Teams

Requires the Manage teams user permission to edit.

Requires at least one user role with the Team permission set.

---

Definition

A team is a group of users operating as live representatives in conversations.

All conversations begin between a person and an AI assistant. If the assistant has a Human Handoff action, the conversation can be transferred to a specific user, any user, or a specified team.

When transferred to a team, conversations are automatically assigned to a member of the team based on any assignment rules from the associated sub-company.

Teams are typically used to address audience segments by language, geography, or brand, but can serve any purpose.

---

Configuration

To manage the company's users, go to the settings panel and select Teams.

Create a Team

1. In Team settings select Create Team.

2. Edit the new team's settings as described below.

3. Select Save.

---

Team Settings

Select the team in the Team table for its panel options:

• Avatar (optional) — an image to visually identify the team in Proto AICX.

• Team name — the title of the team.

• Users (optional) — the team's members that function as live reps.

• Role — all users with the chosen role are de facto members of the team. To distinguish between reps that happen to use the same role and permissions, you'll need to generate multiple roles, i.e. "English Reps" and "Tagalog Reps".
• Sub-Companies — the team must be associated with one or more sub-companies to inherit settings like banning, tags, conversation assignment, canned replies, and more.

---

Delete a Team

1. In the Teams table, select one or more team checkboxes.

2. Select Delete Team and confirm.