Invite Your Team and Set Up Skill-Group Routing

One-person support only scales so far. Once you have three humans answering, "who takes this one?" becomes the bottleneck. Lane.Chat's groups + routing solve it: conversations flow to whoever should have them.

Step 1: Open team settings

Bottom-left avatar → Team, or Settings → Team. You're row one, role owner.

Step 2: Send invite emails

Top right Invite member. Type emails (Enter to separate multiples), pick a role, send. Each invitee gets a one-time token link valid for 7 days.

First login forces a password and 2FA setup. No skipping.

Step 3: Assign roles — admin / agent / viewer

Three roles, keep it simple:

• admin — change settings, build Flows, see billing. Your lead or founder.
• agent — take conversations, see their own metrics. Day-to-day support.
• viewer — read-only. Great for ops or analytics folks.

You can change a role anytime from the member detail page; it takes effect immediately.

Step 4: Create skill groups

In Settings → Groups, click new. Common splits: by language (English, Spanish), by topic (Billing, Technical), by product line.

Each group picks members, an hours window, and a capacity cap (max concurrent conversations per agent). One person can be in multiple groups.

Step 5: Write routing rules

Settings → Routing rules → New. Combine conditions:

• Visitor language == en-US → English group
• Last message contains invoice|refund|charge → Billing group
• Otherwise → Default group

Rules evaluate top-down; first match wins. Drag to reorder.

Step 6: Smoke test it

Two browsers or two phones. One visitor types "how do I get a refund?" — should land in Billing. Another types in another language — should hit Default or the matching group.

Every routed conversation logs which rule fired in its audit trail. Look there first when something goes sideways.

截图清单 / Screenshots Checklist

• 01-team-list.png — Team list with current members and roles
• 02-invite-modal.png — Invite modal with email and role fields
• 04-new-group.png — New group setup with members and capacity
• 05-routing-rules.png — Routing rules editor with multiple conditions