Teams on PipeOne: organize your company inbox

The Teams feature in PipeOne allows you to organize your company inbox efficiently by defining which conversations each team will see. This is achieved by associating tags with teams, ensuring that messages are routed to the right group of agents based on their expertise or responsibilities.

How Teams Work

  • Tag-based organization: New conversations are shown to teams based on the tags associated with them. For example, a "Sales" team might only see conversations with related tags.

  • Unmatched conversations: If a conversation doesn’t have a tag or doesn’t match any team’s tags, it will appear in all agents’ inboxes, ensuring no message is missed.

  • Automated tagging tip: Use the automated responses feature to add tags to conversations automatically based on customer inputs, streamlining the process further. Read more about automations.

 

How to set up a Team

  1. Navigate to Menu > Configurations > Teams and click on Add a New Team.

  2. Enter the following details:

    1. Name: Give your team a clear and descriptive name.

    2. Users (Agents): Add members who will be part of this team.

    3. Related tags: Define the tags that will route conversations to this team

PipeOne - setting teams
 

Using filters for teams

Conversations

  1. In the Conversations tab, click on All - Filter

  2. Select the team

PipeOne - team filters
 

Kanban

  1. Menu > Pipeline

  2. Click on the filter icon

By setting up teams in PipeOne, you can ensure that every conversation is directed to the right group of agents, improving efficiency and customer satisfaction.

Product Team