Step 1: Disable the User First
Before removing or replacing a team member, we recommend disabling their account as a first step. This immediately cuts their access to ProLine — they will be logged out and will not be able to log back in, respond to messages, or view any content in your account. This gives you time to decide how to proceed without worrying about an departing employee retaining access.
Click the hamburger menu (☰) in the top-left corner and select Manage Team.
Click on the team member you want to remove.
Under Permissions, select Disabled.
Click Save.
Once disabled, you can decide which of the following paths makes the most sense for your situation.
Option A: Delete the User and Their ProLine Number
Use this option if the team member's ProLine number is not important to keep and you simply want to remove them from the account.
Click the trash icon next to the team member's name.
A confirmation modal will appear. Use the Transfer Assignments To dropdown to select a team member to reassign any open projects and contacts to.
Type DELETE in the confirmation field.
Click Delete.
⚠️ The ProLine number associated with this user is immediately and permanently released when you delete them. It will return to the public pool of numbers and it is very unlikely you will be able to recover it. If customers are used to calling or texting that number, consider one of the options below instead.
Option B: Replace the User With a New Employee (Keep the Number)
Use this option if you are bringing on a new hire to fill the same role and want to keep the existing ProLine number and conversation history.
From the Team Members tab, click the dropdown for the user you want to replace.
Update the First Name, Last Name, and Email fields with the new employee's information.
Click Send Reset Email so the new employee can set their own password and gain access to ProLine.
The new employee will inherit the same ProLine number and have access to the prior employee's full conversation history under that number.
💡 Because ProLine will not recognize this as a new user, the new employee will not receive the standard onboarding flow. Make sure to send them the following articles manually:
Option C: Keep the Number but No Replacement Yet
Use this option if you want to hold on to the team member's ProLine number but don't have a replacement lined up yet.
Make sure the user is set to Disabled (see Step 1 above).
Update the user's email address to something you control, as an extra precaution to prevent the departing employee from regaining access.
Under Other Settings, check Forward Calls to Team Member and select an active team member to receive any incoming calls to that number.
Click Save.
⚠️ Call forwarding applies to incoming calls only. Text messages will not forward automatically — they will remain in the disabled user's account. However, any admin or team member with profile switching access can switch into that account to view and respond to messages. See Manage Team: Switching Between Team Member Profiles for more.
Option D: Transfer the Number to a New Team Member
Use this option if you have already added a new team member and want to transfer the departing employee's ProLine number — and all associated conversation history — to them.
Add the new team member via + Add Member. When prompted to select a ProLine number, skip this step and do not assign them a number yet.
On the departing team member's profile, click the Switch ProLine Number icon.
Select the new team member and click Switch. This will transfer the ProLine number and all associated conversations to the new team member's account.
Once the transfer is complete, follow the steps in Option A to delete the departing team member.
💡 If the new team member was already assigned a different ProLine number, the switch operation will move the old number to the new user and reassign the new user's previous number to the departing employee's account, which can then be safely deleted.
Adjusting Billing After Removal
ProLine does not automatically reduce your seat count when a team member is removed. Once you've finished making changes to your team, always check your seat count to make sure you're not paying for unused seats.
Click the hamburger menu (☰) and go to Plan & Billing.
Adjust the number of seats down to the minimum number your team requires.
Need Help?
If you run into any issues or have questions about removing or replacing team members, our support team is available to help. Reach us at [email protected] or via the chat in your ProLine account.