Team Collaboration

Team Collaboration

Hal's team features enable multiple people to collaborate on customer conversations, manage workload distribution, and maintain consistent support quality across your organization.

Overview

Team collaboration includes:

• Team Member Management - Invite and manage team members
• Role-Based Permissions - Control access with Owner, Admin, and Agent roles
• Conversation Assignment - Assign conversations to specific team members
• Real-Time Collaboration - See who's viewing and responding to conversations
• Activity Tracking - Monitor team member activity and performance
• Internal Notes - Add private notes visible only to your team

Team Roles

Hal supports three role levels with different permissions:

Owner

The account creator has full access to everything:

• All admin and agent permissions
• Manage billing and subscription
• Delete the account
• Transfer ownership

Admin

Admins can manage team and configuration:

• All agent permissions
• Invite and remove team members
• Configure apps and settings
• Manage knowledge base
• View billing information
• Manage CRM pipeline stages

Agent

Agents handle customer conversations:

• View and respond to conversations
• Create and update contacts
• Use AI suggestions
• Search knowledge base
• Add internal notes
• Update conversation status

Inviting Team Members

1. Go to Team Settings

   Navigate to Settings > Team Members.

2. Send Invitation

   Click "Invite Team Member," enter their email address, and select their role.

3. Team Member Accepts

   They'll receive an email invitation to join. Once they accept, they can access the dashboard.

4. Set Up Profile

   Team members can customize their display name and profile picture.

Managing Team Members

Changing Roles

Owners and Admins can change team member roles:

1. Go to Settings > Team Members
2. Click the role dropdown next to the team member
3. Select the new role
4. Confirm the change

Removing Team Members

To remove a team member:

1. Go to Settings > Team Members
2. Click the remove icon next to their name
3. Confirm removal

Removed team members:

• Immediately lose access to the dashboard
• Their previous conversations and notes remain visible
• Their name is still shown in conversation history

Conversation Assignment

Manual Assignment

Assign conversations to team members from the Inbox:

1. Open a conversation
2. Click the assignment dropdown in the header
3. Select a team member
4. The assignment is saved and the team member is notified

Auto-Assignment

Business

Automatically distribute new conversations:

• Round Robin - Distribute evenly across all agents
• Least Loaded - Assign to agent with fewest active conversations
• Skill-Based - Route based on contact metadata or conversation tags

Configure auto-assignment in Settings > Team > Assignment Rules.

Viewing Assigned Conversations

Filter the Inbox to see:

• Assigned to Me - Only conversations assigned to you
• Unassigned - Conversations without an assigned team member
• Assigned to Others - See who's working on what

Real-Time Collaboration

Presence Indicators

See which team members are online and active:

• Green dot - Currently online and active
• Gray dot - Offline or away
• Typing indicator - Shows when someone is composing a response

Collision Detection

When multiple team members view the same conversation:

• You'll see who else is viewing the conversation
• Warning if someone is typing a response
• Prevents duplicate responses to the same message

Internal Notes

Add private notes to conversations that are only visible to your team:

1. Open a conversation
2. Click "Add Note" below the message input
3. Write your note (e.g., "Follow up tomorrow about their billing question")
4. Save the note

Notes appear in the conversation timeline with a different style so they're clearly distinguished from customer messages.

Use internal notes for:

• Context for other team members
• Reminders for follow-up actions
• Documenting issue resolution steps
• Escalation notes

Team Performance

Pro Business

Track team performance metrics in Settings > Analytics:

Individual Metrics

• Conversations Handled - Total conversations per team member
• Average Response Time - How quickly each agent responds
• Resolution Rate - Percentage of conversations marked as resolved
• Customer Satisfaction - Average rating from post-chat surveys

Team Metrics

• Active Conversations - Currently open conversations
• Daily/Weekly Volume - Conversation trends over time
• Peak Hours - When you receive the most messages
• First Response Time - Team average for initial response

Notifications

Team members can customize their notification preferences:

Email Notifications

• New conversation assigned to you
• Someone mentions you in an internal note
• Conversation marked as urgent
• Daily/weekly activity summary

In-App Notifications

• Real-time badge on conversations with new messages
• Desktop notifications (if enabled)
• Sound alerts for urgent messages

Configure notifications in Settings > Notifications.

Working Hours & Availability

Pro Business

Set team working hours to manage customer expectations:

1. Go to Settings > Working Hours
2. Set your timezone and business hours
3. Configure an after-hours auto-response
4. Define holiday schedules

When outside working hours:

• Widget shows "We're currently offline" message
• Auto-response sent to new messages
• Expected response time displayed to visitors

Best Practices

1. Define Clear Roles

Assign roles based on actual responsibilities. Use Agent role for most team members, Admin for those who need configuration access.

2. Use Assignment Strategically

Assign conversations to build relationships. Customers appreciate talking to the same person across multiple interactions.

3. Leverage Internal Notes

Document context, decisions, and action items in notes so anyone on the team can pick up a conversation.

4. Monitor Response Times

Set team goals for response times and use analytics to track progress. Fast responses improve customer satisfaction.

5. Balance Workload

Use auto-assignment or manually balance conversations so no single team member is overwhelmed.

6. Train New Team Members

Give new agents access to the knowledge base first. Have them shadow experienced team members before handling conversations solo.

7. Regular Team Sync

Review analytics together weekly to identify improvement opportunities and share best practices.

Team Pricing

Team features are available on all paid plans:

• Free Plan - Single user only
• Pro Plan - Up to 5 team members, basic analytics
• Business Plan - Unlimited team members, auto-assignment, advanced analytics

Additional team members on Pro plan: $15/member/month

Next Steps