Below, you'll find some common questions about Team Sharing, specifically how to manage team members, how calling, messaging, and the subscription work, and what settings are available for Teams.
Managing Team Members
How many members can I add to my Team?
A maximum of 5 members can be added to a Team. This includes pending invites.
What roles can members have?
There are two different roles: the Admin and Members. There can only be one Admin for the team, and this role is assigned to the person who creates the account and manages the Index subscription.
For more information, check out Team Admin vs. Member Roles
Can I change the Admin for my team?
Yes, but please be aware that the new Admin must also manage the team subscription. Click here for step-by-step instructions.
Can I remove a pending or declined invite?
Yes. The Admin can remove a pending or declined invite. This is beneficial when you are maxed out at 5 members but need to add a new member. (Instructions)
Calling & Messaging
Can we receive incoming calls if someone is already on a call?
Yes. Index will ring even when another member of the team is on call.
What happens if multiple people answer an incoming call?
Team Sharing uses the Call Announcement feature (which asks you to "press 1" to answer the call). This action helps to prevent the issue of multiple members answering the call. The first person to press "1" will connect the call successfully.
Once the call ends, everyone's inbox will display the call log with the time and duration of the call.
What happens if I delete a message or call from the conversation thread?
Unfortunately, since all activity syncs across all devices, deleting any information will also delete from everyone else's inbox. We cannot recover any communication history once it's been deleted.
Will each member get to see text responses and other communication history?
Yes, each member of the team can follow along with any communication by other members of the team. The name of the Team member will be displayed beneath the call, message, or business tool they used to communicate with the customer.
If you receive the error message "number has been disconnected" or "number is no longer in service" when placing or receiving calls, please refer to the Service Status Page first to check if there are any current calling disruptions within Index.
Contacts
With Team Sharing accounts, contacts in Index are shared among the team. When a member adds a contact, it syncs with all members automatically.
As far as contacts on the member's phone address book, those contacts are NOT synced & are separate from Index's address book.
If one person "favorites" a contact, will that show across all teammates?
Yes, when a team member marks a contact as a "Favorite," it appears at the top of the contacts list for everyone. Favorites sync across the team.
Account & Subscription
Can a different member of the team manage the subscription?
The subscription for the account must always be managed by the same person who is Admin. To change who pays for the subscription, please change the Admin role to the same member of the team.
Can I delete my account?
Yes. The Admin can delete (permanently close) your Team Sharing Account. See How do I delete my Team Sharing Account? for instructions.
Numbers
As an Admin, can I change the mobile number associated with my account?
If you are getting a new phone and need to update the number that is registered to your Team Sharing account, you may do so. Please contact support for assistance.
Settings
Is a signature shared, or can team members have their own?
Yes, the signature in Index Settings is shared among the team, so individual members cannot customize their own.
Can a team set Do Not Disturb based on business hours?
No. Unfortunately, the Business hours setting is unavailable for Team Sharing accounts. To use the DND with business hours, you must remove the team and switch to an individual account.
If you have any questions or concerns, please submit a request.
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