In Papo Global (https://papo.global/), you organize support by specialty by creating agent teams, adding members, and linking each team to the relevant inboxes. This way, each group sees only the conversations in its area, avoiding confusion and overlapping support.
Team organization summary
| Action | What it does | Benefit |
|---|---|---|
| Create a team | Defines a group with a name (e.g., “Support,” “Sales”) and an optional description. | Separates teams by specialty or function. |
| Add members | Adds agents already registered on the account to the team. | Each agent becomes part of that support group. |
| Link to inboxes | Connects the team to specific channels (WhatsApp, Instagram, email, etc.). | The team sees only conversations from the channels under its responsibility. |
| Manage permissions | Roles (Agent, Administrator) are defined per user; the team controls access to conversations. | Combines operational access control with channel-restricted visibility. |
How to create and manage teams – step by step
-
Go to settings
Only users with the Administrator role can see team options. In the menu, go to the account settings area. -
Create a new team
In the teams section, choose the option to add a team. Enter a name (required) and, if desired, a description that helps identify the group’s purpose. -
Add agents to the team
Once the team is created, select the members who will be part of it. The list shows all agents already registered on the account. You can add multiple agents at once. -
Link the team to inboxes
Still in team management, choose which inboxes (channels) this group can handle. For example, the “Sales” team can access only WhatsApp and Instagram, while “Support” sees email and the website chat. -
Review and save
Confirm the changes. From that point on, the team’s agents will see only conversations from the assigned inboxes, keeping support organized.
At any time, the administrator can list existing teams, view each team’s members, edit names, add or remove agents, and change linked inboxes.
Defining permissions and roles
Papo separates two important concepts:
- User role – defined in the agent’s registration (Agent, Administrator, or custom roles). It controls what the person can see and do on the platform (settings, reports, billing).
- Team – determines which conversations the agent sees, based on the inboxes linked to the group.
An agent with the “Agent” role who belongs to the “Support” team and the “Sales” team will see conversations from inboxes linked to both teams. An administrator, even without being on a team, has full access to all conversations and settings.
Who team organization is recommended for
- Companies with multiple departments – separating sales, support, and finance prevents a salesperson from accidentally handling a billing complaint.
- Operations with support levels (N1, N2, N3) – each level can be a team, with specific inboxes or labels, and escalation happens between groups.
- White label resellers – when provisioning customer accounts, standardized team creation speeds up delivery and keeps things organized.
- Lean teams that grow – start with a single team and later split by specialty as the team grows.
Frequently asked questions
What is the difference between a role and a team?
The role (Agent, Administrator) defines permissions on the platform. The team controls which inboxes the agent can access. An agent can have the “Agent” role and belong to one or more teams, seeing only conversations from the channels assigned to those groups.
Can I add an agent to more than one team?
Yes. The same agent can be part of multiple teams. They will see conversations from all inboxes linked to those teams, unifying support when necessary.
Do I need to be an administrator to create teams?
Yes. Only users with the Administrator role have access to team and inbox settings. Regular agents do not see these options.
What happens if I remove an agent from a team?
The agent no longer sees conversations from inboxes linked to that team. The history of conversations they have already handled remains on the account; only current access is revoked.
Does each additional agent have a cost?
On Papo’s Silver plan, the first user is free forever. Each additional user costs R$ 97/month. If the account reaches the contracted limit, the system prevents adding new agents until the plan is adjusted.
How can the API help with team management?
Papo’s REST API allows you to list teams, create teams, list members, add users in bulk, and manage inboxes programmatically. It is useful for large operations, ERP integrations, and automated provisioning in white label resellers.
Read also
- How to add a new agent to your team in Papo
- How to configure conversation escalation between support levels (N1, N2, N3) in Papo
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