk import pages (Import teams, Import users).
• The dashboard is hidden from Staff users entirely.

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 from the Users screen on web or mobile. The full steps are in the Managing users doc.

1. Open the Users screen.
2. Tap the user you want to update.
3. Change the Role dropdown to Staff, Manager, or Admin.
4. Tap Save.

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

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 billing, so keep the list small.
• 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 and only Admins can open it.

When to use bulk import

The one-by-one Add team and Add user screens are great for the occasional new hire. The bulk import pages are 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.

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 on the page.

1. On the Teams screen, tap Import in the top right.
2. The Import teams page 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.

• 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. Addresses under 10 characters get a yellow warning that they may not geocode cleanly.

After you tap Import, Pilla processes the rows in the background. You will see an "Import Started" screen and get an email when it finishes telling you how many teams were created and which (if any) failed.

If you leave the page mid-import without tapping Import, Pilla saves your draft. The next time you open the Import teams page, you will see a blue banner 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 on the Import users page.

1. On the Users screen, tap Import in the top right.
2. The Import users page 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 when ready.

• Name (text, required) -- the person's full name.
• Email (email, required) -- their login address. Must be unique and a valid email.
• Role (dropdown, required) -- 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 sends you an email when it is done. Each new user gets a welcome email with their login details, the same as if you had added them one at a time.

CSV format

The Import teams and Import users pages do not currently accept a file upload. You enter rows in the on-page table. If you have your data in a spreadsheet, copy and paste the cells in column by column.

Both forms 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.

What Poppi says during import

Poppi (Pilla's AI assistant) does not currently appear on the Import teams or Import users pages. The validation messages you see are simple inline text in the table itself, not an AI guide. 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" -- a yellow 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 paste user rows.
• Use the autocomplete for addresses. It picks the cleanest version of the address and gives you the right timezone.
• Save your work as you go. The page auto-saves a draft. Closing the tab will not lose your typed rows.
• 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.
• Spelling matters for teams. When importing users, "Kitchen Manchester" and "kitchen manchester" are different to the importer.