Team Room

How Lead360 helps

Team Room keeps internal collaboration separate from customer conversations. Staff can coordinate work, share operational context, and preserve a team-visible history without accidentally sending internal notes to a customer channel.

When to use this area

Use Team Room for internal discussion, handoffs, investigation, and coordination that should remain inside the business workspace.

Before you begin

• Confirm the room and participants.
• Share only the minimum customer information needed for the task.
• Use the owning product record for final decisions and live updates.

Choose the correct room

1. Use the agency room for authorized agency-wide collaboration and the exact sub-account room for location-specific work.
2. Choose a private channel purpose, intended staff members, responsible owner, and retention expectation before adding automation.
3. Team Room is internal; customer email, SMS, calls, and chat remain in Conversations.

Assign Ask360 safely

1. Choose the exact bot or Ask360 Piece and limit it to the intended tenant and channels.
2. Grant only the read and write permissions, reviewed memory, connectors, and tools required for that role.
3. Do not paste customer secrets, credentials, payment details, or unrelated private channel content into prompts.

Test and maintain

1. Mention the bot with a controlled question, verify the response boundary and tenant context, then test that it stays silent outside assigned channels.
2. Document the owner, escalation route, membership review, and who can change the bot assignment.

Use Ask360 here

Ask360 can read authorized room or channel information and prepare a reviewed Team Room handoff when supported. It never posts a message, invites or removes a member, widens permissions, exposes private channel content, or creates an external customer conversation from this Help flow.

Confirm the result

A completed Team Room workflow should be visible in the product area that owns the final record. Use these checks before relying on the result or moving to the next customer-facing step.

• Confirm the message appears in the intended internal room.
• Record the final customer or business outcome in its owning Lead360 feature.
• Review membership when the discussion contains sensitive operational information.

Troubleshooting

A teammate cannot access the room

Check sub-account membership, room membership, role permissions, and whether the room was archived.

Internal context is split across tools

Link to the authoritative Lead360 record and summarize the decision there instead of duplicating sensitive data across messages.