Team Management
Organise your team your way. Roles, groups, and permissions that scale with your business.
Team Features
CS and Admin roles with appropriate access levels
Separate permissions for customer service agents and administrators. Admins can manage channels, billing, and team settings. CS agents focus on conversations.
Group-based organisation with channel access control per group
Create groups for teams, departments, or shifts. Control which channels each group can access. Agents only see conversations relevant to their group.
Smart responses scoped by group and channel
Pre-written replies that agents insert with one click. Scoped by company, channel, and group — agents see only what's relevant to them.
Email-based agent invitations — no admin action required to join
Send an invitation email. Agent clicks the link and joins. No admin approval step needed. Get your team onboarded in minutes.
Widget routing by group and agent availability
Website chat widget routes to available agents in the right group. Customers connect to the right team member automatically.
Admin Role
- Manage channels and integrations
- Manage billing and subscriptions
- Invite and remove team members
- Configure automation workflows
- Access all conversations
- Manage brands and settings
CS Role
- Reply to customer conversations
- Use AI suggestions and auto-reply
- Access assigned conversations
- Use smart responses
- Send broadcasts (if permitted)
- View conversation history