Team & Workspaces
Bring your colleagues into ZazaVoice and decide which of them answer which calls. Team is who belongs to your organization; Workspaces decide how calls to a number are handled and which teammates ring.
Inviting teammates
Dashboard → Team → Invite someone.
Enter their email and pick a role. Optionally add them straight to a workspace. They get an email with a link (valid 7 days) to set a password and join. After joining they can also sign in with Google using the same email.
You can also invite from inside a workspace: Members → Add Member, then use Not on your team yet? at the bottom.
Pending invitations are listed on the Team page, where you can Resend (which issues a fresh link) or cancel them.
An email address can belong to only one ZazaVoice organization. If someone already has their own account, invite a different address.
Organization roles
| Role | Can do |
|---|---|
| Owner | Everything, including managing admins. |
| Admin | Everything except managing other admins or the owner. |
| Member | Handle calls: their workspaces, Live Agent, Call History, Messages, Contacts, and their own profile. No billing, numbers, agents, campaigns, or API keys. |
Change a role or remove someone from the Team page. Removing someone signs them out immediately and takes them out of every workspace; inviting them again brings them back.
Workspaces
Dashboard → Workspaces. Owners and admins create workspaces and route phone numbers to them (Phone Numbers tab of a workspace). Members only see the workspaces they belong to.
Handling mode
- AI Only — the AI agent answers every call.
- Human Only — your team answers; if nobody picks up, the fallback runs.
- AI First — the AI answers and hands the caller to your team when they ask for a person or an escalation rule matches.
- Human First — your team answers first; if nobody picks up, the AI agent takes the call.
Who rings, and in what order
Only members who are on duty (Dashboard → Live Agent) and set to take calls are rung. If a member has saved their phone number on the Live Agent page, their phone rings; otherwise the browser softphone does.
| Strategy | How it rings |
|---|---|
| Ring everyone | All on-duty members at once; first to answer gets the call. |
| Round robin | One at a time, starting with whoever was rung longest ago. |
| Least busy | One at a time, fewest calls answered in the last 24 hours first. |
| Priority | One at a time, highest member priority first. |
| Skills | One at a time. When the AI hands a caller over it picks the skill they need, and members with that skill ring first. |
For the one-at-a-time strategies, Ring each member for is how long each person rings, and Max hold time caps the caller's total wait.
If nobody answers
- Voicemail — the caller leaves a message.
- AI takes the call — the workspace's AI agent answers.
- Callback — the caller is told you'll call back, and a callback is added to Appointments.
- Hang up — the caller hears an apology.
If nobody is on duty when a call arrives, the fallback runs straight away instead of putting the caller on hold.
Business hours
Turn on Use business hours, set your open days and times, and choose what happens when you're closed: the AI agent answers, on-duty members are rung anyway, or the call goes straight to the fallback.
Escalation (AI First)
List topics (for example refund, cancel) and the AI transfers the caller as soon as one comes up. Transfer upset callers hands over callers who are clearly angry or frustrated. Callers can always ask for a person.
Workspace roles
| Role | Can do |
|---|---|
| Agent | Take calls. |
| Supervisor | Take calls, and adjust members' skills, priority, and whether they take calls. |
| Admin | Run the workspace: settings and members. |
Organization owners and admins can do all of this in every workspace. Routing numbers to a workspace and deleting a workspace are owner/admin only, because numbers are billed to the organization.