Overview

Teams help you better divide the workload and maintain a focused view of relevant conversations. You can assign conversations to a team, rather than an individual teammate.

Every team has its own inbox, so members can easily see and manage the conversations assigned to the group. In a team view, you’ll only get notifications about conversations assigned to that team.

Some examples would be to have separate team inboxes for your:

• Sales team

• Technical teammates

• Regional team (e.g. French support)

Creating teams

To create or edit teams:

1. Go to Settings → Support → Teams

2. Select + Add Team from the top right

3. Choose the icon, name, and color for the team (the icon or emoji is seen only in Featurebase Inbox – your users will never see it)

4. Add the teammates that belong to that team

5. Click ‘Save changes’

That’s it! Now you should be able to see and assign to these teams from your Inbox.

Best practices to structure your teams

Here are some of the most common team setups that you could consider for your inbox:

• Department – Create separate inboxes for different departments like sales, marketing, and technical support. This helps direct conversations to the right team based on what the customer needs – whether that’s helping close a deal, reaching out about a partnership, or fixing a technical issue.

• Tiered – Use a tiered setup to handle different levels of support. Tier 1 teams can handle simple how-to questions and basic troubleshooting. They escalate more complex or priority issues to Tier 2 and Tier 3 teams. This setup is also useful for giving VIP or high-spend customers faster access to specialized support.

• Regional – If your support team is split across different regions or time zones, it’s helpful to create separate inboxes for each region. This allows regional managers to manage their teams better and helps track reply times specific to each area.