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Teams allow you to organize users within a client organization into functional groups. This is useful for managing departments, handling chat handoffs to specific teams, and tracking team performance.

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Overview

The Teams feature enables you to:

Organize Users

Group organization members into logical teams like “Sales”, “Support”, or “Technical”.

Manage Handoffs

Direct chat handoffs to specific teams based on customer needs.

Track Performance

Monitor team-specific analytics and response times.

Control Access

Assign team-based permissions and access controls.

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Accessing Teams Management

1

Navigate to Client Tab

Go to the Client tab in your Convocore dashboard.
2

Select Organization

Find the client organization you want to manage from the list.
3

Access Management

Click the Manage button next to the organization name.
4

Switch to Teams Tab

Click on the Teams (X) tab to view and manage teams.

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Creating a New Team

1

Click Add Team

Click the Add Team button in the top right corner.
2

Enter Team Label

Provide a human-readable name for the team (e.g., “Customer Support”, “Sales Team”).
3

Set Team Key

Create a unique identifier for the team using lowercase letters and underscores.Example: customer_support or sales_team
Team keys must be lowercase with underscores for spaces. This key is used for API integrations and routing.
4

Add Description (Optional)

Provide a brief description of what this team does or handles.
5

Select Team Members

Choose users from the organization to add to this team. Users can belong to multiple teams.
Only users that have been created in the organization will appear in the team members list.
6

Create Team

Click the Create Team button to finalize the team creation.

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Understanding the Teams Table

The Teams table displays all teams within the organization with the following information:
The display name of the team shown to users and administrators.
The unique identifier used in the system and API calls. Includes a copy button for easy reference.
Optional information about the team’s purpose or responsibilities.
Shows the number of members and displays user avatars with names for easy identification.
Displays when the team was last modified, helping you track recent updates.
Action buttons to manage members, edit team details, or delete the team.

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Managing Existing Teams

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Editing a Team

  1. Click the Edit icon (pencil) in the Control column
  2. Update the team label, key, description, or members
  3. Click Save Changes to apply updates
Changing the team key may affect existing integrations and routing rules. Update your configurations accordingly.

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Managing Team Members

  1. Click the Manage Members icon (users) in the Control column
  2. Select or deselect users to add or remove from the team
  3. Changes are applied immediately

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Deleting a Team

  1. Click the Delete icon (trash) in the Control column
  2. Confirm the deletion in the prompt
Deleting a team will remove all team associations and may affect chat routing. This action cannot be undone.

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Use Cases for Teams

Department Organization

Create teams for Sales, Support, Technical, and Billing to organize your organization structure.

Shift-Based Teams

Set up teams for different shifts or time zones (e.g., “Morning Shift”, “APAC Support”).

Specialized Teams

Create teams for specialized functions like “VIP Support”, “Enterprise Sales”, or “Technical Escalation”.

Project Teams

Organize temporary or project-based teams for specific campaigns or initiatives.

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Teams and Live Handoff

Teams integrate with Convocore’s Live Handoff feature:
  • When a chat is handed off, you can route it to a specific team
  • Team members receive notifications for handoffs to their team
  • Analytics track performance metrics per team
  • Round-robin distribution can be configured per team
Use team keys in your agent’s handoff logic to route conversations to the appropriate team based on customer intent or query type.

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Best Practices

Clear Naming

Use descriptive team labels and consistent naming conventions across teams.

Document Team Keys

Keep a reference of team keys for developers and integrations.

Regular Reviews

Periodically review team membership to ensure accuracy as staff changes.

Balanced Teams

Distribute workload by maintaining appropriate team sizes.

Creating Users

Learn how to add users before assigning them to teams.

Managing Organizations

Understand organization-level settings and configuration.

Live Handoff

Configure how teams receive and handle customer handoffs.

Analytics

Track team performance and response metrics.