Create teams to distribute conversations

📍 Where to find it: Settings → "Account" group → "Teams"

Teams group agents together (for example "Support", "Sales", "After-sales") so you can assign a conversation to a group rather than to a single person.

How it works

You create a team, choose whether it automatically assigns conversations to its members, then you add agents to it. After that, in a conversation, you can assign it to the team; it also appears as a filter and in the navigation so you can see the group's work.

Step by step

1. Go to "Settings" → "Account" group → "Teams".
2. Click to create a team: name, description and auto-assignment option.
3. In the next step, add the agents who are members of the team.
4. Finish the setup.
5. In a conversation, use the "Team" selector in the right-hand panel to assign it to this group.

Good to know

• Enable auto-assignment to automatically distribute new conversations among the members.
• Team management is reserved for admins.