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Teams Video Walkthrough

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Teams Step by Step Instructions

Teams are essentially groups of users, such as departments. For example, you can have a Support team and a Sales team and add users to each team respectively. In the teams section, you can create and manage your teams. To navigate to the teams section click on the gear icon in the bottom left hand side of Captivated and then select the “teams” tile. The teams section will show you all of the teams you have created. You can search for a team using the search field (the search will generate results after 3 characters are entered) or you can add a team by clicking the +Add Team button in the top right hand corner.

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Add a New Team

To add a new team, click on add new team. Then give that team a name and hit save. First, you will want to add users to your team. Click on “add a user to this team”. Click the drop down to select the user you’d like to add to the team. You will also give the user a role for this particular team. Keep in mind, a user can have a different role for each team they are on and it can be different than their role in the organization/account. For example, a user can be a member of the account but a manager of the service sub-team. This means that they won’t see conversations across the entire organization. Only the conversations happening within the service sub-team.

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Team Role Permissions

There are three team role permissions:
  1. Administrator
  2. Manager
  3. Member
Within teams, the role of Administrator and Manager effectively have the same permissions. Both roles can see all conversations of team members on their respective teams when filtering by “Everyone’s Conversations” in the conversation list. Keep in mind that if a user is set up as an Admin for this specific Team, they will not have any special access to the administration section found in the left hand menu. Access to the administration tab in the left-hand menu is a permission at the account level instead of at the team level and can only be given by an account admin or by Captivated Support. Learn more about account level roles here. Members will only see either:
  1. conversations they initiate
  2. conversations other team members transfer to them
  3. conversations team members add them to using the “members” button
If a member of a team attempts to change their conversation filter from “Mine” to “Everyone”, no change will be made. They will not be able to see conversations of other members of the team.

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Edit Team Role/Remove User from Team

Once you have added users to the team, you can use the actions button to edit their team role permission or remove them from the team. Note: removing them from the team does not delete their user entirely from Captivated.

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Edit Team Name/Delete Team

You can also edit the team name by selecting the “edit team” button or delete the entire team by selecting “delete team”. Questions? You can chat with Captivated Support via the left-hand menu or text Captivated Support at 317.316.3600.