Help centre
How to run your team on Tern
Short guides in numbered steps, written for a team lead setting Tern up for the first time. Every button and menu is named as it appears in the app.
15 articles
Start here
- Getting startedFrom your first sign in to a working team in an afternoon. Create the workspace, invite your agents, connect calls and chats and learn your way around.
- RolesThe five roles in a Tern workspace, what each one may change, how to invite someone with the right role and what a teammate sees when they are not allowed.
Tern Bridge
- Install Tern BridgeAdd the browser extension by hand, by policy or from the store, pair it with your account and learn the pill, Sync replies and automatic mode.
- WhatsApp Web capture and assisted sendWhat Tern Bridge logs from WhatsApp Web and the other sites, how to switch sites on and off, plus how a reply drafted in Tern reaches the chat for you to send.
Calls
Working leads
- Leads, outcomes and playbooksRead the leads list and a lead's page, understand Status, Outcome and Step, then shape a playbook that works every lead towards the same goal.
- Priority call list and outcome signalsHow Tern scores each lead from its last calls and messages, what the five outcome signals mean and how agents use the list of who to call next.
- Inbox and Link to leadAnswer every channel from one place, understand the free reply window, handle a reply that is not yet synced and link an unknown chat to the right lead.
Support
Your team
Connect and automate
- Lead feedsConnect the platform your leads come from, test the connection, choose how often it syncs and see exactly what each run brought in.
- AutomationsBuild rules from a trigger, conditions and actions, run them on an event or a schedule, read the run history and know the limits that keep a rule safe.
Account and data
- Billing and usage capsThe one Tern plan, the 14 day trial, the three monthly allowances, what happens at 80 percent and at the cap and where invoices live.
- Recording, consent and retentionChoose whether calls are recorded, what the agent must say first, how long recordings are kept and how opt out and the do not call list stop contact.
- Data export and deleting a workspaceDownload everything in your workspace as a ZIP of CSV and JSON files, then pause, hand over or delete the workspace from the Danger zone.
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