Team Management

Manage your team members and access permissions.

Overview

In the Team module, you can:

• Invite new members
• Assign roles and permissions
• Organize teams
• Monitor performance

Inviting Members

Email Invitation

1. Go to Settings > Team
2. Click the Invite button
3. Enter the email address
4. Select a role
5. Click Send Invitation

Bulk Invitation

Invite multiple people at once:

1. Select the Bulk Invite tab
2. Enter the email list (one per line)
3. Select a common role
4. Send invitations

Roles

Default Roles

Role	Permissions
Admin	Full access, change settings
Supervisor	Manage team, reports
Agent	Manage conversations
Observer	Read-only access

Role Permissions

Admin:

• Access to all modules
• Change settings
• Add/remove members
• Billing

Supervisor:

• Monitor team performance
• Assign conversations
• Access reports
• Create automations

Agent:

• Reply to conversations
• Add contacts
• Create tasks
• Deal management

Observer:

• Monitor conversations
• View reports
• Cannot make changes

Custom Roles

Create your own roles:

1. Go to the Roles tab
2. Click the New Role button
3. Enter the role name
4. Select permissions
5. Save

Teams

Creating a Team

Organize agents into teams:

1. Go to the Teams tab
2. Create a New Team
3. Enter the team name
4. Add members
5. Assign a manager

Team Structures

Department-Based:

• Sales Team
• Support Team
• Marketing Team

Shift-Based:

• Morning Shift
• Evening Shift
• Night Shift

Channel-Based:

• WhatsApp Team
• Instagram Team

Business Hours

Individual Business Hours

For each member:

1. Go to the member's profile
2. Open the Business Hours tab
3. Set days and hours
4. Mark holidays

Team Business Hours

Defaults for the entire team:

1. Go to Team Settings
2. Set business hours
3. Apply to team members

Capacity Management

Conversation Limits

Maximum conversations assignable to an agent:

• Default: 10 simultaneous conversations
• Low: 5 conversations
• High: 20 conversations

Automatic Assignment

Round-robin assignment rules:

1. Enable Auto Assignment
2. Select the assignment method
3. Add team members
4. Set priorities

Performance Monitoring

Individual Metrics

Metric	Description
Answered	Total answered
Average Time	Response time
Satisfaction	Customer score
Online	Online duration

Team Metrics

• Total conversations
• Pending messages
• Average response time
• Satisfaction trend

Leave Management

Leave Requests

1. Member submits a leave request
2. Manager approves/rejects
3. Appears on the calendar
4. Removed from assignments

Leave Types

• Annual leave
• Sick leave
• Personal leave
• Remote work

Removing Members

Terminating Membership

1. Go to the member's profile
2. Click Terminate Membership
3. Transfer open conversations
4. Confirm

Data Retention

• Conversation history is preserved
• Activity logs remain
• Personal data is anonymized

API Usage

# Team list
GET /api/v1/team/members

# Invite member
POST /api/v1/team/invite
{
  "email": "[email protected]",
  "role": "agent"
}

# Update role
PATCH /api/v1/team/members/:id
{
  "role": "supervisor"
}

Best Practices

1. Minimum permissions: Grant only the permissions needed
2. Team structure: Create logical groupings
3. Performance tracking: Review regularly
4. Training: Train new members
5. Communication: Ensure internal team communication