Teams

Teams decide who sees which conversations in the Inbox, which senders they can write from, and which WhatsApp templates they can use. This article walks you through the Teams page, where you create teams and manage everything attached to them.

Opening the teams settings

To access the Teams tab options:

1. In your browser, log in to TextPeak with manager access privileges.
2. In the main TextPeak menu, select the Inbox tab.
3. Next, click Settings at the bottom left and navigate to the Teams tab.

The Teams panel on the left lists every team you can manage, with the number of agents in each. Select a team to load its details in the tabs on the right. If you have no teams yet, the page shows No team selected. Create a team to get started.

Creating a team

1. Click +New team in the top right.

2. Enter a name for the team.

3. Save the team. It appears in the TEAMS panel with no agents assigned.

   

A new team receives no conversations until you give it at least one agent and route messages to it. To send incoming messages its way, see the Incoming Routing page.

Editing or deleting a team

1. In the TEAMS panel, select the team.

2. Click the three-dot menu on the team.

3. Select the option you need, change the details, and save.

   

Assigning agents to a team

The Agents tab lists everyone in the team with their status and email address. The count beside the tab name tells you how many agents the team has.

1. Select the team in the TEAMS panel, then open the Agents tab.
2. Click Add teammate.
3. Select the agents you want to add, then confirm.

To find someone in a long list, enter their name in the Search agents field.

Removing an agent from a team

1. Open the Agents tab for the team.
2. Find the agent, using Search agents if you need to.
3. Click Unassign on their row, then confirm.

Limiting the WhatsApp templates a team can use

By default, a team's agents can use every approved WhatsApp template in the account. Add templates to the Templates tab when you want to narrow that down - for example, so a support team never sends a sales template.

1. Select the team, then open the Templates tab.
2. Click Add template.
3. Select the approved templates the team should be able to use, then confirm.

The tab lists each template with the stream it belongs to.

To create and submit templates for approval, see the Whatsapp template page.

Reviewing a team's sender profiles and incoming routing

The Sender profiles and Incoming routing tabs show what is attached to the team, so you can check a team's setup without leaving the page.

• Sender profiles lists the sender identities the team's agents can write from. To create a profile or restrict which teams can use it, see the Sender Profiles page.

  

• Incoming routing lists the rules that send messages to this team. To add or change a rule, see the Incoming Routing page.

  

A team with no sender profiles cannot start outbound conversations, and a team with no incoming routing rules receives no inbound messages. Check both tabs after creating a team.

For the rest of the manager options, see the Manager's Guide: Inbox Settings page.