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How to Set Up and Manage "Teams" in Drift

Drift Support
  • 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! 

Plan availability: 

The teams feature is available on the Premium and above Drift 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 > Workspaces. Click into the workspace you would like to create a team in and click the  Teams tab > Create Team Please be aware you can not create teams in your default workspace.

Drift___Settings.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!
 
Drift___Settings.png

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!

Screen_Recording_8-3-2021_at_9.47_AM.gif
 
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).
 Drift___Settings.png
Make sure to click Save!
Please note that when an agent in a team reaches their chat limit, it does not count towards the "Automatically set the team to away when all teammates are away" team setting so the team will not be set as away. Agents must be toggled as offline to be considered away and for the team to go offline automatically.

Deleting a Team

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

Screen_Recording_8-3-2021_at_9.58_AM.gif

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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