Teams and members
Overview
Users can create up to 20 teams for different conversation types, such as sales or customer support, within the talk inbox. Agents can belong to multiple teams simultaneously. Each team possesses its own unique email address for communication purposes, like support@mybrand.com for the customer support team's email handoff.
NOTE: If you are using a custom domain to send handoff emails and the custom domain cannot be found, Ortto will fallback to the default domain you set. If your default domain cannot be found, Ortto will fallback to the system default (autopilotmail.com).
Learn more about Custom domain names.
Accessing teams and members
To access the teams and members page, go to Settings > Inbox > Teams and members
Managing teams and members
The teams and members page allows users to:
Key points for teams and members
Assigning conversations to teams
When an agent is assigned a conversation, it's crucial to also designate it to a specific team. This ensures that email handoffs are sent from the correct email address associated with that team.
Creating new teams
When creating a new team, it's important to consider existing conversations. If conversations already exist that align with the purpose of the new team, they should be allocated to the newly created team to streamline workflow and maintain consistency.
Handling deleted teams
In the event that a team is deleted, it's necessary to transfer its associated conversations to another team. This prevents any disruptions in communication flow and ensures that ongoing interactions are managed seamlessly.
CAUTION: Once conversations are closed, their team assignments cannot be altered. Consequently, these closed conversations would remain disconnected from any team or agent.
No existing teams
If no teams have been created within the platform, there's no obligation to assign conversations to teams.
Create a team
- Navigate to Teams and members
- Select New team.
- Customize the team according to your requirements. This includes setting the team's email address and adding members (agents) to the team.
- Click Add team to save the team.
Once the team is created, you can edit or delete it by clicking on the more icon and selecting the required action.
Set a team’s office hours and response times
Each team can use the default office hours and response times you have set at Settings > Inbox > Office hours and response times to determine when they are shown as Online or Away. Or, you can set different office hours and response times for each team.
NOTE: The default team's office hours will be used by the Talk messenger widget to tell visitors when you are online.
Once a conversation has started, the conversation will be assigned to the relevant team. At this point, the assigned team's office hours will be used to show the team's status and expected response time (if set).
Learn more about office hours and response times.
To manage a team’s office hours and response times:
- On the Teams page (via Settings > Inbox > Teams and members), click the more (...) icon next to a team you want to manage.
- Click Edit.
- At Office hours & response times, select:
- Use default office hours & response times to use your default settings.
- Set custom office hours & response times to create a custom configuration for this team. Learn more about the office hours and response times settings.
- Click Save to finish.
NOTE: If a person has their conversation assigned to Team A, and an agent in that team reassigns the conversation to Team B during Team B’s “away” hours, the person will not receive an automated message communicating this. It will be up to the agent who is reassigning the conversation to notify the person when they can expect a response from Team B.