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Working with Teams in Wati

Updated over 2 weeks ago

Summary

This article explains the concept of teams in WATI, a customer communication platform. You'll learn why teams are important, how to create and manage teams, and how to add users to teams. By the end of this article, you'll be able to effectively use teams to organize your users and manage customer conversations.

Instructions

Why Use Teams?

In WATI, teams are used to divide users into smaller groups, allowing you to control who can see and manage which customer conversations. When a user belongs to a team, they can view tickets assigned to that team, but not tickets from other teams.

Creating a New Team

To add a new team, follow these steps:

  1. Go to the User Management screen and click on the Teams tab.

  2. Click the Add Team button.

  3. Fill in the Team Name and select whether this team is the Default Team.

  4. Click the Add New Team button to create the team.

Create a New Team

Note: Only one team can be designated as the Default Team, which can see all messages. If a customer starts chatting without being routed to a specific team, their conversation will be assigned to the Default Team. Non-default teams can only see messages assigned to their team.

Adding Users to Teams

To add users to a team, follow these steps:

  1. Go to the User Management screen and click on the Teams tab.

  2. Click the Edit button (pencil icon) next to the team you want to modify.

  3. In the popup window, you can edit the Team Name, toggle the Default Team option, and add one or multiple users to the team.

  4. Click Save to apply the changes.

Edit Team

Add Users to the Team

Frequently Asked Questions (FAQs)

General Questions

  1. What are teams in WATI? → Teams in WATI allow you to group users and control access to customer conversations. Users in a team can see and manage only the tickets assigned to their team.

  2. Why should I use teams? → Teams help organize users, ensuring that conversations are handled by the right groups while restricting access to other teams' conversations.

Creating and Managing Teams

  1. How do I create a new team? → Follow these steps:

    1. Go to User Management and click on the Teams tab.

    2. Click Add Team.

    3. Enter the Team Name and select if it should be the Default Team.

    4. Click Add New Team to finalize the creation.

  2. What is the Default Team? → The Default Team can see all messages. If a customer starts chatting without being routed to a specific team, their conversation is assigned to the Default Team.

  3. Can I have more than one Default Team? → No, only one team can be set as the Default Team.

Adding and Managing Users in Teams

  1. How do I add users to a team?

    1. Go to User Management and click on the Teams tab.

    2. Click the Edit (pencil icon) next to the team you want to modify.

    3. In the popup window, add one or multiple users to the team.

    4. Click Save to apply the changes.

  2. Can a user be part of multiple teams? → No, a user can belong to only one team at a time.

  3. Can I move a user to a different team? → Yes, you can edit the team settings and reassign the user to another team.

Access and Visibility

  1. Can users see messages from other teams? → No, users can only see conversations assigned to their own team. However, users in the Default Team can see all conversations.

  2. What happens if a customer starts a chat and no team is assigned? → The conversation is automatically assigned to the Default Team.

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