Settings: My Staff

The “Team Management” section is the place where you can manage your team’s information. Here you can add, edit, and delete team members. Follow the quick steps below to manage your team.

Step 1: Access Team Management

• Navigate to Settings > My Staff> Team Management.
• Click “Add Employee” to add a new team member.

• Click the edit or trash can icon next to an existing team member to edit their access or delete the user.

• You can also search or sort by role in the top right.

Team Management

This section allows you to edit User information, permissions, roles, Call & Voicemail Settings, User Availability, and User Calendar Configuration.

User Info

This area will allow you to update the information tied to specific users such as name, email, phone number, and password. Unique features here include email signature configuration and default calendar.

User Permissions

Toggle on and off permissions for user management if you are an administrator

User Role

Change role from user to admin and vice versa

Call & Voicemail Settings

Select a dedicated number for the user for inbound calls and adjust the incoming call timeout here. You can forward calls to the web application and/or the mobile app from this menu by selecting the checkboxes.

In-App Call for IVR: How to Use

This feature allows IVR calls to be routed directly to either a staff member's mobile phone or their web and mobile app. This enhancement increases flexibility for staff members and improves the overall user experience by ensuring that important calls are not missed.

How to Configure:

1. Go to Settings: Navigate to the settings section and select "My Staff."
2. Edit Staff Member: Click on "Edit" next to the staff member's name.
3. Call & Voicemail Settings: Go to the "Call & Voicemail Settings" section.

1. Select Default Channel for IVR:
   • Web App: Route IVR calls to the web app.

• Mobile App: Route IVR calls to the mobile app.

• Phone Number: Route IVR calls to the staff member's phone number.

This setup allows you to determine how each staff member receives IVR calls, providing the flexibility to choose the most convenient method for them, whether through the web app, mobile app, or directly to their phone number.

User Availability

For calendars where users are a part of a team with other agents. You would select your preferred meeting location such as their Zoom account then set what days and times they are available.

User Calendar Configuration

If the team member has a Google/Outlook calendar integrated in the settings area then you can adjust the integration here.

Managing User Notifications: In-App, Email, and SMS

Easily customize and control user notifications across in-app, email, and SMS channels to ensure timely and relevant communication with your audience. By managing notifications across multiple channels, you can enhance user engagement, reduce unnecessary alerts, and improve the overall user experience.

Pro Tips

• Use Default Channels for IVR Calls: Customize each team member’s IVR call routing by selecting their preferred channel—web app, mobile app, or phone number—to avoid missed calls and streamline responsiveness.
• Leverage User Availability Settings for Efficient Scheduling: Set team members' availability on shared team calendars, including preferred meeting locations (such as Zoom), to avoid conflicts and maximize booking efficiency.
• Organize Permissions and Roles by Role Sorting: Use the role-based sorting function in Team Management to quickly locate and manage permissions, particularly for larger teams.
• Manage Notifications Smartly to Avoid Overload: Customize notification settings across channels to ensure each team member only receives essential alerts, enhancing their focus and productivity.
• Set Clear Call Timeout Limits: In Call & Voicemail Settings, set an appropriate call timeout to help ensure calls are answered in a timely manner, improving customer satisfaction.

FAQ

1. How do I add a new team member in Team Management?
To add a new team member, navigate to Settings > My Staff > Team Management and click on Add Employee. Fill in the required information and save the entry.

2. Can I adjust user permissions and roles in Team Management?
Yes, you can. In the User Permissions section, administrators can toggle specific permissions on or off, and you can also switch a user’s role between user and admin in the User Role section.

3. How do I set up Call & Voicemail settings for individual team members?
In the Call & Voicemail Settings section, you can assign a dedicated phone number for inbound calls, set call forwarding options, and configure IVR routing for either the web app, mobile app, or directly to the user’s phone.

4. Can I customize notification preferences for each team member?
Yes, notification preferences can be adjusted for each team member across in-app, email, and SMS channels to align with user preferences and improve communication efficiency.

5. What should I do if a team member is unable to access the calendar?
Ensure that their Google or Outlook calendar is correctly integrated in the User Calendar Configuration section under Settings. You can adjust the integration here for seamless access.