When someone leaves the company, goes on leave, or changes roles, you do not need to delete the account to remove their access. In Platform → Settings → Users you can deactivate the user: they lose access right away and stay in your account, with their full history preserved, ready to be reactivated later.
How to deactivate a user
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Go to Platform → Settings → Users and stay on the Members tab.
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Find the person and open the actions menu on their row.
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Click Deactivate and confirm.
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Nuvia shows “Status updated.” and the user leaves the Members tab and moves to the Inactive tab.
What happens when you deactivate
Deactivation is not just a label; it shuts down whatever is already running:
| What happens | Details |
|---|---|
| Access blocked right away | The user can no longer log in to the platform |
| Sessions ended | Open sessions are closed, including on other devices |
| MCP disconnected | The user's MCP connection is dropped |
| API keys revoked | The API keys they created are revoked — and do not come back when you reactivate |
| LinkedIn connections deleted | The LinkedIn accounts they connected are removed. Their colleagues' accounts are not affected |
| Removed from teams | The person is removed from the teams they belonged to and is no longer part of the lead rotation for new leads |
| Open conversations reassigned | The open conversations they owned automatically move to someone else on the team — or are left without an owner if no one is eligible. See the section below |
| History preserved | Closed conversations, messages, and report data stay as they were |
What happens to the person's conversations
Previously, an open conversation stayed with the owner who had left: it disappeared from the Unassigned tab (because it had an owner) and no one picked it up. Now Nuvia reassigns these conversations on its own, at the moment the person leaves.
Reassignment covers only open conversations where the person was the assigned agent. Conversations already resolved stay as they are, to preserve the history.
Who the conversation goes to
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To someone else on the team — Nuvia uses exactly the same distribution rule the team already uses for new leads. If your rule takes presence into account (Online / Away), reassignment does too; if it balances workload, it balances within the batch itself, so it does not pile everything on the same person.
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No owner — if the rule cannot find anyone eligible (for example, the team has no active members left), the conversation is left without an agent. This is on purpose: without an owner, it shows up again in the Unassigned tab and someone sees it. Keeping an owner who no longer logs in to the account is the worst scenario.
What reassignment does NOT do
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It does not change who is handling the conversation. If the conversation was being handled by a human, it stays with a human; if it was with Autopilot, it stays with Autopilot. Turning the AI back on in a conversation that had already passed to a person is your call.
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It does not update the owner in the CRM. In HubSpot (or RD Station), the owner is still the person who left. If you use the CRM owner for reports or automations, adjust it there.
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It does not touch resolved conversations, or campaigns, lists, or records created by the person.
How to reactivate a user
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In Platform → Settings → Users, open the Inactive tab.
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Find the person and open the actions menu on their row.
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Click Reactivate.
The user can access the platform again immediately, with the same role and permissions as before.
Deactivate, remove, or keep active: which to choose
| Situation | What to do |
|---|---|
| Person on leave, on a long vacation, or changing roles | Deactivate — access comes back with one click |
| Person who left the company and is not coming back | Remove (trash icon). The confirmation modal lists the consequences before you confirm |
| Person who just needs to see less | Adjust role and permissions, without deactivating. See How to invite users and build your team in Nuvia |
A removed user does not appear in the Inactive tab and cannot be reactivated this way: to bring them back, send a new invite. Their email becomes available to be invited again.