Organize Teams for Maximum Efficiency
Manage customer-facing teams with departments, role-based access control, agent status management, operating hours configuration, and intelligent workload balancing. Scale from 1 to 100+ agents with ease.
Complete Team Control
Everything you need to manage and organize customer teams.
Departments & Groups
Organize agents into Sales, Support, Billing, or custom departments. Route conversations automatically based on department expertise and availability.
Role-Based Access Control
Five role types (Guest, User, Agent, Admin, Owner) with granular permissions. Control who can view, edit, and manage conversations and customer data.
Agent Status Management
Available/unavailable status with manual control. Agents can set their status to control conversation assignment and visibility.
Operating Hours Configuration
Set timezone-aware working hours with multiple time slots. Configure business hours per department for intelligent routing and expectations.
Maximum Chats per Agent
Set conversation limits to prevent agent burnout. Control concurrent conversation capacity based on agent experience and channel complexity.
Workload Balancing
Even distribution with round-robin algorithm. Automatically balance conversation load across available agents in real-time.
Department Routing
Manual or AI-powered routing to appropriate teams. Smart routing based on conversation context, keywords, or bot classification.
Team Member API
Programmatic team management and automation. Create, update, and manage team members via REST API for integration with HR systems.
Permissions System
Granular access control for features and data. Define exactly what each role can view, create, edit, delete, and manage.
Flexible Role System
Five role types with granular permission control.
Role Types
- Guest - Anonymous visitors, no authentication required
- User - Authenticated customers with conversation history
- Agent - Team members handling customer conversations
- Admin - Managers with configuration and reporting access
- Owner - Project creator with full administrative control
Permission Levels
- View conversations assigned to agent or department
- Respond to messages and manage own workload
- Access customer profiles and conversation history
- Configure department settings and routing rules
- Manage team members and assign roles
- Access analytics, reports, and billing settings
Advanced Team Features
Professional tools for sophisticated team management.
Multi-Department Support
Create unlimited departments with custom routing rules and workflows
Capabilities: Sales, Support, Billing, Technical, Custom departments with separate queues
Agent Availability Tracking
Real-time visibility into which agents are online, busy, or offline
Capabilities: Automatic status updates, manual overrides, shift-based availability
Round-Robin Distribution
Fair conversation assignment across available agents in department
Capabilities: Even workload, skill-based routing, capacity-aware distribution
Team Member Invitations
Invite agents via email with role assignment and department selection
Capabilities: Email invitations, custom permissions, onboarding workflows
Activity Audit Logs
Complete audit trail of all team actions and configuration changes
Capabilities: Who did what when, compliance tracking, security monitoring
Bulk Team Management
Import, export, and manage multiple team members simultaneously
Capabilities: CSV import/export, bulk role changes, mass department assignments
Built for Every Team Type
Flexible management for different team structures.
Multi-Department Support
Organize specialized teams
- Separate Sales, Support, Billing departments with dedicated agents
- Route conversations automatically to correct department
- Track performance metrics per department independently
- Set different operating hours for each team
- Configure department-specific canned responses
- Manage department workload and capacity separately
Global Teams
Coordinate across time zones
- Configure timezone-aware operating hours per region
- Route conversations based on agent location and language
- 24/7 coverage with follow-the-sun support model
- Regional departments with local expertise
- Centralized management with distributed teams
- Track global team performance and metrics
Scaling Teams
Grow from 1 to 100 agents
- Role-based permissions scale with team growth
- API for automated team member provisioning
- Hierarchical structure with admins and agents
- Onboard new agents quickly with templates
- Maintain quality standards at scale
- Monitor individual and team performance
Agency Management
Manage multiple client accounts
- Separate projects with isolated team access
- Agency admins manage client-specific agents
- White-label team member experience
- Per-project billing and usage tracking
- Client-specific permissions and access control
- Centralized oversight across all projects
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