9bx Connect
Teams and agents
Decide who takes chats, how many at once, and for which skills.
Contents
- What it is for
- Who can use it
- Where to find it
- The screen explained
- Tasks
- Example scenario
- Tips
- Troubleshooting
- Related pages
What it is for
A team is a queue. Chats join a team's queue, and its members answer them. Skills route special topics to the right people.
Who can use it
Users with the Teams manage permission.
Where to find it
Chat & Messaging → Chat settings → Teams and agents
The screen explained
Teams on top, agents with their load below.
| Item | Meaning |
|---|---|
| New team / Edit team | Opens the team form. |
| Default | The team used when a widget names none (Default team). |
| Team name | Name shown to staff. |
| Skills | Chats that need a skill go to people who have it. |
| Members | People who answer. Each is an Employee or an Invited member. |
| Team leads | Leads of the team. |
| Chats at once | Capacity per member. Empty uses the organization default from Chat settings. |
| Agent, Chats / capacity | Each agent and their current load. Agents appear when you add people to a team. |
"No teams yet": a team is a queue, so add the people who answer it.
Tasks
Create a team
- Press New team.
- Enter Team name, add Skills such as "billing".
- Add Members and Team leads.
- Set Chats at once if some people should take fewer.
- Save, then pick the team on a widget under Team that takes the chats.
Example scenario
Padma Net Support has teams Support (default), Billing and Sales. Billing members have the skill "billing". The chatbot's handover step asks for that skill, so billing questions reach Billing agents only.
Tips
- Keep Chats at once between 2 and 4 for new agents.
- Always keep a default team.
Troubleshooting
Chats wait with "no agent online". Nobody in the team is Online. See Live chat board.