Team: Setup Guide

The Conversation Concurrency setting determines the number of active conversations an agent can handle at a time.

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Introduction

The Teams feature allows you to create multiple teams within your organisation and assign agents to each team.

Each team will have their own set of tickets and queries to manage, enabling you to categorise and prioritise tasks more effectively.

This approach ensures that agents can focus on the issues that they are best equipped to handle, allowing for a more streamlined and effective workflow.

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Creating a team:

Example:

Adding a team that will handle queries related to Instagram Channel:

1

Click on Create Team and you will see the following pop-up

2

Fill the required details: Name, Team Description and Add Agents to team.

Team creation is complete!

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