Creating Teams allows you to group your users together along with the channels they manage. By using Teams, users can streamline their workflow in the platform, exclude unnecessary information and report on the team’s overall performance. This article will help you manage your teams to best suit your organization’s structure.
All features in this article are only available to Falcon users with a user role of Admin or Team Leader except for the creation of new teams which is is only available to Admin users.
How Can I Use Teams?
You can group your users or channels in as many ways as you like. There is no limit on the number of users or Channels per Team and each can exist in multiple teams at the same time. Depending on your organization’s structure, you may decide to separate your teams based on location, department, business unit or permission level.
To help you decide how to structure your Teams, you may want to consider the following:
- Which Channels should certain users be able to access (and which Channels should they not)?
- Which users may need to report on which Channels?
- Which Channels may belong together for filtering, reporting, creating content and engaging?
- Which users will need to interact with each other, such as by notes, assigning, or approval?
Users will not be able to see or access channels and users outside of their team. However, Admin users will always have access to all teams and users. Please see below for more information.
Creating and Editing Teams
Creating a new Team
Any Falcon Admin user can create a new Team. To get started, please follow the steps below:
- Click your profile image followed by Settings.
- Select Teams on the left, followed by Create Team in the top right.
- Enter a name for your team and select Save and Continue.
- Under the tab Users, select either Add Team Members on the right to add an existing user in the organization or Create New User on the left to add a brand new user. Please see below for information on user roles.
- Under the Teams tab, select Add Channels to scroll/search for connected channels to add. If no channels are connected yet, please see the guide from our Help Center here.
- Apply Templates, Business Hours and Service Targets as needed. Please see below for more information.
Adding or removing Channels and Users from Teams
At any time, you can adjust which Channels and Users are included in a Team. To get started, please visit your Team by clicking Settings followed by Teams. When you’ve selected the team, select either Users or Channels followed by the steps below:
- To add an existing user in your organization, click Add Team Member from the right.
- To add a brand new user, click Create New User.
- To remove a user, hover over the user and click Remove.
- To add an existing channel in your organization, click Add Channels from the right.
- To remove a channel, hover over the channel and click Remove.
- In order to add a brand new channel, please view this guide from our Help Center. At step 4, you’ll be asked which Team(s) the channel should be added to.
Adjusting User Roles within Teams
Every user’s permission level in Falcon can be adjusted individually. A user can also be assigned a different user role for each individual Channel in a Team. This means that a user can be included in the Team but may have different access to each channel within that Team. For example, they may be able to publish without approval to one channel (Editor) but require approval for another (Content Creator).
Detailed descriptions on the different user roles can be found here. To adjust a user’s role in the team, please follow the steps below:
- Go to Settings, followed by Users.
- Select the user.
- Select the Teams tab.
- Find the Team and select Edit Channel Roles.
- Use the dropdown for each channel to choose between Moderator, Content Creator, or Editor.
To adjust the user role to Team Leader, select the user followed by the Teams tab. Next, select the Team Leader checkbox beside the applicable Team.
If you’d like to make a user an Admin for the entire organization, select the user followed by the General tab. Next, select the Admin checkbox.
If you make a user an Admin, they will automatically have access to all teams within the organization.
Templates, Business Hours, and Service Targets
While it’s completely optional, you can choose to add Templates, Business Hours, or Service Targets to your teams. These can be adjusted at any time by clicking on the team under Settings > Teams.
- Response Templates can be created and edited here for your team’s use in Engage. Please check out our Help Center article here for more information on setting up Templates.
- Business Hours
- In Measure, it’s possible to report on your Team’s performance in Engage by creating a Team Performance Report. By setting your Team’s Business Hours and any exceptions, you can accurately report on the Team’s actions during productive hours, as opposed to the entire day. For more information on Business Hours and how to set them up, please visit our Help Center guide here.
- Service Targets
- Setting your Team’s Service Target will allow you to establish your Team’s SLA when it comes to response time. Similar to the Business Hours, this is for the benefit of the Team Performance Report. You will be able to see which percentage of your Team’s actions were within your Service Target. For more information and a guide to setting up Service Targets, please visit our Help Center guide here.
Users in Multiple Teams
Each user in a Team can only see and access information in Falcon which pertains to their Team such as posts, reports and conversations. However, a user can be part of multiple Teams at the same time. If so, they will have the ability to see information for any Team they’re a part of. In Publish, each user can choose the Filter option from the top left to filter their view by teams.
While Admin users will have access to all Teams by default, they can opt to temporarily utilise Team View mode. This option will condense the platform to only display information relating to that chosen Team. Please visit our Help Center article for more information on switching Team View.
Assigning, Notes, and Approval
When assigning messages in Engage, users can choose from any Admin, entire Teams, or any other user from their Team who also has access to the Channel.
Users can also leave Notes in Publish when creating content. They can choose from any Admin or a member of any of their teams who also has access to the same Channel.
When a user sends a post for approval, they can choose any Admin user or users from their Teams which have the permission to publish to the channel (this excludes Moderators and Content Creators). Lastly, users can choose ‘Anyone’, which will notify every user with permission to publish on the channel.
Once you have set up your Team, it’s possible to report on the performance of the Team in Engage by creating a Team Performance Report in Measure. You can find information on how to set up the reports, what's included and metric definitions by visiting our Help Center guide here.
- Does each team need a Team Leader?
- No, there are no requirements on the amount of user roles per team. A Team can have multiple Team Leaders or no Team Leader at all.
- Who can users mention in Notes?
- You can @mention anyone in your Team as well as Admin in the platform. Admin users can @mention all users in the organization.
- Will users be able to see any information relating to other Teams?
- Only information pertaining to your Team will be visible in the platform, except for Audience data. Users with access to the ‘Audience’ tab will be able to see Audience data for the entire organization.
- I removed a user from a Team. Will their scheduled posts still get published?
- Yes, even if a user is removed from a Team, their scheduled posts will continue to be published. In addition, the user may also continue to receive emails about any scheduled posts that fail to publish.