What are teams used for? – BusinessChat | Help center

A team is a shared inbox between multiple users. Each account will have a minimum of one team.

When should I configure a new team?

When users provide the same service for customers, you can group them under the same team.

For example:

If all your support team members provide the same service for customers with no specialization, you can put them under the same team.

On the other hand, if your support users have a specialization, let's say some of them is responsible for refunds, then you can have those group of users under a different team that you can name Refund Team.

What can I achieve by having teams?

Routing

Bots route conversations to teams, so for example, if the customer asks the bot to take to the refund team, the bot will route and assign the conversation to one of the refund team users.

Assignment

BusinessChat platform assigns New conversations directed to a team to members of that team only.

How does the assignment work?
Read this article to understand how BusinessChat platform assigns conversations to customers

Working hours

Teams share the same working hours calendar, so if the customer tries to reach over to the team out of working hours, the bot can inform the customer about the working hours.

Learn how to configure your team's working hours?
In this article, you will find the information you need to configure your team's working hours.

Conversation access permissions

Team members share the same access permissions to conversations. So you can define what conversation they can see and what conversations they can't see.

Configure team permissions
You can specify what conversations each team can access by configuring the team access permissions.

Location-based services

If you offer services based on location, you can configure your bot to know the location of your team and route customer conversations to that team based on location.

Team shared inbox

Team members share the same inbox. As a result, they have access to all conversations in that inbox. To access a team-shared inbox, the user must click on that team name on the chat screen.

Usually, A conversation will be assigned to a team member, but teammates can check the inbox for these conversations and jump to help if that is required.