Teams is a feature that allows you to create different teams and forward messages to these teams. You can add one or more team members (agents) per team. This article explains how you can use this feature.
You can think of Teams as a filter for information. Essentially, you're grouping your conversations based on a filter you've chosen. This way, you can organize conversations by departments, locations, or content. Later in this article, you'll find some examples, but first, we'll explain how you can forward conversations to different teams. The following example illustrates a typical process:
- A new conversation arrives in the general filter "New". The conversation pertains to a customer's question about their invoice.
- You pick up this conversation by clicking on it and then selecting "Join Conversation" in the text bar. The conversation will automatically be moved to "My Conversations" because you've taken ownership of it.
- You respond to the customer and inform them that you need to forward the conversation to the Finance team to assist them further with their invoice.
- You then click on the arrow next to "In this conversation" at the top right.
- A dropdown menu appears. Here, you select the Finance team.
- The conversation is now moved to the Finance team filter, and all individual members associated with this team can take over the conversation.
Types of filters
There are two types of filters. The General filters serve as a place where incoming conversations arrive, or where you can directly see all conversations assigned to you. These include "All Conversations," "Unassigned Conversations," and "My Conversations." Additionally, there are Team filters. These allow you to view "All", "New" and "Your inbox" for each specific team.
Using Teams
You can utilize Teams in various ways, including:
- Based on departments, such as 'Support,' 'Sales,' and 'Customer Experience,' as illustrated in the example above.
- Based on conversation themes, like 'quote request' and 'complaint.'
- As a task list, making it clear what needs to be done after the conversation, for example, 'follow-up call' or 'send invoice.'
- To differentiate between different locations, such as 'Amsterdam' and 'Rotterdam'.