Your team
Aijent Relay includes team seats, three on Relay Starter and five on Relay Growth. How to invite people and how to work escalations together.
Aijent Relay includes team seats, three on Relay Starter and five on Relay Growth, so escalations do not depend on one person being at their desk. Invite people from your account settings, and give each their own sign-in rather than sharing one, because your conversations inbox records who changed a status and who wrote each note.
Aijent Relay includes team seats, so escalations do not depend on one person being at their desk:
- Relay Starter: three seats
- Relay Growth: five seats
Your account settings show how many of your seats are in use.
Inviting people
Invite your team from your account settings. Each person gets their own sign-in rather than sharing one, which matters, because your conversations inbox records who changed a status and who wrote each note. Shared logins make that history useless.
If you try to add somebody once all your seats are taken, you will be told the seats are in use. Remove somebody who has left first, or move to Relay Growth for more seats. See your Aijent Relay plan.
A login that only works conversations
Not everyone who answers escalations needs to change your Aijent. On the Team card you can give someone a limited login instead of Full access, called Conversations and live chat, on both Relay plans.
They land on Conversations, work escalations and leave notes, and never see your Aijent's settings, knowledge, account settings or billing. It still uses a seat. See limited access for your team.
Working together
The conversations inbox is built for more than one person.
Every status change records who made it and when, so anybody can see at a glance whether an escalation has been picked up. Notes are permanent and show their author, so the running history of a customer stays with the conversation instead of in somebody's head.
A simple habit that works: whoever picks up an escalation moves it to Follow-up immediately, before doing anything else. It takes a second and it stops two people calling the same customer.
Who should have a seat
Whoever answers escalations. That is usually not the person who set the Aijent up.
It is worth giving a seat to somebody who will actually notice a new escalation during the working day, rather than only the account owner.