Teams: Create New & Manage

• Teams allow you to finely tune which agents have access to certain channels, request types or tags.

The teams are composed by a combination of:

• Agents: agents that belong to the team (each agent can belong to more than one team);
• Channels: agents in the team will only have access to conversations and tickets from the channels listed here (requires at least one);
• Tags: agents in the team will only see conversations and tickets with the tags listed here (if left blank, the agents in the team can see all conversations and tickets from the channels chosen above);
• Request Types: agents in the team will only have access to the request types listed here (if left blank, the agents will not have access to any request type and will only be able to see conversations in the Inbox from the channels chosen above).

In addition, a team allows to manage the following permissions:

• Can see tab "All": determine if the agents in the team can see the tab 'All' in the Inbox (if 'No' is selected, the users will only be able to see conversations that requested human agent assistance, opened and closed);
• Can create new Tags: determine if the agents in the team can create new tags (if 'No' is selected, the agents in the team will only be able to use tags previously added by other agents or by the chatbot).

Create a new team

To create a new team:

• In the 'settings' section, go to the 'Teams' tab;
• Click on
• Give the team a name;
• Select the agents that should belong to the team
• Select the access of the team 

• Add the channels you want the team to have access to;
• Add tags to further filter the conversations and tickets the agents in this team will see;
  • Allowed tags: Select the tag(s) that the team can have access. If you don't select any the team will have access to all tags in the chosen channels
  • Disallowed tags: Select the tag(s) that the team cannot have access.
• Add the request types (if any) that the team should have access to;
• Configure the permissions the team has;
  • Can see the tab "All": this is the "All" tab on the Inbox Menu
  • Can create new tags: if yes, the agent belonging to this team can create new tags in conversations transferred to the console 

• • See only assigned conversation: If yes, the agents can only see conversations that are assigned to them

• Click 'Save'.

Edit a team

To edit an existing team:

• In the 'Settings' section, go to the 'Teams' tab;
• Locate the team you want to edit;
• In the 'Actions' column, click on 'Edit team' icon
• Edit the team;
• Click 'Save'.

Delete a team

To remove an existing team:

• In the 'Settings' section, go to the 'Teams' tab;
• Locate the team you want to delete;
• In the 'Actions' column, click on 'Delete team' icon ;
• Confirm you want to delete.