Overview
These are the three foundations of your operation: the account (identity and general preferences), the agents (the people who handle conversations) and the teams (groups of agents that organize the queue and conversation assignment). Setting them up well from the start avoids rework as the team grows.
- The account defines company name, default language, time zone and branding.
- Agents are the users with access, each with a role (permissions).
- Teams group agents by function, product or shift and help route conversations.
Prerequisites
- The Administrator role to edit the account, invite agents and create teams.
- The email addresses of the people you'll invite.
- An idea of how you want to organize the team (by channel, product, shift, etc.).
- Optionally, a square PNG, JPEG, GIF, or WebP icon for each team.
Step by step
- Account: in Settings, open the account tab and adjust name, language and time zone.
- Agents: open the agents area and use the invite option. Enter the email and role; the person receives an email invitation to set a password.
- Teams: create a team, give it a clear name, upload an optional icon, decide whether it allows auto-assignment and add the member agents. Without an image, Conversa Labs generates an icon from the team's initials.
- Connect teams to your inboxes and assignment rules as needed.
- Review the agent list and remove/deactivate anyone no longer on the team.
Settings & options
- Language and time zone: affect business hours, reports and automated messages.
- Agent role: defines permissions (see the roles and governance article).
- Availability: each agent can appear as online/busy/offline, influencing assignment.
- Team with auto-assignment: distributes new conversations among available members.
- Team icon: identifies the team in settings, the sidebar, assignment selectors, bulk actions, access scopes, integrations, and reports. You can upload, replace, or remove it at any time; removing it restores the generated initials.
- Auto-Resolve: resolves conversations with no activity after the configured time (minutes, hours or days), optionally sending a closing message and applying a label. By default, conversations awaiting an agent's reply are protected and never auto-resolved; the option "Also resolve conversations awaiting an agent's reply — not recommended" is an explicit opt-in to include them. See the dedicated Auto-Resolve article.
Use cases
- Separate Support, Sales and Billing into distinct teams.
- Route conversations from a specific WhatsApp number to the responsible team.
- Scale the team by adding agents to an existing team, without reconfiguring everything.
Tips, limits & best practices
- Use self-explanatory team names — they appear in filters and reports.
- Prefer a square image that stays clear at small sizes. Files may be up to 15 MB; PNG, JPEG, GIF, and WebP are supported.
- Set the right role at invite time so you don't grant overly broad access.
- Deactivate agents who left instead of leaving them active and unused.
Troubleshooting
- The invitation didn't arrive: ask them to check spam and confirm the email; resend the invitation if needed.
- Conversations aren't being distributed: check that the team has auto-assignment on and that agents are available (online).
- The icon wasn't accepted: confirm the file format and 15 MB limit. If an image cannot load, the interface keeps the team initials visible so its identity is never lost.
- I can't invite agents: the plan limit may have been reached or your role lacks permission — talk to the administrator.