Team Setup

Creating a Team

1. Navigate to Settings → Teams
2. Click Create Team
3. Enter the team name (e.g., “Support,” “Sales,” “Retention”)
4. Click Create

Your new team gets its own dedicated AI agent, ready to be configured.

---

Assigning Members

1. Open the team’s settings page
2. Click Members → Add Member
3. Enter the team member’s email address
4. Assign a role:

Role	What They Can Do
Manager	View team data, approve action plans, manage kanban cards, use Co-Pilot
Viewer	Read-only access to the team’s triage queue and customer data

Members can belong to multiple teams. Their Dashboard view automatically filters to their assigned teams.

---

Communication Style

Configure how the team’s AI agent writes:

1. Open the team’s settings page
2. Click Communication Style
3. Set the following:

Setting	Options	Example
Tone	Formal, Professional, Friendly, Casual	Formal: “Dear Mr. Johnson, Thank you for reaching out.”
Voice	First person (“I”), Team (“We”), Company name	”We at Acme want to make this right.”
Custom phrases to include	Free text	”We appreciate your patience.”
Custom phrases to avoid	Free text	”Unfortunately,” “Per our policy”

The AI applies these settings whenever it drafts emails, writes action plan descriptions, or responds through the OpenClaw.

---

Playbook Management

Your team’s playbook acts as the AI’s knowledge base, containing all the rules, policies, and procedures it follows.

Uploading a Playbook

1. Open the team’s settings page
2. Click Playbook → Upload
3. Choose your source:

Source	How It Works
PDF / DOCX	Upload a file. Contents are indexed for retrieval.
Google Doc link	Paste a link to a Google Doc. Heard will sync changes automatically, meaning the AI’s knowledge updates as soon as you edit the document.
Direct entry	Type or paste text directly into the Dashboard editor.

You can upload multiple documents per team. The AI searches across all of them when it needs policy guidance.

What Goes in a Playbook?

Think of the playbook as everything you’d tell a new hire on their first day:

• Refund and return policies
• Escalation procedures
• Discount authorization limits
• Standard operating procedures
• Response templates and scripts
• Product knowledge base articles
• Compliance rules and restrictions

How the AI Uses Playbooks

When the AI encounters a decision point (for example, navigating how to handle a customer requesting a refund), it:

1. Searches the team’s playbook for relevant sections
2. Retrieves the most relevant policy passages
3. Applies the policy to the specific situation
4. Cites the policy in its reasoning (visible in the audit trail)

The AI never makes up rules, as it grounds every decision in your documentation.