Managing Teams

You can create different teams to organize conversations efficiently. Each team can have multiple team members (agents) for effective collaboration. This article explains how to use Teams.

Using Teams

You can use Teams in several ways, including:

• By department, for example Support, Sales, and Customer Experience.
• By conversation theme, such as quote request or complaint.
• As a task list, to keep track of follow-up actions after a conversation, such as calling back or sending an invoice.
• To distinguish between different locations, such as Amsterdam and Rotterdam.

Creating a team

1. Go to Settings and select Teams.
2. Click Create new team.
3. Enter the team name and description.
4. Add team members by clicking under Users. You will be added to the team by default, as each team must have at least one user. In the pop-up, select the users you want to add.
5. Click Save.
6. Finally, click Create in the top right corner to create the team.

Adding or removing users in a team

1. Go to Settings and click on Teams.
2. Select the desired team and go to Users.
3. Click on the users and select the team members you want to add or remove.
4. Don’t forget to click Save.