Team Management
Learn how to build your support team, assign roles, monitor agent performance, and manage access controls.
Overview#
SYNC Bot allows you to collaborate with your team to handle customer support efficiently. Depending on your Subscription Plan, you can add multiple Agents and Admins to your workspace.
Collaborative Inbox
Agents can pick up unassigned chats or transfer conversations between team members.
Performance Tracking
Monitor satisfaction rates and ticket resolution speeds per agent.
User Roles & Permissions#
There are two main roles within a workspace. Choosing the right role ensures security and proper workflow.
| Permission | Admin | Agent |
|---|---|---|
| Respond to Chats | Yes | Yes |
| View "All Leads" | Yes | Yes |
| Invite / Remove Members | Yes | No |
| Billing & Payments | Yes | No |
| Bot Flow Customization | Yes | No |
Inviting Members#
Admins can invite new members via email. The invitation process is secure and token-based.
- Navigate to the Team Members tab in your dashboard.
- Click the "Invite Team Member" button.
- Enter the colleague's email address and select their role (Admin or Agent).
- Click Send Invite.
Performance Metrics#
The Team Dashboard provides a real-time overview of how your support staff is performing.
Satisfaction Rate
Calculated based on user feedback (Happy/Sad/Angry) at the end of a chat session.
Ticket Volume
Tracks Pending (Live) vs. Closed (Resolved) tickets per agent.
Removing Members#
If a team member leaves your organization, you can revoke their access immediately.
- Cancel Pending Invite: If an invite hasn't been accepted yet, click "Cancel" in the Pending Invites tab.
- Delete Active Agent: Click the trash icon next to their name.Warning: This action is permanent. The user will be logged out immediately and lose access to all chats.