Team

1. Introduction

Team management plays a crucial role in the online customer service system by centralizing the management of customer service members. It enables businesses to add team members, set reception limits, assign roles, and control chat permissions across different channels. With streamlined team deployment and permission control, businesses can enhance collaboration efficiency and service quality.

To manage team members, navigate to Setup > Team, where you can add new members, configure their reception limits, define roles, and assign chat permissions.

 

2. Key Features

2.1. Add members to the project

SaleSmartly offers two methods to add members: quick account and password setup or email invitations.

2.1.1 Quick add using account & password

This method allows businesses to add internal members using an account name + password. These members are directly assigned to the project but cannot create new projects. Additionally, administrators can reset passwords for smooth account transitions when employees leave.

2.1.2 Add members via email

You can also invite members to join your project via email.

 

2.2. View and edit member information

In the Team, administrators can manage and edit details such as nicknames, email addresses, roles, online hours, reception limits, and channel permissions to enhance team collaboration. 

2.2.1 Editing administrator or member permissions

You can add roles to team members and select the functional permissions they have, such as online chat, customer management, group messaging plans, robots, data analysis, etc.

For customer management, you can set whether members can view data for all the team's customers or only view data for customers for which the agent has permission.

This can separate customer data for different customer service staff and prevent them from viewing data outside their authority, thus effectively ensuring the security of corporate data.

2.2.2 Set up employee shifts and schedules

By default, employees manually toggle their online/offline status.

When switched to online, the customer service representative can receive new conversation messages automatically assigned by the system. At the same time, the administrator can also check whether the customer service representative is at work based on whether the customer service representative is online.

Some companies need to force their employees to be online. In this case, you can choose to set up employee schedules so that employee accounts are automatically switched to online status within the specified time and automatically receive new conversation messages on time.

You can select customer service members in [Setup-Team], enable scheduling and edit their reception hours.

For example, a Monday-Friday 9:00 AM - 9:00 PM schedule will ensure agents remain online and available for customer support during that time. The corresponding customer service account will automatically switch to online status (employees cannot switch status by themselves), so that they can receive new conversation messages automatically assigned by the system.

View detailed shift schedules under Member Schedule to monitor team availability.

Note: If you want your customer service to be online for a long time, you can set up a shift schedule so that the customer service under your project will be online for a long time.

3. Set Employee Conversation View Permissions (Example: Employees can only view their own conversations)

1.Access the Role Management Backend

Log in to the SaleSmartly backend. In the left navigation bar, click Set up → Team  then switch to the Role Management tab at the top of the page.

2. Create or Edit a Customer Service Role

• If you want to set permissions for new employees, click Add Role in the upper right corner.
• If you want to adjust roles for existing employees, locate the corresponding role (e.g., "Customer Service") and click Edit on the right.

  Note: System default roles cannot be edited. It is recommended to create a new custom role, such as "Junior Customer Service".

3. Configure Permissions

On the role creation/edit page, select and configure the following key items，Once you have finished selecting options, click Save in the upper right corner.

4. Assign the Role

Return to the People Management tab, find the corresponding employee, click Edit, and set their Role to the new role you just configured.

Frequently asked questions

1. How to reassign conversations after an employee leaves?

In [Setup > Team], when deleting an agent, you can transfer their ongoing conversations to other team members.

A system notification will confirm the reassignment while preserving message read/unread statuses. This ensures seamless customer follow-up without service interruptions.