Team, permissions and conversation routing
Add your staff, decide what each of them can do, and assign new conversations to them automatically.
You manage your team under Settings, Team & access, which has two tabs: Staff agents and Members.
Adding a staff agent
- In Staff agents click New agent and enter the name, email, mobile and password.
- The agent signs in from the Agent sign in page and sees only the inbox, their assigned tasks and their own commission numbers.
- Assign them work with New task and follow its status.
Each agent's permissions
- Hide customer numbers: the agent sees customer phone numbers with the middle digits hidden.
- Start new chats: lets the agent message a number that has never written to your workspace.
- See every rep's numbers: lets the agent see other reps' commission amounts too.
- You can deactivate an agent, reset their password or delete them at any time.
Members
In Members click Invite member and enter their email so they receive a join link. You can copy the link, resend the invite or revoke it. If an agency manages your account, its staff appear here and you can revoke their access at any time.
Conversation routing
- Open Inbox, then its settings, then Conversation routing, and turn on Automatic conversation routing.
- Choose the Assignment method: Round robin, Least busy or Manual.
- Turn on Distribute to online agents only if you like, and choose what happens when no agent is online.
- Pick an Escalation agent so angry conversations and complaints go straight to them, then save.
First-reply and resolution targets count business hours only, not nights or holidays.