Organize your teammates into teams

Teams are a great way for people from different departments in your business - support, sales, marketing, product, etc. - to work together in Gist.

Having separate teams helps you assign customer conversations to the right team, thereby reducing delays while providing great support at the same time.

Here are a few examples of how you can effectively manage your teams in Gist:

  • For instance, when a new lead arrives at your website and asks a question about your product, you can assign them to the Product Team.
  • If they have questions about your plans or pricing, you can assign them to the Sales Team.
  • If they have just signed up and are struggling a bit, you can assign their setup-related questions to the Customer Success Team.
  • If someone is from a French-speaking country and requires French support, you can assign them to your French Team.

Add new teams

By default, each workspace comes with one master team that includes everyone in the workspace. You can add more teams at any time. Here's how:

  1. In your Gist workspace, click Settings in the main navigation bar.
  2. In the left sidebar menu, navigate to General > Teams.
  3. In the upper right, click New Team.
  4. In the right panel, give your team a name.
  5. To add team members to the team, select them from the list of teammates.
  6. Then click Create.

It's a good practice to give your teams a meaningful name based on their function or objective. This makes it easier for teammates to remember their purpose and assign conversations quickly.

You can even set an emoji avatar when you create a team. Choose something that best represents your team. The avatar is only seen within your Gist workspace, so your customers will never see it.

A few things to note:

  • A teammate can be added to multiple teams.
  • A team can be edited or deleted at any time except for the default team. It can only be edited but not deleted.
  • Teammates will begin to receive notifications for conversations assigned to their respective teams based on their notification settings.

Using teams in Gist

There are three main ways teams can improve your workflow:

  • When you are assigning a conversation, you can assign it to a team instead of an individual. Teams appear at the end of the list of teammates, whenever you assign things in Gist. Assigning a conversation to a team means it will appear in that team's space in the inbox, so team members can pick it up and respond.
  • When you are sending a message, you can assign replies to a team. This means that you could assign replies from product announcements to your marketing team or replies from onboarding messages to your customer success team.
  • You can use routing rules to assign incoming messages to a team, just as you would a teammate. This allows you to assign billing queries to the sales team, high paying users to a VIP support team, or Spanish speakers to the Spanish support team.

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