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.

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:

• Create a team
• Set a teams office hours and response times

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.

No existing teams

If no teams have been created within the platform, there's no obligation to assign conversations to teams.

Create a team

1. Navigate to Teams and members
2. Select New team.
3. Customize the team according to your requirements. This includes setting the team's email address and adding members (agents) to the team.
4. 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:

1. On the Teams page (via Settings > Inbox > Teams and members), click the more (...) icon next to a team you want to manage.
2. Click Edit.
3. 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.
4. Click Save to finish.