Teams
Teams let you group members together for organizational purposes and routing. Create teams based on function (Sales, Support), region, or any other grouping that fits your business.
Teams Table
The teams page shows all your teams in a table with:
| Column | Description |
|---|---|
| Team Name | The name of the team |
| Description | A short description of the team’s purpose |
| Assignment | How conversations are distributed — Round Robin or Load Balance |
| Ticket Assignment | Whether ticket-based assignment is enabled for this team |
| Members | Avatar icons of team members (with a +N indicator for larger teams) |
| Actions | Edit or delete the team |
Creating a Team
- Go to Settings > Teams
- Click Create Team
- Fill in the details:
- Team Name — A recognizable name (e.g., “Sales”, “Support Tier 2”)
- Description — What this team handles
- Assignment Method — Choose how conversations are distributed:
- Round Robin — Conversations are assigned evenly in rotation
- Load Balance — Conversations go to the agent with the fewest active conversations
- Ticket Assignment — Enable if you want ticket-based tracking
- Save
Using Teams
Teams are used across the platform:
- Conversation routing — Route incoming conversations to a specific team
- Shift Manager — Assign teams to specific shift slots
- Workflow transfers — The Transfer to Agent block can target a specific team
- Organization — Group agents by department or specialty
A member can belong to multiple teams simultaneously.