Creating and editing teams
June 1, 2020
To create live chat agent teams in CHAT, in the TEAMS page click on CREATE TEAM.
A popup will appear on the screen. In the popup, select the bot that the team will be assigned to and enter a team name.
To add a team avatar, click UPLOAD PHOTO.
Once all the team information has been entered, click CREATE.
To edit the settings for a team, click on the edit pencil icon on the right end of a team.
To change the team Avatar or Name, click on the GENERAL tab.
To change the avatar, click UPLOAD PHOTO.
To change the team name, type a new name in the Name field.
Once all the team information has been updated, click SAVE.
To add agents to a team, click on the AGENTS tab. Please refer to the Adding agents article to learn more about how to add agents to a team.
All incoming chats will be listed under Pending Chats in LIVECHAT page if there is no Agents assign to a team.
To add a welcome message in the Chat (only use the live chat and not using a bot or agent takeover block), click on the WELCOME MESSAGE tab.
Enable the Welcome message slider.
Type the welcome message in the text field and click SAVE.
Please refer to the Setting up livechat article for more information about setting up live chat on your website.
Canned replies allow agents to create and select pre-written replies in CHAT. Please refer to the Creating and editing canned replies article for more information.
To delete a team, click on the bin icon on the right end of a team.
A popup will appear on the screen.
In the popup, select a fallback team to which chats will be transfer after the selected team gets deleted.
Then, click the DELETE button.
For additional instructions, please contact your AICX manager.