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Teams help you organise customer service inside BluBash by grouping agents into departments such as Support, Sales, or Finance. Each team has its own distribution rules, conversation limits, and optional satisfaction surveys, making it easier to manage high volumes of messages while maintaining service quality.
Create separate teams for each department to keep conversations organised even during peak periods.
1

Open the Teams menu

In the left-hand menu, click Teams. Then, in the top-right corner, select Create Team.
2

Define the team details

Enter a team name (for example, Support or Finance) and an optional description to help others identify the team’s purpose. Click Next to continue.
3

Add members

Select the users already registered on the platform who will belong to this team, then click Next.
4

Link a WhatsApp number

Choose the WhatsApp number that this team will use as its communication channel. Agents on the team will have access to this number when handling conversations.
Not every message received on the linked number appears automatically to all team members. Which conversations each agent sees is determined by the team’s distribution rules, configured in the next step.
5

Configure team rules

Define the rules and permissions for the team. The settings are grouped into four areas:Conversation settings
  • Allow starting conversations — enable this so agents can initiate new conversations with contacts.
  • Show agent name when sending messages — when enabled, the agent’s name appears in the customer’s WhatsApp for every message sent, increasing transparency.
Distribution settings
  • Distribution type:
    • Round-robin — distributes conversations evenly among available agents.
    • Queue — holds conversations in a queue until an agent manually picks them up.
  • Maximum simultaneous conversations — sets the limit of active conversations per agent at any one time (recommended: 10). When an agent reaches the limit, no new conversations are assigned to them. If all agents are at capacity, new conversations are queued.
Closure rules
  • Require resolution notes — agents must add notes before they can close a conversation.
  • Enable closing message — automatically sends a predefined message when a conversation is closed.
Satisfaction survey
  • Enable satisfaction survey — automatically sends a survey to the customer when a conversation is closed, collecting direct feedback.
Team calendar
  • Configure the team’s working days and hours, including holidays and exceptions, so that conversation handling reflects your team’s actual availability.
Your team is now created and configured. You can associate service channels with it and track its specific performance metrics from the dashboard.