Removing users and transferring ownership
When someone leaves your team, removing their access promptly is a security necessity. Their assigned contacts, conversations, and pipelines need to be reassigned, not lost.
Pre-removal checklist
Identify everything assigned to this user: open opportunities, active conversations, owned contacts, scheduled appointments, draft emails
Decide who inherits each — typically a manager, a direct teammate, or a generic queue
Inform the inheriting person before the handoff so messages don't sit unanswered
How to reassign records
Go to Contacts and filter by "Assigned User = [departing user]"
Bulk-select all results and use "Bulk Actions → Reassign" to move them to the new owner
Repeat for Opportunities, Conversations, and Calendars
Reassign any active workflows that are owned by the departing user (Settings → Workflows → filter by Created By)
How to remove a user
Settings → My Staff
Find the user, click the three-dot menu → "Deactivate"
Choose: keep their record (recommended for audit history) or fully delete
If deactivating: their login is disabled, sessions are terminated, but historical activity remains attributed to their name
NOTE — Deactivate, don't delete
Deactivating preserves audit trail — customer service notes, sent emails, and pipeline history all remain attributable. Hard-deleting orphans those records to a generic "deleted user" label, which is messy for compliance and analytics.
Transferring sub-account ownership (Admin role)
If the original Admin/owner is leaving, you must transfer Admin rights before deactivating them — the system will block deactivation of the last Admin.
Promote the incoming person to Admin (Settings → My Staff → their record → change Role)
Have them log in and verify they can access Settings, Billing, and Integrations
Update billing email and notification email to the new Admin
Update payment card if the departing Admin's personal card was on file
Now deactivate the previous Admin
Security after removal
Rotate any API keys the departing user generated (Settings → Integrations → API Keys)
Audit recent logins (Settings → Audit Log) for any suspicious activity in the 30 days prior
Revoke any third-party app authorizations they connected on behalf of the business
