Everyone who helps with support can be on your team. Plans are priced per team, not per person, so invite everyone who answers visitors.
Inviting people#
Team admins invite people under Members and settings → Invite people. They get an email with a link to join. Pending invitations are listed below, where you can resend or cancel them.
Admins and members#
| Admin | Member | |
|---|---|---|
| Answer conversations in the inbox, by email and in Slack | Yes | Yes |
| Their own notifications and quiet hours | Yes | Yes |
| Preview bots, browse and rebuild knowledge | Yes | Yes |
| Create and edit bots, add and delete knowledge | Yes | |
| AI keys, Support settings, Reports, Plan and usage | Yes | |
| Invite and remove people, delete the team | Yes |
To leave a team, open your own name under My team (admins see Members and settings) and choose Leave team.
Who gets pinged for new requests#
Routing, reminders and business hours are part of the Team plan. On Free, everyone on the team is notified right away, and these settings show as locked (they're kept if you downgrade, and come back when you upgrade).
Under Inbox → Support settings, Who gets new requests:
- Everyone on the team (the default): every person is notified.
- Specific people: only the people you tick.
- Take turns (one person per request): requests go to one person at a time, in rotation. The inbox shows whose turn it is. Good for two or more people sharing support, so every request has a clear owner.
Each person still chooses how they're notified, and when to be quiet, under Inbox → My notifications (see Your notifications).
Reminders#
Remind after (minutes): if nobody has replied to a request by then, the whole team is told, whatever the routing, so nothing waits on someone who's away. The default is 10 minutes; 0 turns reminders off.
Business hours#
Turn on Use business hours and set your days, opening and closing times and time zone. Outside these hours visitors can still ask for a person, but they see your offline message and are asked for their email, so you can answer when you're back.
More than one team#
You can belong to several teams, each with its own bots, knowledge, inbox and plan. Switch between them from the team menu at the top of the app.