When a customer selects the chat widget on your site, they have the option to choose which team they want to chat with, for example, Sales, Technical support, or Accounts and billing.
For SMS chat, each team requires a distinct number for users to contact.
Before you start
Things you need to know:
You must be an account owner or chat admin to manage teams.
Learn more in Roles and permissions of chat.
You can create a maximum of seven chat teams in your account.
For webchat, if you only have one chat team, and you hide it, then the webchat widget and icon no longer appear on your website.
Default chat teams can't be deleted.
Deletion is permanent. Once you've deleted a chat team, you can't get it back. Before deleting, always be sure you want to remove it.
For WhatsApp chat, a team is automatically created for you once your WhatsApp connection is successfully completed.
Add a chat team
Expand the User menu, then go to Settings > Chat > Chat Settings.
Select the + icon next to your current Chat team tabs.
Under Overview, for Team name, enter your chosen team name.
Select + CHOOSE AGENTS to add agents to your chat team.
For Complete inactive chats after, expand the drop-down menu and choose the time frame you want.
Learn more in the section Chat auto-completion.If the team has access to two-way SMS chat, then under SMS, expand the SMS number drop-down menu and select the number for this team to use.
If the team has access to webchat, then under Webchat:
For Team picture, select CHOOSE FILE and select the image you want to use.
For Show team in chat widget, select ENABLE to display this team in the webchat widget. Select DISABLE to hide the team.
For Automated messages, select ENABLE to configure settings for:
Welcome message
In-chat email address request
End of chat message
Out of hours message
Learn more about configuring these settings in Set webchat online hours and automated messages.
Select SAVE.
Delete a chat team
Expand the User menu, then go to Settings > Chat > Settings.
Select the tab of the chat team you want to delete.
Select DELETE.
On the confirmation message, select DELETE (THIS CANNOT BE UNDONE) to confirm. If you've changed your mind, select CANCEL to go back.