Managing Chat Teams & Members

Feature Overview

Terminus Chat Experiences uses Team Management to organize all chat activities for a particular business unit, or functional group. More specifically, Team Management 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. Managed 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 Managed Team, but there are certain scenarios where multiple Managed 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 Managed 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 Managed Team.  
• If you want to transfer chats from one group to another, they must be in the same Managed Team.
• Chat performance management and analytics are Managed Team-specific, and it is not possible to roll up the reporting detail for multiple Managed Teams into a single report.
• Once a user is included in a Managed 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 Managed Team independently. You cannot share those customizations across Teams.
• Once you define a Managed 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 Managed Team Members have the same access to answering chats, including notifications and chat traffic.
• Members can belong to multiple Managed 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 Managed Team 

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

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

2. You will need to name the Managed Team, and provide the email addresses of the Team members you would like to include.
   • More than likely, you'll want to have many Managed 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 Managed Team if they already have a user account.

Managing Invited Team Members

If a new Managed 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 Managed 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