Team

You can view all chats, requests to speak with a person, enquiries and bookings. You can take work that has not been assigned to anyone, or assign it to a Manager or a Support Agent who has access to that work.

You can transfer work you handle to another suitable team member. You can also take over work another team member handles, then assign it to another suitable team member.

You can return unfinished work you handle to the unassigned list so that someone else can take it.

You can send replies, add team notes and mark the chats you handle as complete. For enquiries, you can mark the customer as contacted, set a follow-up date and time, and close the enquiry as Won or Lost.

You can create new bookings and confirm, decline, change the agreed date or time, cancel or mark as complete the bookings you handle.

You can manage Business info, Playground, Chat widget and all enquiry and booking settings. You can also view Business Results and download the relevant reports.

You can add team members, change their roles and assistant access, remove members, and manage the plan and billing. The Owner role cannot be transferred to another person.

You can change each assistant’s Business Time Zone. You can choose a separate email address and the notifications you want for your email alerts.

You can choose notifications about new enquiries, booking requests and requests to speak with a person received by this assistant. Follow-up reminders are only for enquiries assigned to you or not assigned to anyone.

For assistants the Owner has selected for you, you can view all chats, requests to speak with a person, enquiries and bookings. You can take work that has not been assigned to anyone, or assign it to the Owner, another Manager or a Support Agent who has access to that work.

You can transfer work you handle to a suitable person from those team members. You can also return unfinished work you handle to the unassigned list.

You cannot take over, change or reassign work another team member handles.

You can send replies, add team notes and mark the chats you handle as complete. For enquiries you handle, you can mark the customer as contacted, schedule follow-ups, and close the enquiry as Won or Lost.

You can create new bookings and confirm, decline, change the agreed date or time, cancel or mark as complete the bookings you handle.

For your selected assistants, you can manage Business info, Playground, Chat widget and all enquiry and booking settings. You can also view Business Results and download the relevant reports. You cannot manage team members, their permissions, the plan or billing.

You can change your selected assistants’ Business Time Zone. You can choose a separate email address and the notifications you want for your email alerts.

You can choose notifications about new enquiries, booking requests and requests to speak with a person received by this assistant. Follow-up reminders are only for enquiries assigned to you or not assigned to anyone.

For assistants the Owner has selected for you, you can view and take unassigned requests to speak with a person, enquiries and bookings. You cannot assign them to someone else before taking them yourself.

You can handle requests to speak with a person, enquiries and bookings that you have taken yourself or that someone else has assigned to you. You can transfer them to the Owner, a Manager or another Support Agent who has access to that work. You can also return that unfinished work to the unassigned list.

You can send replies, add team notes and mark as complete an ordinary chat assigned to you by the Owner or a Manager, even when the customer has not asked to speak with a person. You need help from the Owner or a Manager to transfer that chat to someone else or return it to the unassigned list.

For enquiries you handle, you can mark the customer as contacted, schedule follow-ups, and close the enquiry as Won or Lost.

You can create manual bookings for assistants the Owner has selected for you. These bookings are automatically assigned to you. You can confirm, decline, change the agreed date or time, cancel or mark as complete the bookings you handle.

You cannot take over or change work another team member handles. You cannot manage Business info, Chat widget, enquiry and booking settings, the team, the plan or billing. You do not have access to overall Business Results or reports.

You can view the Business Time Zone but cannot change it. You can choose a separate email address and the notifications you want for your email alerts.

You can choose notifications about this assistant’s new enquiries, booking requests and requests to speak with a person that are assigned to you or available for you to take. Follow-up reminders are only for enquiries assigned to you.