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Fidiora has unlimited seats and no seat fees, so you can add your whole team and anyone else who touches support. Roles and access controls decide who can see and change what. Enterprise plans add SSO and SAML, role-based access, and audit logs for teams with stricter requirements.
Unlimited seats
There is no seat fee in Fidiora. Add every agent, every team lead, the people in sales who receive leads, and the product or engineering people who need to see what customers are asking. Because you pay per resolution, adding people never changes the bill. See pricing and per-resolution vs. per-seat pricing.
Who should be in Fidiora
- Agents who receive handoffs and take over live conversations.
- Support leads who own rules, the pipeline, and the weekly quality review.
- Content owners who fix and write help articles when review finds gaps.
- Sales, if lead capture routes to them.
- Product and engineering, read-only where possible, so they see real customer questions.
Set up your team
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Invite your team
In the Fidiora portal, invite your team by email. There is no seat count to manage.
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Decide who can change what
Use roles and access controls so that only the people who own them can change rules, knowledge sources, the pipeline, and billing settings. Most people need to see conversations, not change configuration.
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Assign owners
Name an owner for rules, an owner for content, and an owner for the weekly review. Shared ownership tends to mean no ownership.
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Match the pipeline to the team
Make sure each needs-human stage in the pipeline has a team that watches it, and each routing rule points to a team that exists.
Guardrails worth having
- Limit who can edit forced-human rules. These are the rules that keep sensitive topics away from the AI.
- Limit who can change the spend cap.
- Agree how rule changes are announced, so agents are not surprised by new routing.
- Review access when people change roles or leave.
How agents work alongside Fidiora
Agents do not compete with the AI for work. Fidiora takes the repetitive, documented questions, and agents get the conversations that need judgement, with the full transcript and the reason for the handoff already attached. A few habits make the partnership work:
- Pick up handoffs from the needs-human stage or wherever your rules send them, and reply without asking the customer to repeat anything.
- Take over a live conversation when it is heading the wrong way, rather than waiting for a trigger to fire.
- Flag any wrong AI answer to the content owner with a link to the conversation, so the source article gets fixed.
- Suggest new rules when the same kind of handoff keeps arriving late. See Human in the loop.
Enterprise controls
Enterprise plans add SSO and SAML, role-based access, audit logs, custom data residency, dedicated support, and SLA commitments. If your security or procurement team needs these, see security and enterprise, or email support@fidiora.com.