How to Set Up and Manage "Teams" in Drift

Emily McGrath

March 16, 2020 15:38
Updated

For larger organizations, you may have teams of people to handle sales, support, or different territories. With Drift, you can set up Teams so that you can manage your instance's online/offline hours as well as target Playbooks when specific groups of people are available to help!

The Teams feature is available on our Premium (formerly Company) and Enterprise plans.

In this doc, we'll cover

inviting users to a Team
editing settings for your Teams

Setting Up Your First Drift Team

Head to Settings > Organization Settings > Teams. Click Create Team

Screen_Shot_2020-03-16_at_11.03.50_AM.png

The next window you'll see has a field for naming the team and for adding members to it. Use the Teammates drop down to either search for users or to select one or multiple people. Select Create team once you're done and your team is ready!

Managing Your Teams

Once you create your team(s), you can click on the team to edit any settings for that team, such as their business hours and timezone!

You can edit the name of your team, manage the members of the team, and set up hours during which the team will operate.

Setting Up Team Hours

The most important settings for Teams are the hours. When you create a new team, they are defaulted to always being online. Use the Available Hours drop downs to select the timezone and hours that they will operate in! You can also set these hours per day, weekdays only (Monday-Friday), or on weekends (Saturday-Sunday).

Make sure to click Save!

Deleting a Team

If you're looking to delete a team, click the red Delete Team button at the bottom of the Team screen. You'll be presented with a modal to confirm your team's deletion.

Targeting Based on Teams

Once you've configured your teams, you can target both your widget and Playbooks based on the availability of your teams!

For widget targeting based on a Team's availability, read this doc.

For Playbook targeted based on a Team's availability, read this doc.

Still stuck? Email us at support@drift.com. Not using Drift yet? Get your free account here.

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