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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.
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.

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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.

Teams

Create teams, organize them in folders, add members, and edit or delete them.

Stores

Turn your store locations into teams, in bulk, from your location data.

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How teams and stores receive conversations

Teams and stores receive conversations through ticket routing:
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 your AI agent’s handover configuration, map each handover reason to the team (or store) 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.
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.