Managing Your Chat Team
Live Chat's team management features let you build and coordinate a support team. Invite agents, control their permissions, set availability schedules, and ensure every incoming conversation gets assigned to the right person.
Step 1: Invite Team Members
In your Live Chat dashboard, go to Settings > Team and click Invite Agent. Enter their email address and select a role before sending the invitation.
- Invitees receive an email with a link to set up their account
- Invited agents must have or create a StackBloom account to accept
- You can invite multiple agents at once by entering comma-separated email addresses
- Pending invitations can be revoked before they're accepted
Step 2: Assign Roles
Live Chat has two team roles with different permission levels. Assign the appropriate role to each team member based on their responsibilities.
- Admin: Full access to all settings, can manage team members, view all conversations, and configure the widget
- Agent: Can handle assigned conversations and access canned responses and knowledge base, but cannot change global settings
- Change a team member's role at any time from their profile in Settings > Team
Step 3: Set Agent Availability Hours
Each agent can set their own availability schedule, which determines when they appear as "online" and receive new conversation assignments. Agents manage this from their profile settings.
- Agents manually toggle between online, away, and offline status during their shift
- Admins can also see and override agent status from the team overview
- Set a maximum concurrent chat limit per agent (e.g., no more than 5 active chats at once)
- Agents with "Away" status won't receive new assignments but can still handle open conversations
Step 4: Configure Conversation Assignment Rules
Control how new incoming conversations are distributed among your team. Go to Settings > Assignment Rules to configure your routing logic.
- Round-Robin: Distribute conversations evenly across all online agents automatically
- Manual: Conversations go to an unassigned queue — agents pick them up manually
- Skill-Based: Route to agents tagged with specific skills (e.g., "billing", "technical")
- Set a fallback assignment if no available agents match the routing criteria
Step 5: View Team Performance Reports
Monitor your team's performance from Reports > Team. Use the data to identify top performers, spot bottlenecks, and improve your support operations.
- First response time per agent (average and median)
- Resolution time and conversations handled per day
- Customer satisfaction (CSAT) ratings broken down by agent
- Missed or abandoned conversations by time of day — use this to optimize staffing
💡 Tip: Use the team workload report to identify peak chat hours, then adjust your staffing schedule to ensure agents are available when your visitors are most active — typically mid-morning and early afternoon on weekdays.