If Departments are useful for organizational management, creating Teams is a helpful way to collect users together to inform your Call Flows. Imagine the power of properly setting both!
(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 and teams
Create a Team by clicking on the ➕ New Inbound Team button in the upper right
Open a Team to view its members
Add users to a Team by hitting the Add User button
Access users
See users' departments
Delete users from a Team by clicking the trash can icon next to their name
When you delete all users from a team, you are asked if you want to delete the team as well. You can delete it on the spot or keep it for further purposes.
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, 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.
