Team Management

Team Management

selfless.chat offers comprehensive tools for managing support teams, allowing you to organize platform users efficiently and segment the conversation flow based on departments and specific agents.

Administrators can register new users directly through the admin panel. [Click here to learn how to add new users.]

When creating a user, you can define:

Name and email

Role or job title

Access permissions

Department(s) they belong to

This structure makes it easier to control access to platform features and ensures information security.

Departments

You can also assign departments to registered users to streamline conversation distribution and internal organization.

Departments are logical groupings used to segment conversations by area of responsibility, such as “Support,” “Sales,” or “Finance.” Each department can include one or more agents, allowing conversations to be routed automatically or manually to the appropriate team.

[Click here to learn how to configure departments.] They can be used to:

Route conversations based on customer selection (via menus or automations)

Organize support queues by sector

Facilitate reporting segmented by area

Assigning Agents to Conversations

Once users are registered and organized into departments, selfless.chat allows you to assign specific agents to each conversation. This can be done in two ways:

Manual: a supervisor or agent with the proper permission can assign a conversation to another team member.

Automatic: based on routing rules (e.g., round-robin or available queue), responses to initial forms, or customer-selected departments.

This feature ensures faster and more organized support, preventing agent overload and improving the customer experience.