[Reply] Inviting team members and best practices for working together

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Inviting team members Best practices for working together as a team

Inviting team members

Reply was designed for teams to work together, to respond to social conversations within one simple inbox. Follow the steps below to invite your team members:

1

Click on your profile avatar at the top right of your dashboard and then click on Preferences.

2

Select the Team tab.

2

Enter your team members' email addresses and click Send Invites.

By default, team members will be assigned the Agent role, but they can be changed to the Admin role if needed, by clicking on the drop down arrow to the right of their current role, and selecting Admin.

Agents typically make up the majority of a team. Admins have the highest level of access and this role is typically reserved for one or two members on a team. When visiting Preferences, Admins will see more options than Agents, as detailed below:

Settings Tab Agent Admin
Preferences
Notifications
Team
✓ (read-only)
Billing

Social Accounts
Tags
✓ (read-only)
Rules
Saved Replies
✓ (read-only)
Integrations

Keen to see how Reply works for teams? Join a webinar here!

Best practices for working together as a team

1

Ensure everyone has added their name and profile image

It’s really important that each team member pops over to their Preferences when starting out with Reply, so they can add their name and profile image. These are really handy for other team members so they can see who’s online, who’s already viewing a conversation, who sent the latest replies, and who left a note.

2

Keep conversations with one person if possible

Being passed around from agent to agent is a source of frustration for many customers. Wherever possible, try to keep conversations assigned to one person, so they can build trust and rapport with the customer. Learn how to auto-assign conversations to yourself here. As well as being able to manually assign conversations to yourself (or another team member), you can also set up Automation Rules to have this happen automatically based on certain criteria, for example keywords or language.

3

Add helpful notes

Adding internal notes can be very helpful for other team members, who might pick the conversation up later on. Here are a few ways we use notes at Buffer:

  • Letting our teammate know why we're assigning the conversation to them
  • Adding steps we’ve already taken to troubleshoot an unresolved issue
  • Adding a link to a ticket in Jira (the tool we use for escalations)
  • Adding notes about the user, e.g. account details, plan, etc
  • Leaving each other feedback on our replies (both positive and constructive)
4

Keep organized with tags

Tags are a really flexible option that allow you to organize and keep track of your social conversations. They can be used for prioritization, organization, follow ups, reporting, and so much more! Make sure your whole team knows which tags to use for which situations.

5

Think about your team's workflow

It’s a good idea to think about your workflow, depending on team size and how much each person is spending online. Will everyone work out of the Team Inbox, or would you prefer to set up some dedicated folders? Should people work from oldest to newest, or newest to oldest? Do you have guidelines for teammates with regard to hopping into other people’s conversations in the Assigned folder? Do you have an escalation process in place?

6

Save time with Saved Replies

Saved Replies are pre-crafted responses that you create around your frequently asked questions. Using Saved Replies can reduce response times by saving your team from typing out the same answers over and over again. Typical examples might include your pricing information, refund policy, and answers to complex questions.

7

Enable the right notifications

While some of your team members might spend near full days in Reply, it could be the case that other team members only pop in now-and-then. For these team members, it’s helpful to make sure they have the right notifications enabled so they’re alerted if a follower responds to a conversation that’s assigned to them.

8

Track team member productivity

The Team Report, which is available on our Business Plan, is where you'll find insights on team member activity. This report helps to answer questions like who sent the most replies last week, how many internal notes are being added, and how many conversations a team lead assigned. It's also a great tool to see, week over week, if your team is sending more or fewer replies, and which types of replies are sent most.

This report can be a great indicator of whether you have the correct number of resources assigned to managing your support and engagement on social media and also potential gaps in knowledge. For example, if a particular team member is sending fewer replies than usual, or assigning a larger number of conversations to other team members, this could indicate that they need some extra help.

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