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Teams

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Teams

When you create an account with Rasayel, a default team with your company name is automatically created. It includes all of the channels you connect and and all of the team members you add. If later you connect more channels and add more team members, they automatically get added to the default team.

You can also create your own team(s), which includes certain channels, assignments rules, team members and working schedules. Teams is a new feature that allows you to group users together for easier collaboration. You can control visibility for each user, so that only the relevant team members can see the information they need. This makes it easier to manage large projects and keep track of progress. You can add and remove team members as needed, and adjust their visibility settings to ensure that everyone has access to the information they need to get the job done.

Creating a team

Creating a team, adding channels and team members.

You can create a new team by doing the following

  1. Go to the Settings.
  2. Select Teams from the sidebar.
  3. Click Create a new team.
  4. Give your team a name and select an emoji (optional).
  5. Click Save.

On the next page, there are a few sections that we talk about below.

Channel visibility

This is where the core team visibility lies. You can control the team’s visibility by scoping only the channels that this team should see and focus on.

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To add a channel to the team, follow the steps below:

  1. Click + Add Channel.
  2. Select all of the channels that you’d like your team members to have access to.

Team Users

This is where you can include or exclude certain users from the team.

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To add users to the team,

  1. Click + Add users.
  2. Select all of the users of your team.

When a user is added to a team, they will have access to all of the channels that are associated with that team. However, team members can also be restricted from viewing certain channels within the team. This allows team administrators to control the information that each team member has access to, and to ensure that sensitive data is only visible to those who need to see it. By carefully managing channel visibility, teams can work more efficiently and effectively, without sacrificing security or privacy.

To control a member’s visible channels follow these steps:

  1. Click on the channels drop-down beside the user that you want to have some channels restricted.
  2. Select the desired channel(s) that you want the user to only see.
  3. Click Apply.
  4. The user’s visibility is limited to the channel(s) you selected for them.

For each channel associated with the team, we indicate the count of users that have this channel visible

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If a channel isn’t visible to any user it will be indicated with a small warning underneath like this

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Assignment

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Each Team has its own assignment options, which can be set in the Assignment section. Currently, there are two options: Unassigned and Last busy.

If the team's assignment option is set to Unassigned, any conversation assigned to the team will be marked as unassigned and need to be manually picked up by a team member.

If the team's assignment option is set to Last busy, any conversation that is assigned to the team will be automatically assigned to teammates based on when the teammate was last assigned to a conversation.

You can simply change the assignment option for a team:

  1. Under Assignment, select the new assignment.
  2. Click Save.

Team Schedule

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Teams can also set their own schedules. This allows teams to indicate their availability and office hours based on their time zone, making it easier for teams to coordinate and collaborate across different time zones, and ensures that team members are aware of each other's availability. By setting schedules, teams can work more efficiently and effectively, and reduce the risk of misunderstandings or delays caused by differences in time zones.

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When team members mark themselves as "away," they won't be assigned new conversations. However, if a team member is the only one in a certain team and an incoming conversation is assigned based on a rule that includes that team, they'll still be assigned to that conversation, even if marked as "away.”
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Teams that are out of office will be indicated in the assignment drop down using the little moon 🌙 icon as shown below.

To modify a team’s schedule, follow these steps:

  1. Go to the “Team Schedule” section.
  2. Uncheck the non working days to indicate that the team is out of office in those days
  3. Add shifts for working days by clicking on the + button. (You can also add multiple shifts in the same day).
  4. Change the starting and ending time of each day as you wish.
  5. Click Save to save your changes.

Inbox Experience

Inbox sidebar

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Teams inbox

Every Team has its own Inbox and an Unassigned inbox.

  • Inbox
    • Conversations from channels that are visible to the team and not assigned to another team
    • Conversations that are assigned to the team.
  • Unassigned:
    • Conversations that are assigned to this team but not assigned to a user yet.

Assignment dropdown

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Conversations can be assigned to either a team or to a specific user. This provides greater flexibility and control over how conversations are managed, and makes it easier for teams to collaborate and work together to resolve issues and complete tasks. By assigning conversations to the appropriate team or user, teams can work more efficiently and effectively, and ensure that issues are resolved quickly and accurately.

The assignment dropdown will also indicate

  • Teams you’re a member in
  • Teams that are out of office according to their set schedule (using the little moon icon)

To assign a conversation to a team,

  1. Select the conversation.
  2. Click the assignment button.
  3. From the dropdown menu, select the team you’d like to assign it to.
  4. That’s it!

Inbox Rule actions

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You can assign a conversation to a specific team using inbox rules with the Assign to team

action. Follow the steps below:

  1. Go to Settings.
  2. Click on Inbox rules.
  3. Click New rule.
  4. Type a name for the rule.
  5. Under “When”, click on the drop-down menu and select A customer starts a new conversation.
  6. Under “If”, click + Condition. Select at least one condition.
  7. Under “Then”, click + Action. Select Team Assign.
  8. Click Save.

For more information, see inbox rule.

Workflow bot actions

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We have a Connect to team action in workflow bots to allow assigning the correct team to a conversation based on the flow of your bot.

When creating a bot flow, under “Action”, find Connect to teams. Push the toggle to the right. Click on the dropdown menu under it and select the team you’d like to assign the conversations to.

For more information, see Bots.

Deleting a team

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To delete a team, simply click the delete button, either from your list of teams, or from the team page itself. Once you click on it, you’ll be required to add a replacement team in order to:

  • inherit the conversations that are permanently closed
  • replace teams if it is assigned via an inbox rule or a chatbot

To delete a team, follow these steps:

  1. Go to Setting.
  2. Select Teams.
  3. Find the team you’d like to delete. Click on the three dots next to it. Click Remove Team.
  4. In the window that opens, select the fallback team from the dropdown menu. Click Delete.
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Default team that is automatically created when you signup for Rasayel cannot be deleted. If you create only 1 team yourself and later decide to delete it, the fallback team will be the default team.

FAQ

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Why can’t I find the team or channel sections in the navbar?

We spend a lot of time trying to understand what features is valuable or not to our users. From the data we had, only 2% of you ever clicked on these sections so we decided to remove them. However, if you want to see conversations for a specific channel or user, you can always create an inbox view or simply filter by the channel or user that interest you.

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What are teams good for?

Teams are great if you have many team members that need to be organised a specific way to handle conversations or need to only access some channels. If you don’t have these needs, don’t worry, by definition, all your team members will be in a default team.

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Can I restrict channel access within a team?

Yes! Once you added your users to a team as well as all the channels, you can restrict user access to specific channels by opening the dropdown saying “All Channels” in the user list. By default, users in a team can see all channels, but you can restrict it as much as you want.