Add Teams
Teams in Neo allow you to organize your agents into groups based on their responsibilities. A user can be part of multiple teams, and you can assign conversations to a team for collaborative work.
How to Add Teams to Neo
Navigate to Team Settings
Go to Settings → Teams → Create New Team.
Create a Team
You will see the screen for adding teams. Create teams and group the issues/tickets to several groups, so assigned agents need to work in relevant teams only.
Team Details Form
The fields in the form are described below:
Team Name
Assign a name for the team
eg: Sales, Support
Team Description
Give a short description about the team
eg: Team to resolve queries related to sales of Hopkins products
Check box
Tick this box if you would like to auto assign the conversations in this team
If this is not ticked, the conversation will remain as unassigned.
Click on 'Create Team'.
Add Agents to the Team
The next step is to add agents to a team.
Whenever a conversation is assigned to this team, all the added agents will be notified.
Select the checkboxes for agents needed for this team.
Click on 'Add Agents'. Only these agents will be able to see these teams on their screens.
Finish the Process
Click on 'Finish' on the next screen.
You will be able to see the team added to your list of teams. You can edit or delete this team at any time.
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