**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

1. Go to **Settings → Teams**.
2. Click **Create a team**.
3. Give it a clear **name** (e.g. "Support", "Sales") and a short description.
4. Turn on **auto-assignment** if needed (see below).
5. Move to the next step and **add the agents** who belong to the team.
6. 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".