Why it matters
Teams let you assign conversations to a group of users in one action instead of assigning individuals one by one. This helps distribute work more effectively and ensures conversations reach the right people.
Key Concepts
Team: A named group of users within an organisation that can be assigned to conversations.
Assignment method: The rule that determines how conversations are automatically assigned to team members.
Channels: The communication channels where a team can receive and manage conversations.
Business hours: The days, times, and time zone when a team is considered available.
Step-by-Step: Create and Manage Teams
Open Settings in Whippy.
Navigate to Organisation settings and click Teams.
Review existing teams or click Add team in the top-right corner.
Enter a Team name and optional Squad name.
Select an Assignment method: Manual, Round robin, or Balanced.
Choose the Channels this team operates in.
Click Save team to create the team.
To edit a team, click the More options (three vertical dots) and select Edit team.
Add team members by searching their name or email, then select them.
Click Save after each change to apply updates.
Adjust Business hours by selecting a time zone, toggling days on or off, and setting hours.
Update team details using the gear icon, or delete the team using the trash icon.
Click Save team to confirm any changes.
Tips and Best Practices
Use clear, functional team names such as Sales or Customer Support.
Choose Balanced assignment to evenly distribute active conversations.
Remember to click Save after adding or removing each team member.
Align team business hours with actual staff availability to avoid misrouting conversations.
Troubleshooting
Issue | Possible Cause | Fix |
Team member not added | Changes not saved | Click Save after adding the member |
Conversations not assigned automatically | Assignment method set to Manual | Update the assignment method in team settings |
Team not available | Business hours disabled or incorrect | Review and update business hours |
Cannot find a team | Filters or search applied | Clear filters or adjust search terms |