Team Management
The Team page lets you view performance metrics, manage team members, handle invitations, and configure permissions. Access it from Settings → Organization → Team card, or directly from the sidebar.
Page Structure
The Team page has five tabs:
| Tab | Purpose |
|---|---|
| Performance | Agent metrics and analytics |
| Revenue | Revenue attribution by agent |
| Members | Current team members list |
| Invitations | Pending invitation management |
| Permissions | Role-based access control |
Performance Tab
Track your team’s activity over a selected date range.
Key Metrics
- Total Messages: Messages sent by all agents
- Conversations: Total conversations handled
- Avg CSAT: Average customer satisfaction score (0–5)
- Avg Response Time: Time to first response
- Resolution Rate: Percentage of conversations resolved
- Active Agents: Agents active in the period
Charts
- Daily Messages Sent: Bar chart of message volume
- Daily Conversations: Bar chart of conversation volume
- Resolution Rate Trend: Line chart over time
- CSAT Trend: Line chart of satisfaction scores
Individual Agent Performance
A table showing per-agent breakdown:
- Agent name
- Messages sent
- Conversations handled
- Resolution rate
- CSAT score
- Avg response time
- Revenue attributed
Revenue Tab
View revenue attribution metrics (if enabled):
- Total revenue by agent
- Conversion tracking
- Revenue trends
Members Tab
View and manage current team members:
- See all team members with their roles and status
- Edit member roles (if you have permission)
- Remove team members
Invitations Tab
Manage pending invitations:
| Column | Description |
|---|---|
| Invitee’s email address | |
| Role | Assigned role (Viewer, Agent, Manager, Admin) |
| Status | Pending, Accepted, or Revoked |
| Sent Date | When the invitation was sent |
| Expiry Date | When the invitation expires |
| Actions | Resend or Revoke |
Inviting Team Members
- Click Invite (top right)
- Enter the email address
- Select a role:
- Viewer: Read-only access
- Agent: Handle conversations
- Manager: Manage knowledge and team
- Admin: Full configuration access
- Click Send Invitation
The invitee will receive an email with a link to join.
Permissions Tab
View the permission matrix showing what each role can access:
- Feature-by-feature breakdown
- Role comparison table
- Understanding access levels