Team members, roles, and what each sees

Admins invite teammates from Settings, then Team, then Invite. On the mobile app it is Settings, then Team Management, then Manage team. There is no limit on team members on any plan. Each person has one of two roles.

• Admin: sees every chat, customer, and appointment, and manages the agent, billing, and the team.
• Member: sees only the chats, customers, and appointments assigned to them, and has no access to settings or the Agent.

Assigning chats

Admins can move a chat to another teammate from the chat's options, under Assign to. The chat keeps its full history. Under lead routing you choose how new chats are shared out: Manual Triage, where an admin assigns each one, or Automated Round Robin, which rotates new chats among teammates who are online.

A teammate can pause their availability to stop receiving new chats, for example when they are on leave. Admins can turn on Lock availability status for a teammate so only an admin can change it, and under Permissions choose whether members see customers' phone numbers (Show customer contact number). When you remove someone, you choose a teammate, or Moshee (listed as AI Agent), to take over their chats.