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.
Teams
What is a team?
A team is a working group of agents within your business. Teams do two things:- Organize who sees what. Agents only see conversations assigned to their teams.
- Receive routed conversations. When routing is set up, conversations are directed to a team, and an agent within that team picks them up.
Create a team
Open Settings → Teams and click Add Team → Add Team Manually. 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 (see Stores below).
- Folder (optional) — place the team inside a folder for organization.
- Parent Team (optional) — nest the team under another team.
- Subteams (optional) — automatically create Sales and Customer Support subteams under a location team.
A team can live in a folder, under a parent team, or be tied to a
location — but only one of these at a time. For example, if you assign a parent
team, you can’t also assign a folder or a location.
Folders
Folders are a way to 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.Members
Add people to a team with Add Member, and remove them with Remove Member.There are no team-level roles. Permissions come from a person’s business role —
workspace owners act as admins and can manage every team, while other agents
simply belong to the teams they’re added to.
Create many teams at once
If you have lots of locations, you can create teams in bulk instead of one by one:- Import Teams from Locations — turn your existing store locations into teams.
- Upload Teams with Locations — create multiple location-based teams from a Google Sheet.
Stores
What is a store?
In Connectly, a store is a team that’s tied to a physical location. Setting up stores lets you route each customer to the team that runs their nearest location — ideal for retailers, franchises, and multi-branch businesses.Set up your store locations
Store locations are loaded from a spreadsheet. Go to Agents → Configure → Store Locations, fill in the spreadsheet with your location data (name, address, and details), then upload it. Once your locations exist, you can turn them into teams using Import Teams from Locations (above).Route customers to their nearest store
Store routing is configured on your AI agent’s handover, in Agents → Configure → Agent Handover. When Store Collection is enabled, a customer who needs a human is asked to choose a store, and the conversation is routed to the team assigned to that location. You can control:- Search Radius — how far to look for nearby stores.
- Presentation Style — show the single nearest store, or a list of the nearest few (with a configurable number to show).
If no store is found within the radius, a fallback sends the conversation to a
team (or store) you designate, so the customer is never left unrouted.
How teams and stores receive conversations
Teams and stores receive conversations through ticket routing. The connection works like this:1
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.
2
Map handovers to teams
In Agents → Configure → Agent Handover, map each handover reason (intent) to the
team (or store location) that should handle it.
3
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.