Crescender Lab
Created Dec 14, 2023Tutorials｜CAAC Team Management
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💁🏻♀️ Advantages
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▶︎ Plan Availability
Already enabled CAAC
Suitable for brands that already have multiple seats
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▶︎ Setting
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➤ Operational Permissions
Different levels of team management operations can be carried out according to different permission roles:
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➤ Creating / Deleting Teams
💡 Reminder: Only role (5)Owner and (4)Primary admin with permission can create / delete teams.
Once created, the team will appear in the list of created teams. You can click the pencil icon on the right to edit, or the trash can icon on the right to delete.
🚨 Note: When you want to delete a team, the system will remind you. If the team has been set as an assigned rule, it cannot be deleted. You can click the link in the prompt window to modify it and delete it after modification. In addition, once a team is deleted, if a conversation has been assigned to a agent in the team, the conversation will only be assigned to that agent. If the conversation has been assigned to the team, it will become unassigned after the team is deleted.
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➤ Edit Team
Click on the pencil icon to the right of the team in the team list to enter the edit team page.
💡Reminder: Once the status of a team member is adjusted, it will be applied to the status of the member in other teams as well.
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➤ Utilizing Teams in Different Routing rule setting
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1. Automatic Assignment
You can set up automatic assignment rules based on different team attributes to assign them to different teams.
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2. Manual Assignment
You can manually assign a conversation to a specific agent belonging to a particular team in the conversation interface.
💡 Note: If you have set up teams, you can view the assignment list by individual agent or by the team they belong to.
🚨 Caution: If you have set up teams, you can view the assignment list by individual agent or by the team they belong to.
In the future, CAAC will develop conversation performance tracking reports. If you want to attribute conversation performance to a team, please choose a agent from the team you belong.
If you choose an individual agent, the performance will only be attributed to the individual and will not be attributed to the team.
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➤ The impact of team access on accessing conversation content
In the conversation interface, you can click on the dropdown menu of "All Conversations" and select "Assigned to My Teams" besides "Assigned to Me".
💡 Reminder:
Only the (5) Owner and (4) Primary Admin have access to view conversation content from other teams.
If a conversation that was originally assigned to Team A is reassigned to Team B, members of Team A including (3) Admin, (2) Primary agent, and (1) Agent will no longer have access to view the conversation content.
If members of Team A use the MAAC member list to search for a specific friend and clicks on the "Open One-on-One Conversation" icon, and if the conversation with that friend is assigned to Team B, the system will display a prompt indicating that the conversation has been assigned to another team. Members of Team A including (3) Admin, (2) Primary agent, and (1) Agent will not have access to view or participate in the conversation.
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➤ View team settings for different roles
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Setting Agent Profile
Brands can set a "Representative Avatar," and when the representative replies to a conversation, the user interface will display:
❶ Assigned representative avatar
❷ Assigned representative name
Only users with (5) Owner permissions have the authority to make organizational adjustments.
