Wix Answers Help Center

Managing Your Teams

Managing Your Teams

Inviting New Team Members

Invite people in your organization to become team members so they can access your Wix Answers account. When inviting, you choose your team member's role that determines their access and editing permissions. Inv

Creating Team Member Groups

Groups allow you to assign tickets and send notifications to entire groups of agents, rather than individual team members. You can use groups in various Wix Answers features such as automatic ticket routing, Sp

Working with Your Control Room Team Members Dashboard

Go to the Team Members dashboard in your Control Room to track real-time performance and manage members' channels, workloads, group, and queues. You can also add filters to the dashboard, perform bulk actions o

About Team Member Roles

The roles you assign to team members determine which actions they can take in your account. You can choose between 3 default roles or create custom roles to fit your organization's structure and work process. T

About the Team Member Overview

View and manage details about individual colleagues from their Team Member Overview. On the left, you can change the team member's current status and edit their agent fields, including location, role, availabil

Changing a Team Member's Role

The roles you assign to your team members determine which actions they can perform in your account. You can change a team member's role at any time. Important:To change a team member's role you must be an admin

Removing a Team Member

You can remove team members from your Wix Answers account if you no longer want them to have access. Alternatively, you can change a team member's role if you want to change their access and editing permissions

Setting the Locations of Your Team Members

Set your team members' locations so that everyone in your organization knows exactly where to find each other. After setting locations you can: Sort team members by location in the Control Room. Compare loca

Managing Pending Team Member Invitations

You can resend or cancel team member invitations that are pending. To perform these actions, you must be an administrator or have a custom role with Team Members enabled in the Settings - Team & Account permiss

Creating Custom Busy Statuses

Create custom busy statuses for team members to show what they're working on when not taking calls or tickets. Team members can change their statuses to any of the custom busy statuses you create. To create a c

Creating Custom Agent Fields

Save personalized types of information about each of your team members with custom agent fields. Once you've created custom agent fields, you can set their values for each team member. With custom agent fields

Managing Your Agent Fields

From your agent fields tab, you can search for, add, edit, and delete the agent fields that are available in your account. Important:To create agent fields, you must be an administrator or have a custom role wi

Changing Account Ownership

A Wix Answers account can have only one owner at a time. As the owner of your Wix Answers account, you're the only team member that can transfer ownership to someone else, in which case you become an admin.To t

Creating Custom Roles for Team Members

Create custom roles that determine which actions team members can perform in your account. You can specify custom role permissions for each Wix Answers feature. Start by duplicating and editing default roles (A

Setting Agent Fields for Team Members

Set predefined and custom agent fields for team members to store important information about them. Important:To set a team member's agent fields, you must be an administrator or have a custom role with Settings

Adding Team Members to Groups

Add team members to groups so you can assign tickets and send notifications to entire groups, instead of individual members. Use groups in various Wix Answers features such as automatic ticket routing, Spotter,

About Your Control Room Dashboards

Your Control Room dashboards are your go-to places for monitoring the current state of your supported channels and team member availability. Important: The Control Room is not yet available in all Wix Answers