Team handbook
Company info and response guidelines for your agents, with required reading for new hires.
The team handbook is a private set of pages for your own agents: how you handle refunds, your tone of voice, when to escalate, who to ask. New agents read the same answers every other agent uses.
Who can do what
| Read pages | Confirm required pages | Write, edit, delete | |
|---|---|---|---|
| Owner | Yes | Not needed | Yes |
| Agents who manage the Knowledge Base (Full access, Support lead, Knowledge) | Yes | Yes | Yes |
| Other agents | Yes | Yes | No |
Write a page
- Open Handbook in the sidebar (or More > Team handbook in the mobile app).
- Click New page.
- Give it a title, pick a section (Company, Response guidelines and Processes are suggested, or type your own), and write the page.
- Turn on Required reading if every new agent must read it.
- Click Add page.
Use Preview in the editor to see how it will look.
Formatting
Pages are plain text with a few simple marks, so they look the same on the web and in the app:
| You type | You get |
|---|---|
# Heading, ## Heading, ### Heading | Headings |
- item or * item | A bullet list |
1. item | A numbered list |
**bold** | Bold text |
[link text](https://example.com) | A link (web addresses only) |
Leave a blank line between paragraphs.
Required reading and Start here
Pages marked as required reading appear in a Start here checklist on each new agent's dashboard, on the web and in the mobile app. The agent opens each page and taps I have read this. The checklist disappears once everything is read. The owner never sees it.
If you change the title or text of a required page, everyone is asked to read it again. Moving a page to another section, or changing only its position, does not.
See who has read what
On the Team progress tab, managers can see how many agents have confirmed each required page and where each agent stands, with the least complete at the top.
Plan limits
| Plan | Handbook pages | Read-receipt report |
|---|---|---|
| Free | 5 | No |
| Basic | 25 | No |
| Pro | Unlimited | No |
| Enterprise | Unlimited | Yes |
When you reach your limit, existing pages stay readable and you can still edit them. Delete one or upgrade to add another.