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Team tools: what an office with more than one person needs
Team tools are a set that organises an office with more than one person: lead distribution, the call-center desk, audit history, outgoing webhooks, Claude keys, and teams and tasks. All are included in the Agency plan, and tasks also open on Solo with the Office suite add-on. The limited seat for call-center and finance staff is an add-on.
When an office grows from one broker to a team, the problem changes. The question is no longer how to reply to a customer, but who replies, who changed a price, and who keeps an eye on the leads nobody has touched. Team tools are the answer. They sit on top of the shared inbox and the lead list, and the decisions stay with the owner and the team leaders.
They start with teams and regions: each team has a region and a leader, and a rule decides who sees what. On top come lead distribution with ordered rules, the call-center desk for the staff who qualify before sales, and tasks and handovers between colleagues. Then come the owner's tools: the change history with a CSV export, outgoing webhooks to connect your systems, and Claude keys to manage listings by chat.
Most of these pages are for the owner alone, and some are for the team leader or the call-center agent. Each tool states its limits plainly: what it does and what stays with your team. Nothing here replies to customers on your staff's behalf.
Where do you start? Subscribe to the Agency plan, then open Settings and review the team and permissions page to see who is in your office and what each person can do. Next, set the distribution rules if you have teams, and choose who sits in the call-center desk if you have calling staff. The change history and Claude keys do not need teams to be enabled. If you need call-center or finance seats, choose the limited seat at sign-up.
Team tools
Details
Teams, regions and team analytics
Included
Teams and regions are a structure in your office that organises staff into teams, each with a region and a leader, and decides who sees which lead. The rule is: whoever brings the lead owns it, and only the team leader can move it. The owner sees every team, a team leader sees their team, and an agent sees their own leads. In the «Hierarchy» tab you drag a member between teams or make them leader, and in «Performance» you track each team's incoming and unassigned leads, median first-response time in minutes, viewings and leads with no contact in 48 hours. The owner also has a «lead hold policy»: a number of hours after which a lead the leader assigned goes back to the leader, with an optional warning and statuses that freeze the clock. A booked, uncancelled viewing freezes it automatically. It works once teams are enabled.
- Who can move a lead from one agent to another?
- The team leader for leads in their team and the owner across all teams, under the rule that whoever brings the lead owns it.
Office tasks and daily work
Included
Office tasks and handovers are a daily workspace that ties each task to a customer, an owner and a due time, and moves customers between colleagues through a proposal the recipient accepts. A task has a customer, an owner, a next action of up to 200 characters and a Riyadh date and time, and it keeps a change history. The owner or a team leader proposes a handover and writes context the recipient sees before accepting. A proposal does not transfer ownership; on acceptance the customer and all their open tasks move while history is preserved, and appointments are not moved automatically. A manager can cancel a proposal but cannot accept for the recipient. Tasks due today show in «Today», and tasks are included in the Agency plan for anyone with a paid sales seat, and open on the Solo plan with the Office suite add-on.
- Does accepting a handover move the customer's appointments too?
- No, because acceptance moves the customer and their open tasks only, and appointments are not reassigned automatically.
Team tools and what the Agency plan includes
| Tool | In the Agency plan | Note | Who uses it |
|---|---|---|---|
| Teams, regions and team analytics | Included | Works once teams are enabled in the office | Owner and team leaders |
| Lead distribution (auto-assign) | Included | Needs teams enabled | Owner sets it, the system routes |
| Call-center queue and cold sweep | Included | Needs teams enabled | Owner and call-center agents |
| Audit history with CSV | Included | Owner only; its link is hidden on the Solo plan | Owner |
| Outgoing webhooks (up to 5 endpoints) | Included | Owner only | Owner with their developer |
| Claude/MCP keys (5 active per user) | Included | Five active keys per user | Owner and agents |
| Office tasks and handovers | Included for anyone with a paid sales seat | Open on the Solo plan with the Office suite add-on | Owner, team leaders and staff |
| Limited seat for call-center or finance staff | Add-on: SAR 250 / seat / month | You choose it at sign-up | Call-center agent or accountant |
Limits and fair use
- Team tools are included in the Agency plan and no single tool is sold separately. Tasks are the exception: they also open on the Solo plan with the Office suite add-on.
- Lead distribution, the hold policy and the call-center desk work once your office has teams enabled.
- The audit history and webhooks are for the owner only. Team leaders and agents do not see them.
- Webhooks send events to your system and accept no commands from it, and need a developer to write the receiver and the signature check.
- Claude keys need Claude Desktop or another MCP client on your user's device, and that subscription is not part of EvaCore.
- A call-center agent does not use a sales seat from the plan in the invite screen, and the limited seat is the line we price for call-center and finance seats. Confirm your seats with our team at sign-up.
- Eva helps and does not replace your team. Distribution decides who receives a lead and does not reply for them, qualification at the call-center desk is manual, and the recipient accepts a handover themselves.
Frequently asked questions
- Can I use team tools on the Solo plan?
- Team tools are included in the Agency plan, and the audit history link is hidden on Solo. Tasks open on Solo with the Office suite add-on. Solo is built for a broker working alone, and when your office grows you move to Agency.
- What is the difference between lead distribution and the call-center desk?
- Distribution is a set of rules that decide a new lead's destination: a team or the call-center desk. The desk is the screen where call-center agents phone customers, qualify them and hand them back to sales.
- Who sees the change history and webhooks?
- Only the owner. Both pages and their APIs block any other role before reading any data.
- What is the limited seat?
- An add-on line for a call-center agent or accountant who does not need full sales access, with its price shown in the price table. Confirm your team's seats with our team at sign-up.
- Do these tools work without teams?
- Some do: the audit history, webhooks, Claude keys and tasks. Lead distribution, the hold policy and the call-center desk need teams enabled in the office.
- Does Eva reply instead of my team through these tools?
- No. These are tools for organisation, oversight and integration. Eva helps reply to customers from her own pages, and the decision and the last word with the customer stay with your staff.