Teams

A team groups agents by function: sales, support, delivery, warehouse.

Creating a team

1. Open Settings → Teams.
2. Create a team.
3. Fill in:
   • Name — for example, "Sales";
   • Description — what the team handles;
   • Auto-assignment — whether conversations should be distributed among members automatically.
4. Add members.
5. Save.

How teams are used

Assigning a conversation to a team

Pick a team instead of an individual agent in the panel on the right. Every member sees it, and with auto-assignment on it is distributed automatically.

Routing with rules

An automation rule can assign conversations to a team by condition — for instance, everything labelled refund goes to Support.

Filtering

Conversations → Teams in the sidebar shows requests per team.

Reports

The team report compares load and response speed between functions.

Recommendations

• Build teams around real areas of responsibility rather than the formal org chart.
• An agent can belong to several teams.
• If a team has one person in it, you probably do not need a team — assign directly.