Managing Your Team

This guide walks you through setting up a multi-person workspace — from inviting your first team member to routing tickets across specialized teams.

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Invite Your First Team Member

1. Go to Menu → Team Settings
2. Click Invite Member
3. Enter their email address
4. Click Send Invitation

The invited person receives an email with a join link. After clicking and logging in, your workspace automatically appears in their account.

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If the invitation expires (after 7 days), simply click Invite Member again with the same email. It will generate a fresh link.

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Organize Into Teams

Default Setup

Every new workspace starts with two teams:

• Sales — for product inquiries and purchase-related conversations
• Support — for returns, complaints, and general help

New team members are automatically added to the Support team when they join.

Create Additional Teams

If you need more specialized teams:

1. In Settings → Team, click Create Team
2. Enter the team name (e.g., "VIP", "Wholesale", "Technical")
3. Click Create

Assign Agents to Multiple Teams

Agents can belong to more than one team:

1. Find the agent in the Team Settings
2. Check the boxes for each team they should belong to
3. Changes apply immediately

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Recipe: Two-Person Store

Here's a typical setup for a small store with an owner and one employee:

Person	Role	Teams	Handles
You (Owner)	Admin	Sales, Support	Everything + settings
Employee	Agent	Sales	Product inquiries and AI guidance

Setup Steps

1. ✅ Create workspace (you're the Owner)
2. ✅ Invite your employee via email
3. ✅ Once they join, assign them to the Sales team
4. ✅ You stay in both Sales and Support

Now when the AI escalates:

• Product questions go to the Sales team → both of you see them
• Support issues go to the Support team → only you see them

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Recipe: Growing Team (5+ People)

For larger teams, consider this structure:

Team	Members	Focus
Sales	2-3 agents	Product questions, pricing, recommendations
Support	1-2 agents	Returns, complaints, shipping issues
VIP	1 agent	High-value customers, bulk orders

Key Actions

• Transfer tickets between teams when a conversation changes scope
• Assign tickets to specific agents when expertise is needed
• Use "Assign to Me" to claim a ticket from the team queue

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Routing Tickets

Automatic Routing

When the AI escalates a ticket, it suggests which team should handle it based on the conversation context (e.g., product question → Sales, complaint → Support).

Manual Transfer

You can always transfer a ticket to a different team:

1. Open the ticket in the Inbox
2. Click Transfer
3. Select the target team
4. The ticket moves to that team's queue

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Next Steps

• Team Management Feature — Full reference →
• Inbox & Supervisor — Working with tickets →