Frequently Asked Questions
Our agency or manager was let go. How do we take our channel back?
The quickest route is for the workspace's Owner or an Admin to unlink it: workspace switcher, Workspace settings, Channels, the platform tab, then Channel actions → Unlink on the channel's row. The channel keeps its configuration and history and becomes claimable straight away, so you can then connect it to your own workspace.
A verified admin of the channel who isn't the Owner or an Admin of that workspace can't remove it themselves. They can ask the Owner or an Admin, and if the old workspace has no verified admins left for the channel, the 30-day automatic detach releases it. See Detaching Channels.
Can someone who left the workspace still see our data?
No. As soon as someone leaves or is removed, they lose access to the dashboard, analytics, Inbox, Ask AI and every other workspace surface. Their Fren One account still exists, without access to your workspace.
What happens to our data when a channel leaves a workspace?
Channel history travels with the channel; workspace records stay with the workspace. The old workspace loses the channel's analytics and activity history, and any workspace that claims the channel gets all of it. Your workspace keeps its own reports, audit log, Ask AI chats, knowledge base entries and inbox resolutions. See Detaching Channels.
Does a new workspace see the channel's old history?
Yes. A workspace that claims a detached channel gets its complete history: past analytics, member activity and moderation records, including the time it spent in earlier workspaces.
Nobody on the workspace is an admin of the channel anymore. What happens?
When no current team member holds an active verified admin status for a channel, the 30-day coverage countdown starts. You're warned on day 0 and again on day 23, and any team member can stop the clock by re-verifying. If nobody does by day 30, the channel is automatically detached, and verified admins elsewhere on the platform are notified that they can claim it. See Channel Lifecycle for the full timeline.
The agent was removed from our group. Does the 30-day countdown start?
No. The countdown only starts or advances on confirmed answers from Discord or Telegram about who has admin access. While the agent is removed or unreachable, all timers are frozen, so an agent outage never causes an automatic detach.
Can a workspace have two Owners?
No. Every workspace has exactly one Owner, enforced by the platform. For near-equivalent access, make someone an Admin. The Owner alone can delete the workspace, transfer ownership, grant or revoke Admin, permanently delete a channel, restore or import a Discord server backup, and see members' two-factor authentication status.
I left a workspace by accident. How do I get back in?
Someone on the workspace has to let you back in. Either the Owner or an Admin sends you a new invitation, or you open the workspace link, select Request access, and one of them approves it.
Nothing readmits you automatically, even if your email matches one of the workspace's approved domains.
Someone asked to join and I don't want to let them in. How do I decline?
You don't. Leave the request alone and it expires quietly after 14 days. There's no decline button, so a stranger can't learn anything about your workspace from the answer. The requester only ever sees "pending". See Joining a Workspace.
I want someone to answer support tickets, but not to run the workspace. What do I give them?
The + Tickets grant. Open Team in Settings (workspace switcher, Workspace settings), select Manage Access on their row, and tick Tickets. If you're inviting them, you can include it in the invitation instead: select Customize access and tick Tickets. They stay a Member and gain the unified ticket queue across every channel in the workspace. It's the way to handle tickets in a channel without being a verified admin of it. Sending other messages as the agent from Ask AI is a separate grant, + Messages. See Capability Grants.
I want someone to look after our knowledge base, but not to run the workspace. What do I give them?
The + Knowledge grant. Open Team in Settings (workspace switcher, Workspace settings), select Manage Access on their row, and tick Knowledge, or include it when you invite them. They stay a Member and can add sources, write and publish knowledge, work the Gaps tab and edit ticket canned responses. Being a verified admin of a channel doesn't give this: knowledge belongs to the whole workspace. To have someone check a single article without the grant, ask them to review it instead. See Capability Grants.
A member needs to manage our X account. Do they need to verify something?
No. X has no verification. Give them the + X grant from Manage Access on the Team page, and the X configuration pages unlock. The Owner and Admins already have it by role. See Capability Grants.
Why is there no switch to give someone access to our Discord server?
Discord decides who administers your server, not Fren One. Access to a server's agent configuration is earned by proving admin status there, including for the workspace Owner.
To give someone access, make them a Discord admin, or add one of their roles under Agent Settings → Agent admin roles. They then verify themselves and the pages unlock. See Even Owners verify.
I'm the Owner. Why is a channel's configuration locked for me?
You haven't verified on that channel yet, most likely because someone else connected it. Select the channel under Channels in the sidebar and select Verify to manage. If you're an admin on Discord or Telegram, it takes one click.
Access can also be paused: verification must have been confirmed within the last 72 hours, and if the agent was removed or is unreachable, access pauses. You keep every read surface, and re-verifying restores the rest immediately.
I only see one or two channels, and no Team or Settings pages. Why?
You're a Channel admin: you joined by verifying as an admin of a Telegram group or Discord server, not through an invitation, so you see only the channels you're verified on. Select Request wider access on the notice shown on workspace pages, and the workspace's Owner or an Admin can approve it, which makes you a Member. See Channel admins.
Someone joined our workspace without an invite. How?
Your workspace probably has an approved domain: anyone who signs up with a verified email address on it joins automatically as a Member. It never grants more than Member, and never re-admits someone who left. To see the verified domains, or remove one to stop future automatic joins, open Team in Settings and the Approved Domains tab. See Approved Domains.
What happens when the Owner deletes their account?
Ownership passes automatically to a remaining team member: Admins first, then other members, by channel coverage and tenure. The new Owner gets an email with a path to transfer ownership or delete the workspace. The departed Owner's billing card isn't charged past their current billing period; the subscription is set to cancel at period end, and the Owner and Admins are notified so someone can take it over first. See Ownership & Teams.
What's the difference between "detached" and "deleted"?
A detached channel is intact, with its configuration, agent setup and history preserved, but connected to no workspace. Any verified admin can claim it, with no expiry. A deleted channel is gone permanently, with no recovery. Deletion can only be triggered by the workspace Owner explicitly choosing to permanently delete the channel, or by a recovery window expiring with no admin re-verifying in time.
Who gets charged after an ownership transfer?
During the beta, nobody: every workspace is on Pro at no cost. Once paid plans are introduced, the subscription doesn't move with ownership. The previous payer stays the payer, as an Admin. If the outgoing Owner chose to cancel during the transfer, the subscription ends at the end of the current period, and the Owner or any Admin can take it over before then. See Billing & Payers.
Why can't I remove this team member?
You can't remove a team member while they're a verified admin of at least one channel in your workspace, because the workspace would lose admin coverage. First add another verified admin on those channels, or unlink the channels from the workspace. The app explains when a removal is blocked.
Why am I not getting alerts about something I can see in the app?
Check your notification preferences in Manage notifications. Alerts are filtered twice: your access decides what you can be told about, and your preferences decide what you get from that. If you can open the surface but the alert doesn't arrive, it's your preferences.
You're never alerted about something you can't open. See Alerts & Notifications.
I ignored a Discord channel. Can I get its history back?
No. Ignoring a Discord channel permanently deletes what the agent had already stored from it, immediately. Removing it from the ignore list later restores nothing: the agent reads again from that moment, and nothing in between is backfilled. That's why the confirmation asks you to type the Discord channel's name. See Ignored Channels.