Team Settings – Aiva

Team settings can be found under Settings > Team in the customer portal and are only available for Team Admins to customize how they want Aiva to interact with their team.

Agents that manage teams, usually the main user, the Team Admin, receives all the leads and pays for the account. Usually they send them into their CRM system to be shared among their team members and then Aiva receives the leads from their CRM system with information on who the lead is assigned to.

Then we use the contents of the email to build Rules to assign the lead to the right user within the team.

The Team Admin can:

See all leads including those of his/her team members
Manage billing and see invoices
Invite and manage other team members
Add integrations
Customize Team Settings under the Settings page
Request changes to scripts

The Team Members can:

View their OWN Leads
Manage their own notification preferences
Update their profile
See information about the Team Admin including Scripts

The Settings

Setting: Receive notifications for leads not assigned to me

If this setting is checked, any notifications for leads not assigned to the Team Admin also go to the Team Admin. This is useful for admins that want to know everything that's happening.

If this setting is unchecked (default), only notifications for leads assigned to the Team Admin (not assigned to any other agent) are sent to the Team Admin.

Setting: Forward calls from leads to the assigned agent

If this setting is checked (default), when a lead calls the concierge number, the call is forwarded to the Assigned Agent's phone number.

If this setting is unchecked, when a lead calls the concierge number, the call is forward to the Team Admin's phone number.

Setting: Send campaign emails as the assigned agent

By checking this setting (checked by default), all campaign emails are sent from the lead's assigned agent's email address.

For example, let's say Lead A is part of Andy's account (Team Admin) but is assigned to Sarah (Team Member). If this setting is:

CHECKED: Aiva sends emails to the lead from Sarah
UNCHECKED: Aiva sends emails to the lead from Andy

This way if a lead replies to the email, the Assigned Agent (Sarah) receives it directly so she can follow up appropriately.