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Teams & Branches

The Members area covers more than individual people — you can also organize members into teams, and group those teams into branches. This gives your chats and workflows a structure that matches how your business actually operates.

To manage teams and branches, go to Settings and open Members — it has Members, Teams, and Branches pages. Managing teams and branches needs the permission to create team members.

Teams​

A team groups members who work together — for example, a Sales team or a Support team.

To create a team:

  1. Go to Settings → Members → Teams.
  2. Click New Team.
  3. Fill in the details:
    • Team name — e.g. "Sales".
    • Description — what the team is for.
    • Branch — the branch this team belongs to (optional).
    • Members — the team members who belong to this team.
  4. Click Save.

You can Edit or Delete a team at any time. Deleting a team does not remove its members from your account — it only removes the grouping.

Branches​

A branch groups teams by location or division — for example, "Head Office" or "Melbourne".

To create a branch:

  1. Go to Settings → Members → Branches.
  2. Click New Branch.
  3. Fill in the details:
    • Branch name — e.g. "Head Office".
    • Description — what this branch covers.
  4. Click Save.

Like teams, branches have Edit and Delete actions.

Transferring Chats to a Team​

Once you have teams, a chat can be transferred to a whole team instead of one person:

  • Every member of the team gets a real-time notification about the incoming chat.
  • The first member to accept takes the chat.
  • The transfer banner clears for everyone else automatically.

This means an urgent conversation goes to whoever is free right now, rather than sitting in one person's queue.

tip

Set up a team per function (Sales, Support) and transfer chats to the team rather than an individual. Response times improve because the fastest available person picks it up.

Next Steps​