Create and configure teams

The team is the core unit of organization in BluBash. In a team you define who handles conversations, through which channels, with access to which Pipelines, during which hours, with which time goal, and how conversations are distributed. Create one team for each area of your operation, such as Sales, Support, Finance, or Legal.

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Configuration overview

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Create a team

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Details

In the Details tab, change the Team Name and Description and click Update Team.

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Team members

In the Members tab, search for the person, choose their team role, and click Add. In Current Members, change a person’s team role or remove them. To invite someone who is not in the workspace yet, see Add a member →.

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Team channels

The Channels tab shows two lists: Available Channels, with the channels you can link, and Team Channels, with the channels the team already handles. Every channel has a Default Team, which receives the channel’s conversations by default. In Team Channels, the Default team badge marks the channels where this team plays that role. See how to set up each channel in Create a channel →, Instagram →, and Webchat →.

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Team Pipelines

In the Pipelines tab, add the Pipelines the team will use from Available pipelines. They move to Team pipelines, and the team’s members can then see and work those deals. A Pipeline must be linked to at least one team. That is why BluBash does not let you remove a Pipeline’s last team link. See Pipelines →.

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Settings

The Settings tab groups collapsible sections. Open a section, make your change, and click Update Team, which appears when there are changes to save.

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Conversation Settings

Turn off Allow initiating conversations for teams that only respond to incoming messages, such as a support team that only answers customers who reach out.

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Ownership

With Assign contact owner when taking a conversation turned on, whoever takes a conversation that has no team-level owner yet also becomes the contact owner for that team. Use it when each customer should have a fixed point of contact, such as sales portfolios or recurring accounts.

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Response time goal (SLA)

Set how long the team has to respond to and close each conversation.

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Distribution Settings

In Max Concurrent Conversations, set how many conversations each member handles at the same time, from 1 to 50. The default is 10. When a member reaches the limit, they stop receiving conversations. If everyone reaches the limit, new conversations are queued.

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Closure Rules

In the Closure message, use the variables below. Click a variable to insert or copy it, and check the result in the Preview. In Sending conditions, set the Minimum conversation duration in minutes so the message is not sent for very short conversations.

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Satisfaction Survey

With Enable satisfaction survey, the customer receives a survey with a score from 1 to 5 after the conversation is closed. Scores feed the Average CSAT in Reports →.

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Team Calendar

Click Create Calendar and configure: To undo it, use Remove Calendar.

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Delete a team

In Settings, open Advanced actions and click Delete team. BluBash shows the impact before you confirm: Click Continue, type the team name to confirm, and click Delete permanently. Deletion cannot be undone.

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Best practices

• Create teams before inviting members. The invitation requires at least one team.
• One team per service area makes AI agent transfers and reports easier to read.
• Start with Queue while the team is small and switch to Round Robin as volume grows.
• Turn on SLA and the Satisfaction Survey from day one so reports have history.

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Next steps