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After setting up your Conversations Inbox, log in to your Conversations Inbox and navigate to the ‘Agents’ tab under ‘Organization’. Here you see all agents in your organization. As administrator, you are able to edit and delete agents, or reset passwords, if needed.
On the top of the page you can search for agents and add new ones.
‘Teams’ are typically used to differentiate either between specialized departments, like sales or support in your company. You can also use the teams feature to differentiate by geographic location or pretty much any other criteria. Different teams can either have access to the same channels, or only selected channels. This way you can set up for example a team per country or time-zone, which can only access the channels you’ve assigned to them.
Therefore, ‘Teams’ is an easy and flexible way to organize your agents – and your customer conversations. It helps you manage where the conversations should be routed: if a customer in the Netherlands gets in touch, the conversation should be routed to the right team to continue the conversation.
What you can do with ‘Teams’:
The admin decides who belongs in each team and can do changes directly on the Conversations Inbox.