# Organise the team: teams, response times, quick replies, tags

> Teams share out the conversations, response times prevent anything being forgotten, and quick replies and tags save everyone time. Everything is set up in **Settings › Team**.

## Steps

1. Open **Settings**, **Team** tab. In **Teams**, enter a name in **New team** (for example “Sales”), then click **Add**.
2. Under the team, open **Team members · Team numbers**. Tick its members, and **Lead** for the person who receives escalations. Tick the team’s numbers and channels, then **Save**.

3. Someone with the Member role sees conversations from their teams’ numbers, those assigned to one of their teams and those assigned to them. A number with no team stays visible to everyone.
4. In **Opening hours and response times**, choose what the rule **Applies to** (a team or a number). Tick **Opening hours** and set the hours for each day. Under **Response times (SLA)**, enter the **First response (minutes)** and the **Resolution (minutes)**, counted during those hours, then **Save**. On the Free and Solo plans, set the hours of a number: response times are marked “Team plan”.

5. When the deadline gets close, the assigned person is alerted. Once it has passed, the conversation becomes **Overdue** and the team’s leads and supervisors are alerted too; if there are none, the administrators.
6. Just below, **If nobody replies** sets when the AI agent takes over a conversation the team holds but nobody has replied to yet: **When you are closed** (**Straight away** by default) and **During your opening hours** (**After 2 h** by default). Your choice is saved straight away, on every plan. Without an AI agent on the channel, an acknowledgement is sent instead. See [Your AI agent on WhatsApp, Messenger, Instagram, Telegram](https://wyp.chat/en/help/agent-ia-messageries), **If nobody on the team replies** section.
7. In **Quick replies**, click **New reply**. Give it a **Shortcut**, choose who it is **Shared with** (**Only me**, **A team** or **The whole workspace**), write the **Text**, then **Add**. In a conversation, type / to insert it.

8. In **Tags**, enter a **New tag**, choose its **Colour**, then **Add**. Tags are used to sort and filter conversations.

**Good to know** Owners and administrators create teams and response times; supervisors also manage tags and quick replies; a team lead creates **A team** quick replies for their own team; everyone can create their own quick replies with **Only me**. The variables `{{contact.prenom}}`, `{{contact.nom}}`, `{{agent.prenom}}` and `{{agent.nom}}` personalise a quick reply. You can undo a deletion for a few seconds with **Undo**. The opening hours of a number are included in every plan: the AI agent (“When you are closed”), [Veilleur](https://wyp.chat/en/help/veilleur), scenarios and the website chat header use them. Without opening hours, the bubble says “We reply as soon as we can” rather than “Online”, and an AI agent set to **Only when you are closed** replies at any hour: if you remove a number’s opening hours, it no longer lets the team reply. Veilleur then sends no away message, since you are never closed. Teams, response times and Slack are part of the Team and Pro plans (and the Pro trial). If you go back to Solo or the Free plan, response times stop applying and the hours stay. To let every team member see every conversation, tick global visibility in **Settings › Workspace and members**, **Workspace** section.

## Related articles

- [Invite your team](https://wyp.chat/en/help/inviter) Add your colleagues to the workspace and give each one a role. Users are unlimited on every plan.
- [Assign a conversation](https://wyp.chat/en/help/attribuer) Assign each conversation to a person and a team: everyone knows who is replying.
- [Get alerts in Slack](https://wyp.chat/en/help/alertes-slack) WYP.chat sends its alerts to Slack: new conversation, response time almost exceeded, assignment, channel health.
- [Your AI agent on WhatsApp, Messenger, Instagram, Telegram](https://wyp.chat/en/help/agent-ia-messageries) Your AI agent answers your customers on WhatsApp, Messenger, Instagram and Telegram once the owner has turned it on and you have chosen, channel by…

**Learn more**

- [Teamwork on WhatsApp Business](https://wyp.chat/en/features/teamwork)
- [A shared inbox for WhatsApp and your other channels](https://wyp.chat/en/features/shared-inbox)
- [Dashboards: keep track of your WhatsApp conversations](https://wyp.chat/en/features/dashboards)

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Source: https://wyp.chat/en/help/organiser-equipe · Updated on 13 October 2026