What are "Teams" and How Can They Be Used?

Match Users together by expertise (such as sales or billing) to better handle incoming calls, texts, and voicemails.

Jordan Fleming avatar
Written by Jordan Fleming
Updated over a week ago

Creating Teams is a helpful way to collect users together to inform your Call Flows.

(Disclaimer: We used to use the term 'Group' which you'll hear in the video, but in your system, you'll see 'Team')

Teams can be found under the Users section of your smrtPhone Admin Dashboard. From the User section, you can:

  • See your existing Users + Teams

  • Create a Team by clicking on the ➕ Add Team button in the upper right

  • Open a Team to view its members

  • Add Users to a Team by dragging their record from the User column into the Team

  • Delete Users from a Team by clicking the ✖️ next to their name

  • Delete a Team by clicking and selecting Delete Team

  • Rename a Team by clicking and selecting Rename Team

  • Reorder Users within a Team by dragging and dropping (see below)


How to Organize and Structure Your Teams

It's entirely up to you how you want to collect your Users together for strategic purposes. Examples we have seen include:

  • Functional expertise - Billing, Customer Support, Acquisitions, Sales, etc.

  • Location - By country, state, or locality

  • Employee type - Salaried, hourly, senior leadership, etc.

We recommend you think about the types of incoming texts and calls you receive and create Teams to match the communication. Users can belong to multiple Teams. Teams can have one User or many.


Using Teams in Call Flows and Why User Order Can Matter

You can set a Call Flow for an incoming call to ring not just one User, but everyone in a Team.

If you choose a Team, the order of Users within a Team makes a difference, depending on which applets you use. For example, if you use the Dial Applet (and do not select Simultaneous Ring) the Call Flow will start according to the order of the Users within the Team, and continue through that order.

Teams also come into play in Call Flows when it comes to Voicemails - you can have the termination of an inbound call be a voicemail to an individual User or a Team. If you select Team, the voicemail will drop into the Team voicemail box, found in a subsection of your Inbox.

The same holds true for incoming text messages via SMS Flows. If you have an SMS Flow with a Number assigned to a Team, rather than an individual, the text message will appear in the Team Inbox. Team Inbox text messages and voicemails will be accessible and visible to all members of the team.


Why Teams Can Save Future Work

A helpful hint when using Teams in Call Flows and SMS Flows is to plan for the future. Because Teams can have only one User, it allows you to prepare for growth or unforeseen circumstances. Here's an example:

Let's say you have a VA Level 1 Call Flow that will never change for that role. You can start with one employee, and continue to add as you hire up. Then, when any individual User gets promoted or leaves the company, the User can simply be swapped out of the Team quickly without having to scrap or recreate the Call Flow for someone else.

💡 How teams can be used ⇢

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