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What it is for: a team groups several agents around a topic — for example Support, Sales, or Tech. You can then send a conversation to the whole team instead of a single person. Handy when several colleagues share the same kind of requests.
Create a team
- Go to Settings → Teams.
- Click Create a team.
- Give it a clear name (e.g. "Support", "Sales") and a short description.
- Turn on auto-assignment if needed (see below).
- Move to the next step and add the agents who belong to the team.
- Confirm.
Auto-assignment
When auto-assignment is on for a team, a conversation sent to that team is automatically assigned to one of its available agents. No one needs to pick it up manually: the work shares itself out.
If you leave auto-assignment off, the conversation lands in the team's queue and an agent picks it up manually.
Routing conversations to a team
Once your teams exist, you can route conversations to them in two ways.
- Manually — in a conversation, pick the team in the Team field of the right panel.
- Automatically — with an automation rule (see the article "Automate with rules"). For example: "if a conversation has the order label → assign it to the Sales team".