> ## Documentation Index
> Fetch the complete documentation index at: https://docs.connectly.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Teams & Stores

> Organize your agents into teams, connect teams to store locations, and route conversations to the right group of people ⚙️

Teams let you organize your agents into working groups and route conversations to the right people. You can also connect teams to physical **store locations**, so customers reach the store nearest them.

<Info>
  Teams and store routing are **advanced features** managed by workspace **owners**. Some capabilities may need to be enabled for your business — if you don't see them, contact your Connectly Account Manager.
</Info>

## Teams vs. stores

* **Teams** are working groups of agents. Agents only see conversations assigned to their teams, and routing directs conversations to a team.
* **Stores** are simply teams tied to a physical location, so you can route customers to the branch nearest them.

<CardGroup cols={2}>
  <Card title="Teams" icon="users" href="/teams-and-stores/teams">
    Create teams, organize them in folders, add members, and edit or delete them.
  </Card>

  <Card title="Stores" icon="store" href="/teams-and-stores/stores">
    Turn your store locations into teams, in bulk, from your location data.
  </Card>
</CardGroup>

## How teams and stores receive conversations

Teams and stores receive conversations through **ticket routing**:

<Steps>
  <Step title="Turn on Team Routing">
    In **Settings → Inbox → Ticket Routing**, set the routing scope to **Team Routing** so conversations are directed to teams instead of any available agent. See [Ticket Routing](/inbox/ticket-routing).
  </Step>

  <Step title="Map handovers to teams">
    In your AI agent's handover configuration, map each handover reason to the team (or store) that should handle it.
  </Step>

  <Step title="An agent is chosen within the team">
    Connectly applies your routing algorithm (Round Robin or Balanced Workload) to pick an available agent inside the matched team, then creates and assigns the ticket.
  </Step>
</Steps>

<Warning>
  With Team Routing, tickets are only assigned to agents who belong to a team. Agents who aren't a member of any team won't receive tickets.
</Warning>