Managing a Team

Adding a Team

  1. Click on the Blue Widget [1].
  1. Click on the Add Team [2] widget.
  1. Give a name to the new team and select which group the team will belong to.
  2. Click on ADD [3] to save the team.

Editing a Team Name

  1. In the Admin Console, select the Groups icon.
  2. Click on the group the team belongs to [1].
  1. Click on the pencil icon [2] to edit the team.
  1. Give a new name to the team.
  2. Click on Save [3].

Data Masking

Admins mask customers’ personal information to respect their privacy. The following data can be masked:

  • Mobile Number
  • Email ID
  • Name
  • Gender
  • Locale
  • Facebook profile picture

Once you (Client Admin) enable data masking, the respective fields are masked on the Agent Customer Care Console.

To mask this information:

  1. Select the Groups tab in the Admin Console.
  2. Click on the group the team belongs to [1].
  3. Select the "General Settings" tab.
  4. Select the data you want masked.
  5. Click Save.
  6. Click on the toggle to enable data masking.
  1. Select the API Keys tab.
  2. Click on the ADD API KEY button.

Deleting a Team

  1. In the Admin Console, select the Groups icon.
  2. Click on the group the team belongs to [1].
  1. Click on the desired Trash icon [2].
  1. Click Yes [3] if you are sure you want to delete the team.