Managing Chat Teams & Members

Feature Overview

Terminus Chat Experiences uses Teams to organize all chat activities for a particular business unit, or functional group. More specifically, Teams can be used to segment your chat users based on the types of messages they will receive (like Sales vs. Support inquiries), or to group chat users that have different sets of rules assigned to them. Teams have their own segmentations, called Routing Groups, which allow you to target only specific members for answering specific chats.

It is unusual for an organization to need more than one Team, but there are certain scenarios where multiple Teams may be preferred. For example, if you have internal teams that do not interact regularly and/or operate very separately, and it would not make sense to route chats to a single group.

Other reasons for using multiple Chat Teams could include: 

• Your company has multiple subsidiaries and wants to keep chats completely separate.
• Your company operates in multiple countries and chats in different languages.

Here are some things to consider when deciding whether you want to manage one or more Teams:

• All individuals who are going to use Terminus Chat Experiences need to be added to a Team.  
• If you want to transfer chats from one group to another, they must be in the same Team.
• Chat performance management and analytics are Team-specific, and it is not possible to roll up the reporting detail for multiple Teams into a single report.
• Once a user is included in a Team, they can see all chats for that Team.
• All rules and customizations you create to define routing, your ChatBots, your chat themes, your automated responses, etc. will all need to be created in each Team independently. You cannot share those customizations across Teams.
• Once you define a Team, you will then add Members to represent the individual users or email inboxes that will be alerted of, or will have access to, the chats that are routed to them.   

Team Members & Member Roles

When you create a Member, you will assign a role to them. Member role options include:

• Administrators
• Non-administrators

A few note about Member roles:

• Administrators have access to configure settings in chat and to block callers.
• All Team Members have the same access to answering chats, including notifications and chat traffic.
• Members can belong to multiple Teams simultaneously, and can be notified / answer chats for multiple teams simultaneously.
• Members can place themselves on Do Not Disturb (DnD) on a Team-by-Team basis if they are not available to chat. 

Setting up a Team 

To create a new Team, navigate to the Administration page from the user menu.

1. To add a Team select the + Add a New Team button:

2. You will need to name the Team, and provide the email addresses of the Team members you would like to include.
   • More than likely, you'll want to have many Team members available to take a visitor chat. Anyone who will be an Admin for the system, or who should be able to answer a chat, will need to be included.
   • When new Members are invited via email, they will either be notified to create a Terminus Chat Experiences account, or join your Team if they already have a user account.

Managing Invited Team Members

If a new Team member has not received their invite email, you can use the “Invite Link” button to copy the URL and send the invitation to them directly.

• Please note: Team Member email addresses are case sensitive and must be added in all lowercase in order for an individual to access the platform.

Existing Team Members can also be easily deleted from the Team. (Note: Only system Admins can delete Team Members)

• When there are “Claimed Chats” that belong to a Team member you are deleting, those chats can be claimed by another user and do not need to be reassigned.
• Deactivated Team Members will not show in filters