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How to create agent teams?

This article will introduce you to the following information:

Teams allow you to organize your operators into groups based on their responsibilities. A user can belong to multiple teams simultaneously. You can assign conversations to a team during joint work.

 

How to create a team?

 

To create a team, go to Settings → Teams → Create new team.

 

 

A page will open where you need to fill in the following fields:

  • Team name — enter the team's name, e.g., Sales, Support.
  • Team description — briefly describe the team's purpose, e.g., "A team for resolving issues related to product sales."
  • Allow auto assign for this team — check this box if you want to automatically assign conversations to this team. If the box is not checked, the conversation will remain unassigned.

Click Create team.

 

 

Add operators to the team. When a conversation is assigned to this team, all added operators will receive a notification. Select the desired operators by checking the boxes next to their names.

Click Add operators. Only the selected operators will see this team on their screen.

 

 

Click Finish. Now, the team will appear in your list of teams.

 

 

 

How to modify or delete a team?

 

To modify a team, click the edit button (pencil icon). To delete a team, click the delete icon.