Teams and routing

The settings on this page live in Settings (设置) → Team & routing (团队与分流) and Settings (设置) → Hours & assignment (工作时间与派单). Only owners and admins can change them.

Members and rolesCopy Anchor Link

A workspace has three roles:

Inviting peopleCopy Anchor Link

In Settings (设置) → Team & routing (团队与分流) → Team members (团队成员):

1. Enter their email, pick a role (Agent (客服) or Admin (管理员)) and click Invite (邀请).
2. purser emails them an invitation (who invited them, to which workspace, as what). The link is also copied for you, so you can send it in a chat app too.
3. They sign up or sign in with that email and open the link to join. The link is valid for 48 hours.

Pending invitations can be copied again (复制邀请链接) or cancelled (取消). Members can be removed, except the owner and yourself.

Changing roles and handing over the workspaceCopy Anchor Link

• Owners and admins switch people between Agent (客服) and Admin (管理员) with the menu next to their name.
• Only the owner can hand the workspace over: click "Transfer ownership" (转让店主) next to the person taking over. They become owner first, then you become an admin, so the workspace always has an owner. From then on billing and deleting the workspace are theirs.
• Admins cannot make anyone owner or change the owner's role.

Each person's languagesCopy Anchor Link

Every agent sets these in Account settings (账号设置) → My languages (我的语言) (click your own name at the bottom of the sidebar):

• Work language (工作语言): the language you read and write. Chinese by default. Customer messages are translated into it, and replies you write in it can be translated into the customer's language in one click. When the customer writes your work language, nothing is translated.
• I also speak (我还会说): other languages you can talk to customers in directly. When a customer writing one of these asks for a person, automatic assignment rings you first.

The setting belongs to the person: someone in several workspaces uses it in all of them. How it works in the inbox: Inbox.

SeatsCopy Anchor Link

Each plan includes a number of seats (members):

On paid plans, extra seats are counted on the month's peak number of members and settled at the end of the month. Test workspaces allow up to 5 members and are never billed. See Plans and billing.

Support teams and routingCopy Anchor Link

Without support teams, every conversation is visible to everyone and anyone can take it. As the team grows you can split it by role, for example shipping, pre-sales and after-sales.

In Settings (设置) → Team & routing (团队与分流) → Support teams and routing (客服组与分流), give each team:

• A name.
• "What it handles (the AI routes on this sentence)" (负责什么（AI 按这句话分流）): one plain sentence, for example "shipping, tracking, late or lost parcels".
• "When nobody in the team is free" (组里没人有空时): "hand it to anyone who is free" (交给所有有空的人, the default), or "keep it as this team's ticket and wait for the team" (转成本组工单，等本组的人).
• Its members.

How routing works:

• Each time a conversation needs a person, the AI reads it and makes one judgement about which team should get it. It is not re-judged during the same wait.
• The options are your teams plus "none of these". If the AI is less than 50% sure, or picks none, the conversation goes to everyone.
• Only teams that have a "what it handles" sentence and at least one member take part, up to 20 teams.
• Once routed, the inbox shows "routed to 'Shipping' (N% sure)" (已分给「物流组」（把握 N%）) and the list row shows the team name.
• A customer in a segment with a dedicated team goes straight to that team, without topic routing (see Customers).

In the inbox, My teams (我的组) shows conversations of your teams plus unrouted ones; All (全部) shows everything.

How live conversations reach an agentCopy Anchor Link

"How live conversations are given to agents" (实时会话怎么分给客服) in Settings (设置) → Hours & assignment (工作时间与派单) has two modes:

Automatic assignment: ring the least busy person in the team, one at a time (自动派单, the default)

• One person rings at a time, for "seconds each person rings" (每人响铃多少秒, default 20). Nobody else can take it while it rings.
• If they don't answer, the next person rings. Once everyone who can be rung has been tried, anyone can take it.
• Who is picked: only people who are Online with a free slot (a conversation currently ringing them counts as taken), within the conversation's team; among them, people whose work language or "I also speak" includes the customer's language come first, then the one holding fewest conversations, and on a tie, the one who has gone longest without a new conversation.
• When a signed-in customer comes back within 24 hours, the first ring goes to the person who served them last, if that person meets the conditions above.

Claim: everyone sees the queue, first click wins (抢单)

• Queued conversations are visible to everyone; the first person to click Take over (接管) gets it.

