Your team and routing

Invite people, roles, and giving chats to the right person.

Invite your team

On Team, enter an email and choose a role. Admins can change settings and invite people; agents answer chats. Your plan includes 1 person on Free, 3 on Starter, 10 on Team and 25 on Business.

Passing chats

Use the menu at the top of a chat to take it or give it to someone. The Mine and Unassigned tabs show who has what.

Routing

From Team, the Routing card on the Team page gives new chats to someone automatically: rules first (for example, chats from your booking page go to Sam), then taking turns between whoever is available. Only that person is alerted, including for “needs you” alerts; if they’re not available, everyone is. With AI answers on, a chat is given to someone when the AI hands it over, not when it starts, so taking turns only counts chats that need a person. Emails are given out straight away.

Still stuck?Ask in the chat in the corner (a real person reads it too), or email hello@chatterbell.com.