Team Members

Add your support team to tahc so they can respond to customer conversations.

Inviting Team Members

Invitation Process

What Happens

1. Team member receives email
2. They click the invite link
3. Create their tahc account
4. Automatically added to your workspace

Invitation Expiry

• Invitations expire after 7 days
• Resend if expired
• Cancel anytime before acceptance

Pending Invitations

View pending invites in Settings > Team:

• See who hasn't accepted
• Resend or cancel invitations
• Track invitation dates

Managing Team Members

Member Profiles

Each member has:

• Name and email
• Profile photo
• Role assignment
• Status (online/offline)
• Conversation stats

Status Management

Team members can set their status:

Status affects:

• Conversation routing
• Availability indicator in widget
• Notification delivery

Changing Roles

To change someone's role:

1. Find them in the team list
2. Click the current role
3. Select the new role
4. Changes apply immediately

Removing Members

To remove a team member:

1. Click the menu (...) on their row
2. Select Remove from team
3. Confirm the action

What happens:

• Lose access immediately
• Assigned conversations reassigned
• Activity history preserved
• Can be re-invited later

Team Notifications

Personal Notification Settings

Each member can configure:

• Email notifications
• Push notifications (mobile app)
• Slack DMs (if connected)

Assignment Notifications

Get notified when:

• Assigned a conversation
• Mentioned in a note
• Conversation escalated to you

Conversation Assignment

Manual Assignment

Admins and agents can assign conversations:

1. Open the conversation
2. Click Assign
3. Select team member
4. They're notified

Auto-Assignment

Configure in Settings > Routing:

• Round Robin — Distribute evenly
• First Available — Fastest agent
• Load Balanced — Based on current workload

Reassignment

To reassign a conversation:

1. Open the assigned conversation
2. Click current assignee
3. Select new assignee
4. Optionally add a note

Team Performance

Track team metrics in Analytics:

Best Practices

Onboarding New Members

1. Invite and wait for acceptance
2. Walk through the dashboard
3. Shadow existing conversations
4. Start with observed handling
5. Gradually increase independence

Coverage Planning

• Ensure overlap between shifts
• Set up backup assignments
• Configure escalation paths
• Monitor queue regularly

Communication

• Use conversation notes
• Tag team members when relevant
• Set clear handoff procedures

Troubleshooting

Invitation Not Received

• Check spam folder
• Verify email address
• Resend the invitation
• Check for typos

Can't Access Features

• Verify role permissions
• Check if account is active
• Contact workspace admin

Wrong Role Assigned

• Ask admin to change role
• Changes apply immediately

Next Steps

• Set up roles and permissions
• Configure notifications
• View team analytics