In both modes, if an agent takes a queued conversation and sends nothing within 60 seconds, it goes back to the queue.

Working hours and days offCopy Anchor Link

• Team timezone (团队时区): default Asia/Shanghai.
• Working hours (工作时间): day of the week plus a time range; add as many ranges as you need. Default Monday to Friday, 09:00–18:00.
• Days off (休息日（每行一个，YYYY-MM-DD）): whole days off, in the team's timezone.

When a customer asks for a person outside working hours or on a day off, the conversation becomes a ticket straight away and the customer is told when the team is back and will reply, shown in the customer's own timezone. With no working hours set, the customer is told "we'll reply as soon as we can".

Nobody picks up: it becomes a ticketCopy Anchor Link

When a customer asks for a person during working hours:

• If someone is Online with a free slot, the customer joins the live queue and can see their position.
• If nobody takes it within "seconds before an unanswered request becomes a ticket" (无人接起多少秒后转工单, default 30), it becomes a ticket and the customer is told someone will reply later. With automatic assignment, once everyone has been rung, this time starts again from the end of the last ring.
• If nobody is online, or everyone is full, it becomes a ticket straight away.
• An anonymous customer who has not left an email is asked for one when their conversation becomes a ticket.

Customers in a "priority" (优先) or "top priority" (最优先) segment wait longer before that happens: 2× and 3× this time. And while everyone is busy, as long as someone is online, they stay in the live queue instead of becoming tickets.

Email, WhatsApp and Instagram are not live: when they need a person they become tickets at once, and the customer gets one confirmation saying when to expect a reply.

First-response target (SLA)Copy Anchor Link

"First-response target (minutes, escalates when missed)" (首次回复目标（分钟，超时升级）) defaults to 60 minutes and can be 5 to 10,080. The clock starts when the customer starts waiting for a person:

• The list shows the time left ("SLA 剩 X").
• Past the target it shows "overdue" (已超时); past twice the target, "badly overdue" (严重超时).
• It stops when someone replies, takes the conversation or closes it.

Segments can promise important customers a shorter target.

When the target is missed, purser emails the owners, the admins and whoever holds the conversation, with a link straight to it; past twice the target it sends a second reminder. Each level is sent once per wait.

Concurrent conversations per agentCopy Anchor Link

"Conversations per agent at once" (每人同时接待) defaults to 3 (1 to 50): the most live conversations one agent holds at a time. Someone at the limit is not rung, and is stopped if they try to take one from the queue. Customers in a "top priority" segment may take one slot beyond the limit.

When an agent goes offlineCopy Anchor Link

While the inbox page is open it reports the agent's status every 30 seconds; closing the page counts as offline after 90 seconds. Offline for more than 3 minutes, and the live conversations they hold:

• go back to the queue and ring someone else (not them again), if the customer is still in the website chat;
• otherwise become tickets.

The inbox shows "[name] went offline, the conversation went back to the queue" (已离线，对话已退回队列) or "…became a ticket" (已转为工单).

Closing quiet conversationsCopy Anchor Link

The same section has "minutes before asking 'still there?'" (default 5) and "minutes before ending automatically" (default 10); see Inbox.

Monthly AI spend capCopy Anchor Link

"Monthly AI spend cap (USD, optional)" (AI 每月花费上限（美元，可不填）) is measured on the cost of AI calls. Paid plans have no cap by default (the AI does not stop because of it); Free and test workspaces default to $50. At the cap, every new message goes to a person and the AI is not called; at 80% the setting shows a warning. It is a safety fuse on AI cost and is separate from your plan's bill.

Quality review and the leaderboard (Growth and above)Copy Anchor Link

The sidebar's Insights (洞察) → Leaderboard (排行榜) (/app/leaderboard) is visible to the whole team. On Free and Starter it shows an upgrade note.

Quality review: each time a stretch handled by a person ends, and that person replied to the customer, the AI scores it from 0 to 100 in the background:

Everyone can see their own reviews; owners and admins can click a row on the leaderboard to see that person's.

Leaderboard: by month (this month / last month), counting only conversations a person handled.

• Composite = quality 40% + satisfaction 30% + first-response speed 20% + not reopened 10%. A part with no data yet is left out and the rest are scaled up.
• A separate "AI draft adoption" (AI 草稿采纳) column shows the share of AI drafts sent as written or with small edits.
• People with fewer than 10 conversations in the month are listed but not ranked ("not enough data", 样本不足). People who handled none are not shown.