Inviting team members
At Fernand, we believe customer support is a team effort and shouldn't happen in a silo. Getting your team onboard is an essential step in effective collaboration. You can seamlessly invite team members, assign roles and permissions, and ensure that everyone can contribute in a way that works best for them and your organization. Let's get started!
Steps to invite team members
Go to "Settings" on your dashboard
Enter the email address of the person you want to invite in the "Invite Member" field
There are pre-defined roles you can choose from: Administrator, Support agent, and Internal collaborator. These roles have a default set of permissions, but you can customize permissions on an individual basis.
Our platform allows you to assign or restrict various capabilities for each team member. Here's the list of the permissions you can assign:
Can update workspace details
Can reply to conversations, can create a new conversation, can send an internal note, can assign a conversation, can change the status of a conversation, can tag a conversation, can change the subject of a conversation, can mark the message as spam, can delete a specific message in a conversation, can delete a conversation.
Can add a recipient to the conversation, can remove a recipient from the conversation.
Can add/update/delete a smart snippet or a smart snippet category.
Can create or delete a channel.
Can invite a teammate, can update the role of a teammate, can remove a teammate
Can create/update/delete automation rules.
Can update a contact, can block/unblock contacts, can refund payments, can unsubscribe customers from subscriptions.
Can add/update/delete tags.
Can update the knowledge base settings, can write/update/delete articles, can create/update/delete a collection.
Getting started with team collaboration
With permissions and roles configured, your team is now set up for collaboration! We hope this guide has been helpful. Remember, you can update these permissions at any time, making our platform flexible and adaptable to your ever-changing business needs.