Team
Add the people who answer your customers by hand. Each one gets a login of their own, and sees only the inbox. The team comes with a Team package, and with the free trial.
The team is a package of its own
There are three kinds of package, and a business holds one at a time:
| Who answers your customers | Team tab | |
|---|---|---|
| Shop and Service packages | The AI bot (you can always step in yourself) | No |
| Team packages — Team Basic, Team Pro, Team Enterprise | Your own people, by hand. There is no AI bot. | Yes |
| The free trial | The AI bot, and one team member to try the team with | Yes — 1 team member |
So this page applies to you when you are on a Team package or the free trial. On a Shop or Service package the Team tab is not in your menu, and the inbox has no "give this chat to…", no Record a sale and no lead status.
On a Team package everything that belongs to the bot is gone instead: no AI Assistant, no comment automation, no Bot Training, no AI Engine, and no bot switch in the inbox. Your inbox, orders, products, broadcasts, website chat and analytics stay. The Packages page of this manual lists what each kind includes; Billing is where you choose.
What a team member is
A team member — a moderator, a salesperson — is someone who answers your customers for you. They sign in with their own email and password, on the same sign-in screen you use, on the website or in the app.
Every member gets a short code of their own (M-001, M-002 …). The code never changes and is never given to a second person, so a record that says M-002 always means the same person.
What a team member can open
| You (the owner) | A team member | |
|---|---|---|
| Inbox — read every chat | Yes | Yes |
| Reply, take over and tag | In every chat | Only in chats given to them |
| Record a sale, set where a customer stands | In every chat | Only in chats given to them |
| Give a chat to someone | Yes | No |
| Their own Team page | Yes | Yes |
| Turn the bot on or off for the whole account | Yes | No |
| Delete a chat | Yes | No |
| Billing, your package, your AI key | Yes | No |
| Bot Training, Channels, Broadcast, Analytics | Yes | No |
| Products, the full order or booking list | Yes | No |
Add a team member
- 1Open Team and press Add team member.
- 2Type their name, their email, and a password for them (at least 8 characters, with a capital letter, a small letter and a number).
- 3Press Add to team. Their login works at once — nothing is emailed.
- 4Press Copy sign-in details and send them the address, email and password yourself, the way you would send any message.
What a team member sees and hears
In their Inbox, Mine lists their chats, and each of those has the reply box, Take over and the tag picker. Every other chat can be read, with a line saying whose it is.
On their Team page there is a Notifications switch for that phone or browser. On, they get a notification when a customer writes in one of their chats, when a chat is given to them, and when one of their customers needs a person. They never receive your alerts — orders, payments, other people's chats.
You still receive everything as before. Their replies are marked with their name, in the chat and in your records.
The report
Once you have a team, the Team page carries a Report: one line per person, for Today, the last 7 days or the last 30 days. Days are Bangladesh days, midnight to midnight.
| Column | What it counts |
|---|---|
| Online | How long their dashboard was on screen and in use. See the note below for exactly what counts. |
| Chats given | How many different customers were given to them in the period — by you, or by sharing in turn. |
| Chats answered | How many different customers they replied to by hand. |
| First reply | The average time from a customer's message to their reply. Only counted when they were the first to answer; if the bot answered first, that message is not theirs to be timed on. Replies that came more than 24 hours later are left out. |
| Sales, Amount | Sales they recorded by hand and what those came to. A sale you later cancel or mark returned stops counting. |
| Sold to | Of the customers given to them, the share they sold to. |
The line You (owner) collects replies and sales that have no team member on them: your own, and replies typed directly in the Messenger or WhatsApp app. It appears only when there is something in it.
A team member sees the same figures for themselves only, on their own Team page.
When chats are shared in turn, the next chat goes to someone who is online if anybody is, so a customer is not handed to an empty chair. If nobody is online, the turn goes round everyone and that member's phone is notified.
Sales your team records
When a team member closes a sale in one of their chats, they press Record a sale there (the Inbox page of this manual has the steps). The sale is saved with their name, you get a notification, and it appears under Sales recorded by hand at the foot of this page with who recorded it.
Each one is an ordinary order: confirm, ship and deliver it from the Orders tab.
Services you sell
An agency has no product catalogue, so it keeps a short list here: each service and its usual price. Your team picks from it when recording a sale and types the price that was really agreed. Add, change or remove a line and press Save.
A sale recorded by mistake can be cancelled from Sales recorded by hand; a cancelled sale no longer counts.
Rename, new password, turn off
Rename changes the name shown on the team list. The code stays the same.
New password sets a new one for them. Their old password stops working as soon as you save, so tell them the new one.
Turn off closes that login immediately: the next thing their screen asks for is refused, their chats go back to nobody, and their phone stops being notified. Nobody is deleted — what they did stays on record — and Turn on brings the same person back.
How many team members you can have
Your package sets how many team members can be switched on at the same time; the Team page shows it as "2 of 5 in use", and Billing shows the same count. A member who is switched off does not take a place. To add more than your package allows, turn someone off or move to a bigger Team package in Billing. The free trial allows one.
If you change package
To a Shop or Service package: the bot takes over the answering, and your team members' logins stop opening the dashboard — they see a line telling them to ask you. Nobody is deleted: their names, replies and sales stay on record, and the same logins work again the day you are back on a Team package.
To a smaller Team package than the members you have switched on: the members who joined first keep working, up to the number the package allows. The others are told the package has no place for them until you turn someone off or move up.
From the free trial to a Team package: your one team member stays, and you can add the rest.