Engage Digital | Creating teams

Agent configuration
Intro to agent configuration

Creating an agent

Updating agent permissions

Assigning roles to agents

Managing agent identities

Updating agent profiles

Editing agents in bulk
Teams
Intro to teams

Creating teams
Roles and permissions
Intro to roles

Managing roles
Presence statuses
Intro to presence statuses

Configuring presence statuses
Agent capacity
Intro to agent capacity

Managing agent capacity
Channels
Intro to channels

Configuring channels
Communities
Intro to communities

Creating communities
Messaging variables
Intro to messaging variables

Configuring messaging variables
Messaging notification templates
Intro to messaging notification templates

Managing messaging notification templates
Messages
Intro to messages

Creating folders

Using search queries
Categories
Intro to categories

Creating categories
Channel groups
Intro to channel groups

Configuring channel groups
Routing strategies
Intro to routing strategies

Configuring routing strategies
Rules
Intro to rules

Configuring rules

Setting conditions for rules
AI engine
Intro to AI engine

Configuring AI routing

Configuring AI filtering
Custom fields & identity tags
Intro to custom fields

Adding custom fields

Using identity tags
Reply assistant
Intro to the reply assistant

Organizing groups

Configuring groups
Email templates
Intro to email templates

Configuring email templates
Account settings
Intro to settings

Configuring account settings

Configuring security settings

Setting business hours

Adding notifications
Security settings
Intro to security settings

Configuring security settings
Business hours
Intro to business hours

Setting business hours
Notifications
Intro to notifications

Configuring notifications
Audit log
Intro to audit log

Viewing the audit log
Extensions
Intro to extensions

Configuring extensions

To create a team and assign team leaders and agents to the team, complete the following steps:

1. Navigate to Users > Teams via the left-hand navigation bar

2. Click Add at the far right to add a new team

3. Enter the name of the team in the Name field

4. Select one or more team leaders from the Leaders dropdown menu

5. Select one or more users from the Agents dropdown menu

6. Click Save

Once you’ve created a team, you can add more leaders or agents to the team as needed.