Overview
ChatFlow allows you to add team members and assign different roles to manage customer conversations efficiently. This article explains how to invite agents, assign roles, and manage team access.
User Roles in ChatFlow
- Administrator: Full access to all settings, billing, and team management
- Supervisor: Can monitor conversations, assign chats, and view reports
- Agent: Can handle assigned conversations and respond to customers
Inviting a New Team Member
2. Go to Settings in the left sidebar
3. Click on Team or Agents
4. Click Invite Agent or Add Member
5. Enter the team member's name and email address
6. Select their role (Administrator, Supervisor, or Agent)
7. Click Send Invite
8. The team member will receive an email with login instructions
Managing Existing Team Members
1. Go to Settings > Team
2. View the list of all active agents
3. To change a role: Click on the agent's name and update their role
4. To deactivate an agent: Click the options menu next to their name and select Deactivate
5. To remove an agent: Select Remove or Delete from the options menu
Assigning Conversations to Agents
1. Open a conversation in the Chats section
2. Click the Assign Agent option on the right panel
3. Select the agent from the dropdown list
4. The conversation will be transferred to the selected agent
Setting Up Teams and Departments
1. Go to Settings > Teams
2. Click Create Team
3. Enter a team name (e.g., Sales, Support, Billing)
4. Add agents to the team
5. Save the team
6. You can then route incoming conversations to specific teams
Best Practices
- Assign clear roles based on responsibilities
- Create separate teams for different departments
- Regularly review agent performance in the Reports section
- Deactivate accounts of team members who leave the organization