Teams

A team is a working group of agents within your business. Teams do two things: they organize who sees what (agents only see conversations assigned to their teams), and they receive routed conversations (routing directs a conversation to a team, and an agent within it picks it up). Manage them in Settings → Teams.

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Team visibility

Each team has a visibility model:

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Create a team

Click Add Team to see the ways to create teams. Add Team Manually opens the create dialog; the other options create location-based teams in bulk (see Stores). In the Create Team dialog you can set:

• Name (required) — the team’s name.
• Description (optional).
• Location Address (optional) — links the team to a physical store location, turning it into a store.
• Folder (optional) — place the team inside a folder for organization.

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Folders

Folders visually group teams on the Teams page. A folder only has a name — it has no members and doesn’t receive conversations itself. Use Add Folder to create one.

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Members

Open a team’s menu to Add Member, Edit Team, or Delete Team. Add Member lets you pick a user from your business to add to the team. Remove a member from the team’s menu.

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Edit or delete a team

Use Edit Team to update its name, description, or folder, then Save Changes. Delete Team removes it.