---
title: "Team management"
description: "Roles, permissions and smart routing with performance analytics."
url: "https://whatslay.com/en/features/team\u002dmanagement"
lang: en
updated: "2026\u002d10\u002d13T12:12:18.000Z"
---

# Team management

## Overview

Roles\, permissions and smart routing with performance analytics\.

## Details

## A team that is organised from day one

Add your agents, give each one only what they need, and let WhatsLay assign conversations the way your business works.

## Roles and permissions

*   Ready-made roles: **Support agent**, **Supervisor** and **Device manager**. You can adjust them.
*   Detailed permissions per role, and control over which channels and numbers each agent sees.
*   Departments to organise the team by specialty.

## Smart assignment

*   Round robin, least busy, random, skill-based, or broadcast to everyone.
*   A maximum number of open chats per agent.
*   Skills that decide who receives which kind of conversation.

## Follow-up and motivation

*   Shifts, leave, goals and a leaderboard.
*   First response time, resolution time and SLA compliance for every agent.

Source: https://whatslay.com/en/features/team-management