Summary
Teams help you organize users and manage customer conversations more efficiently in Wati. By assigning users to teams, you can control which conversations each user can access and handle. This article explains what teams are, why they are useful, how to create a team, and how to add users to a team.
Instructions
What are teams in Wati?
Teams allow you to group users and manage access to customer conversations.
When a user is assigned to a team, they can view and manage tickets assigned to that team. They cannot access tickets assigned to other teams unless they belong to those teams.
Using teams helps you:
Organize users into smaller groups
Route conversations to the appropriate team
Control access to customer tickets
Improve collaboration and workload management
Create a new team
Follow these steps to create a team in Wati:
Go to Settings > User Management.
Click the Teams tab.
Click Add Team.
Enter a team name.
Choose whether the team should be the Default Team.
Click Add New Team.
Your new team will be created and will be available for assigning users and conversations.
Understanding the Default Team
A Default Team is a special team that can view all customer messages.
Keep the following in mind:
Only 1 team can be designated as the Default Team.
Conversations that are not routed to a specific team are automatically assigned to the Default Team.
Users in the Default Team can view all messages.
Users in non-default teams can only view messages assigned to their team.
Add users to a team
Follow these steps to add users to an existing team:
Go to User Management.
Click the Teams tab.
Click the Edit icon (pencil icon) next to the team you want to update.
In the popup window:
Edit the team name if needed.
Enable or disable the Default Team option.
Add 1 or more users to the team.
Click Save.
The selected users will be added to the team and will gain access to conversations assigned to that team.
Edit an existing team
You can update a team at any time from the team settings.
When editing a team, you can:
Change the team name
Change the Default Team setting
Add users to the team
After making your changes, click Save to apply them.
Frequently Asked Questions (FAQs)
Teams in Wati
1. What are teams in Wati?
Teams allow you to group users and manage access to customer conversations. Users can view and manage tickets assigned to their team, but they cannot access tickets assigned to other teams unless they belong to those teams.
2. Why should I use teams in Wati?
Teams help you:
Organize users into smaller groups
Route conversations to the appropriate team
Control access to customer tickets
Improve collaboration and workload management
3. How do I create a team in Wati?
To create a team:
Go to Settings > User Management.
Click the Teams tab.
Click Add Team.
Enter a team name.
Choose whether the team should be the Default Team.
Click Add New Team.
Default Team
4. What is the Default Team in Wati?
The Default Team is a special team that can view all customer messages. Conversations that are not routed to a specific team are automatically assigned to the Default Team.
5. How many Default Teams can I have?
Only 1 team can be designated as the Default Team at a time.
6. What is the difference between the Default Team and other teams?
Users in the Default Team can view all customer messages. Users in non-default teams can only view messages assigned to their own team.
Managing team members
7. How do I add users to a team?
To add users to a team:
Go to User Management and click the Teams tab.
Click the Edit icon next to the team.
Add 1 or more users in the popup window.
Click Save.
8. What can I change when editing a team?
When editing a team, you can:
Change the team name
Enable or disable the Default Team setting
Add users to the team