Invite your team and route conversations
Team members are unlimited on every paid plan, so there is no saving in sharing a login — and a shared login makes assignment, the audit trail and per-agent reporting useless.
Inviting someone
- Settings → Team → Invite.
- Enter their name, email and WhatsApp number.
- Pick a role.
- They get an invitation link, set their own password, and are in.
Roles
| Role | Can do |
|---|---|
| Owner | Everything, including billing and deleting the workspace |
| Admin | Everything except billing |
| Manager | Their team's conversations, leads and reports; can reassign |
| Agent | Their own assigned conversations and leads |
The split that matters: an Agent can work an inbox without being able to export the contact list or change a price. Give the narrowest role that lets someone do their job — widening it later takes ten seconds.
Assignment
A conversation has one owner at a time. That is deliberate: two agents answering the same customer with two different prices is worse than a slow reply.
- Round-robin shares new conversations evenly across whoever is marked available.
- By rule routes on source, keyword, language or pipeline stage — Arabic to the Arabic speakers, website enquiries to sales, order problems to support.
- By hand for the rest. Anyone can reassign, and the handover carries the whole thread, so the next person is not asking the customer to repeat themselves.
Availability
Agents mark themselves available or away. Away agents are skipped by round-robin, which is the difference between a fair rota and every conversation landing on whoever forgot to log out.
Alerts
Set under Settings → Notifications, per person:
- Web push to the mobile app — what field staff actually get.
- WhatsApp — the most reliable, since it is the app they already have open.
- Email, Slack or Telegram for managers who want a record.
- SMS as a last resort when nothing else got through.
A fallback chain means an urgent enquiry is never only in one place that nobody opened.
Escalation
Set a time on the queue — fifteen minutes for a new enquiry is typical. If nobody has replied by then it escalates to a manager.
This is the single setting that most changes how a team performs, because the most expensive conversation is the one sitting unread while everybody assumes somebody else has it.
Reminders
Set a follow-up from inside the chat and it arrives on the right day, with the right person, whether or not they remember. Overdue ones rise to the top of the queue and escalate.
The most common reason a lead dies is that nobody called back — not price, and not the competition.