Team operations
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Prepare your team before accepting customers on Message Pro
Technical connection is one part of readiness. Teammates also need agreement on who replies, when to transfer and what to say when information is missing. Test realistic roles rather than only an administrator account.
Assign access and responsibility
Set up clearly named users, teams and inboxes. From an ordinary teammate account, check access and the ability to perform required tasks.
Assign ownership for unassigned work, shift handoff and updates to replies and knowledge.
Write simple follow-up rules
Agree on statuses, labels, private notes and transfers. Useful notes record what happened and what must happen next.
Review canned replies, prices and approved policies, and identify cases that require handoff rather than guessing.
Test a small working day
Exercise receipt, assignment, reply, private note, transfer and status review. Include an unavailable teammate, missing information and an integration failure.
If using AI, request a person and verify actual assignment and context at the receiving team, not just the agent’s reply text.
Review the first operating days
Group issues by stage: arrival, access, assignment, reply or integration. Correct the cause and retest instead of adding many rules at once.
Review workload, follow-up timing and example conversations with the team, then adjust distribution or knowledge based on evidence.
Apply these steps in your account
Create a Message Pro account and start with the workspace, then use the Help Center for setup steps.