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Configuración

Team

Give your team access, decide what each person can do and split conversations across groups.

Before you start

Open Team near the bottom of the sidebar. You need permission to view users. The number of members depends on your plan.
Team members list
Team shows each person with their role, status and groups.

Add a person

You create the account and give the person their password; Recaudo does not send an email invitation.

  1. Open the form

    Click New member.

  2. Fill in their details

    Enter Full name, Email, Phone and, optionally, Job title. Set a Password and share it with the person through a secure channel.

  3. Choose their role

    Admin has full access. Manager sees everything and manages the team and conversations, but can’t delete users. Operator creates links, sees customers and handles the conversations assigned to them. Viewer is read-only.

  4. Set up chat handling

    Under Agent settings check Is a conversation agent, the maximum simultaneous conversations, their channels and their Agent groups.

  5. Save

    Click Create member. The person can now sign in with their email and password.

Set who reports to whom

The hierarchy lets each supervisor see their people’s work.

  1. Edit the member

    Open the person and click edit. The hierarchy is only set when editing, not when creating.

  2. Assign their supervisor

    Under Manager / supervisor pick their direct boss, or add their people under Direct reports.

  3. Check the org chart

    Click Org chart to see the full structure.

Remove someone’s access

When someone leaves the team, deactivate them so they can no longer sign in, without losing their history.

  1. Edit the member

    Open the person and click edit.

  2. Change the status

    Under Role and status change Status to Inactive and save.

  3. Reassign their conversations

    Transfer their open conversations to another person or a group from the inbox.

Split conversations with agent groups

An agent group is a team (sales, collections, support) that receives conversations. Inside the group they are handed out in turns among available agents.

  1. Create the group

    In Team click Groups and then New group. Give it a name, description and color.

  2. Add members

    Under Group members add people and choose their Role in the group: Agent, Manager or Administrator.

  3. Tune the distribution

    Under Assignment rules decide whether the conversation moves to the next available agent and whether it is assigned even when the agent is offline.

Tip

Mark people as unavailable when they go off shift or on vacation: automatic distribution then stops assigning them new conversations.

Next steps

Conversations Assign and transfer conversations to your team. Settings Everything about your account in one place.
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