Human Agent

Team Management

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Running customer communication with a single person works up to a point -- but once your message volume grows, you need a team. Chatmo's team management features let you create agents, invite members, organize them into teams, and manage roles -- all from a single dashboard page.

Team Management Overview

The team management page is organized into 4 main tabs, each serving a specific function:

Tab	Purpose
Agents	Lists all agents registered in your organization, along with their status and role
Teams	Groups of agents organized by function or department
Invitations	Tracks sent invitations and their status (Pending, Accepted, Expired, Revoked)
Roles	Role configuration and access permissions for each user level

Agents Tab

This tab displays every agent in your organization. It includes search and filtering capabilities to help you manage your team efficiently:

• Search -- Find agents by name (debounced search for optimal performance)
• Role Filter -- Filter by role: All, Owner, Manager, or Agent
• Status Filter -- Filter by status: All, Active, Inactive, or Suspended

Teams Tab

This tab shows all teams that have been created. You can search for teams by name using the search field.

Invitations Tab

This tab manages sent invitations. Available features:

• Search -- Find invitations by email address
• Status Filter -- Filter by status: All, Pending, Accepted, Expired, or Revoked
• Actions -- Resend or Revoke invitations that are still active

Creating a New Human Agent

In addition to inviting members via email, you can create agent accounts directly from the dashboard.

Steps to Create an Agent

1. Navigate to Human Agent in the sidebar and make sure you're on the Agents tab.
2. Click the Add New Agent button at the top of the page.
3. The "Add New Agent" modal will appear. Fill in the following fields:
   • First Name (required) -- The agent's first name
   • Last Name (optional) -- The agent's last name
   • Email (required) -- Email address used for login
   • Job Title (optional) -- The agent's position or title
   • Password (required) -- Minimum 8 characters
4. Select a Role for the agent by choosing one of the following options:
   • Agent -- Access to Messages only. Limited contact visibility.
   • Manager -- Access to all modules. Cannot manage other managers.
   • Owner -- Full access to all modules. Complete control.
5. Click Create Agent to save.

Inviting New Team Members

If you want to invite someone who already has an account or prefer that they sign up on their own, use the invitation feature.

Steps to Invite a Member

1. Navigate to Human Agent and make sure you're on the Invitations tab.
2. Click the Invite Member button.
3. The "Invite Member" modal will appear with the subtitle "Send an invitation email to join your team." Fill in the following:
   • Email (required) -- The email address of the person you want to invite
   • Role -- Select a role: Agent, Manager, or Owner
4. Click Send Invitation to send the invite.

The invitee will receive an email with a link to join your organization. Once they accept the invitation, they can access the dashboard according to their assigned role.

Creating Teams

Teams let you group agents by function or department. For example, you might create "Customer Support," "Sales," and "Billing" teams so conversations can be routed to the right group.

Steps to Create a New Team

1. On the Human Agent page, click the Teams tab.
2. Click the Create New Team button.
3. The "Create New Team" modal will appear. Fill in the following:
   • Team Name (required) -- For example, "Customer Support Team"
   • Description (optional) -- A brief description of what the team does
4. Configure Auto-assign Conversations -- Check this box if you want new conversations to be automatically distributed to available team members.
5. In the Add Members section, search for and select members to add to the team using the search field and checkboxes. Use pagination if the member list is long.
6. Click Create Team to save.

Deleting Agents

If you need to remove an agent from your organization:

1. Open the Agents tab on the Human Agent page.
2. Find the agent you want to delete.
3. Click the delete button next to the agent's name.
4. A confirmation dialog will appear showing the agent's name along with the warning: "This action cannot be undone. All access and configurations will be permanently removed."
5. Confirm the deletion.

Deleting Teams

If a team is no longer needed:

1. Open the Teams tab on the Human Agent page.
2. Find the team you want to delete.
3. Click the delete button next to the team name.
4. A confirmation dialog will appear showing the team name along with the warning: "This action cannot be undone. All members will be unassigned from this team."
5. Confirm the deletion.

Best Practices for Team Management

• Structure teams to reflect your workflow -- Match your team structure to your actual business operations. Avoid creating too many small teams that add complexity without value.
• Keep at least two members per team -- This ensures coverage when one agent is offline or on leave.
• Use the auto-assign feature -- Enable automatic conversation distribution for high-volume teams to balance workloads evenly.
• Review team composition regularly -- As your business grows, team needs will change. Evaluate monthly whether your team structure is still optimal.
• Maintain at least two people with Owner or Manager roles -- If the only admin is unavailable, you don't want to lose access to administrative functions.

What's Next?

• Roles & Permissions -- Understand what each role can and can't do, and learn best practices for structuring access levels.