Teams are a great way for groups of people in your company to work together in Monty. You can assign conversations to a team, rather than an individual teammate. Every team has its own space, so members can easily see and manage the conversations assigned to the group.
Benefits of Teams
- Stronger Teamwork: Teams feature makes it easier for agents to communicate, share knowledge, and collaborate.
- Better Conversation Handling: Teams can see and manage conversations assigned to them, improving organization and efficiency.
- Fair Workload Distribution: Conversations are distributed among teams, ensuring no single agent gets overloaded.
How to Set Up Teams
- Go to the Settings Tab.
- Click on the "Team Manager" tab.
- Navigate to the "Rules" section.
- Click the "Create team" button.
- Provide a clear and descriptive name for your group, and choose a color.
- After defining the group's details, click "Save" to create it.
Adding Members to Teams
- Go to the "Team" section.
- Locate the member you want to add to a team.
- Choose the team you want to add this member to from the "Team Members" dropdown.
Important Notes
- Before you can add a member (agent) to a group, they must have an Inbox Seat
- Only team admins and owners have the authority to create and manage groups within the platform.
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You can let any agents without being in a team.
Assign conversation to a team
You can assign conversations to specific teams in Flow Builder.
Note: This action considers the workload of individual agents. However, to activate this feature, make sure to enable the "Auto Assign Conversation" button within the "Rules" section.