TimelinesAI’s Teams feature is designed to help you streamline communication, organize large support teams, and maintain control over chat visibility, especially useful for businesses with global operations.

What Are Teams in TimelinesAI?

The Teams feature allows you to group users based on departments, responsibilities, or geographic regions. It’s ideal for companies managing multiple WhatsApp accounts and handling conversations across various markets or time zones.

Example Use Case: Customer Support Across Regions

Let’s say your business has a large customer support department with team members handling chats in different parts of the world, such as Canada, Australia, the US, Europe, or the Middle East.

With the Teams feature, you can:

• Create separate teams named after each location.
• Assign relevant teammates to each team based on their responsibilities and geography.
• Manage chats from different connected WhatsApp numbers, each assigned to a specific region.

Roles and Permissions for Better Control

TimelinesAI also offers flexible user roles to help manage visibility and access within Teams:

• Agents can be restricted to see and respond only to their own assigned chats.
• Teammates can oversee all chats within their assigned Team but won’t see chats from other Teams.

For example, you could create a Team Europe that includes:

• 1 Supervisor who can view all chats from that team
• 2–3 Agents who only see the chats assigned directly to them

This setup ensures that sensitive information is accessible only to the right people, keeping your data secure and your operations efficient.

Benefits of Using Teams

• Efficient chat management by region or department
• Improved data security with granular permissions
• Streamlined collaboration within each team
• Seamless handling of multiple WhatsApp accounts across your workspace

For assistance with setting up Teams and managing user access in TimelinesAI, please refer to the following helpful articles:

• Roles and Permissions on TimelinesAI
• TimelinesAI Teams for Your Workspace

These guides will walk you through configuring user roles, organizing your teams, and setting the right permissions for your workspace.

How to Set Up a Team in TimelinesAI: A Step-by-Step Guide

In this case, we’ll walk you through an example of how to create a team in TimelinesAI with clearly defined roles and permissions, allowing you to manage chats efficiently and securely.

Step 1: Create a Team

Start by navigating to the Teams page here: https://app.timelines.ai/teams/

For more detailed guidance, refer to this article:

TimelinesAI Teams for Your Workspace

1. Click the “Create new team” button.
2. Enter a team name — for example, Team Europe.
3. Click Save.

Step 2: Add Teammates to the Team

Navigate to the People tab (https://app.timelines.ai/team/):

1. Find the users you’d like to assign to the team.
2. Click the pencil/edit icon next to their name.
3. Select the team (e.g., Team Europe) from the dropdown.

Step 3: Assign Roles to Your Team Members

You can manage user roles and permissions by following this article:

Roles and Permissions on TimelinesAI

Let’s say you’re building a team of three:

• Team Supervisor: Can view all chats from the connected WhatsApp account within the team, as well as access some administrative features.
• Teammate: Can view all chats from the connected WhatsApp account within the team but has no administrative permissions.
• Agent: Can only see chats assigned to them or chats coming from their connected WhatsApp account.

Result: Focused, Role-Based Collaboration

With this setup, you’ll be able to create specialized teams for different departments or regions while maintaining privacy and control. Each team member will only see the chats relevant to their role and assigned WhatsApp accounts — helping you streamline operations, enhance collaboration, and maintain data security across your workspace.

If you’d like help setting up your Teams or understanding how to customize roles and permissions, feel free to reach out. We’re here to help you get the most out of TimelinesAI!

Updated on: 22/07/2025