Tutorials｜CAAC Team Management

Creation Date: December 14, 2023

Created By: Crescender Lab

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# CAAC

# 💁🏻‍♀️ Advantages

# ▶︎ Plan Availability

Already enabled CAAC
Suitable for brands that already have multiple seats

# ▶︎ Setting

# ➤ Operational Permissions

Different levels of team management operations can be carried out according to different permission roles:

1. Untitled step

# ➤ Creating / Deleting Teams

💡 Reminder: Only role (5)Owner and (4)Primary admin with permission can create / delete teams.

2. Click on "Add Team" on the top right corner.

3. Enter the team name.

4. Choose an assignment rule. There are two types of assignment rules: by queue and manual. Each team can set its own assignment rule according to its needs, which can allow team members to take turns or manually assign tasks to specific members of the team.

Choose an assignment rule. There are two types of assignment rules: by queue and manual.
Each team can set its own assignment rule according to its needs, which can allow team members to take turns or manually assign tasks to specific members of the team.

5. - Select the team members who need to be included in the team. - After completing the settings, click "Save".

💡 Reminder: If a agent has multiple organizational functional roles, they can be included in multiple different teams, not limited to a single team.

6. Once created, the team will appear in the list of created teams. You can click the pencil icon on the right to edit, or the trash can icon on the right to delete.

🚨 Note: When you want to delete a team, the system will remind you. If the team has been set as an assigned rule, it cannot be deleted. You can click the link in the prompt window to modify it and delete it after modification. In addition, once a team is deleted, if a conversation has been assigned to a agent in the team, the conversation will only be assigned to that agent. If the conversation has been assigned to the team, it will become unassigned after the team is deleted.

Once created, the team will appear in the list of created teams. You can click the pencil icon on the right to edit, or the trash can icon on the right to delete.

# ➤ Edit Team

Click on the pencil icon to the right of the team in the team list to enter the edit team page.

7. You can edit the basic information of the team, such as the Team name, Description, and Routing rule.

8. Owners role (5)Owner and (4)Primary admin and (3)Admin with permission can enter the team settings page. They can confirm the on-duty status of team members on the edit team page and make modifications.

Owners role (5)Owner and (4)Primary admin and (3)Admin with permission can enter the team settings page. They can confirm the on-duty status of team members on the edit team page and make modifications.

ℹ️ 💡Reminder: Once the status of a team member is adjusted, it will be applied to the status of the member in other teams as well.

9. You can download the QR code required for the designated assignment from the QR code field and remove specific team members by clicking the trash icon.

You can download the QR code required for the designated assignment from the QR code field and remove specific team members by clicking the trash icon.

10. Click "Customize Table" to adjust the fields that you want to view and access on the edit team page according to your needs.

# ➤ Utilizing Teams in Different Routing rule setting

# 1. Automatic Assignment

You can set up automatic assignment rules based on different team attributes to assign them to different teams.

11. Click on Routing rule setting…

# 2. Manual Assignment

You can manually assign a conversation to a specific agent belonging to a particular team in the conversation interface.

💡 Note: If you have set up teams, you can view the assignment list by individual agent or by the team they belong to.

ℹ️ 🚨 Caution: If you have set up teams, you can view the assignment list by individual agent or by the team they belong to.In the future, CAAC will develop conversation performance tracking reports. If you want to attribute conversation performance to a team, please choose a agent from the team you belong.If you choose an individual agent, the performance will only be attributed to the individual and will not be attributed to the team.

12. Click on Assign to…

# ➤ The impact of team access on accessing conversation content

In the conversation interface, you can click on the dropdown menu of "All Conversations" and select "Assigned to My Teams" besides "Assigned to Me".

ℹ️ 💡 Reminder:Only the (5) Owner and (4) Primary Admin have access to view conversation content from other teams.If a conversation that was originally assigned to Team A is reassigned to Team B, members of Team A including (3) Admin, (2) Primary agent, and (1) Agent will no longer have access to view the conversation content.If members of Team A use the MAAC member list to search for a specific friend and clicks on the "Open One-on-One Conversation" icon, and if the conversation with that friend is assigned to Team B, the system will display a prompt indicating that the conversation has been assigned to another team. Members of Team A including (3) Admin, (2) Primary agent, and (1) Agent will not have access to view or participate in the conversation.

13. Untitled step

# ➤ View team settings for different roles

14. (5) Owner and (4) Primary Admin can see all roles and their associated teams from the organization settings.

15. Each permission role can view their own assigned teams from their personal profile.

# Setting Agent Profile

Brands can set a "Representative Avatar," and when the representative replies to a conversation, the user interface will display:

❶ Assigned representative avatar

❷ Assigned representative name

ℹ️ Only users with (5) Owner permissions have the authority to make organizational adjustments.

16. Go to "Organization Settings" to configure the representative avatar.

17. - Click on "Chat Settings." - Check the option for "Display Representative Avatars."

18. Representatives can independently perform the following actions in their personal profile located at the bottom left of CAAC: ❶ Avatar configuration ❷ Display name adjustment

19. Click on Upload Image…

20. Click on highlight