> ## 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
are routed to 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

### 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.

Each team has a visibility model:

| Visibility       | What it means                                                                                      |
| ---------------- | -------------------------------------------------------------------------------------------------- |
| **Hierarchical** | Agents can see conversations from their team *and* its child teams.                                |
| **Isolated**     | Agents can see *only* their own team's conversations — useful for franchises or individual stores. |

### 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](#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.

<Note>
  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.
</Note>

### 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**.

<Note>
  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.
</Note>

### 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).

<Note>
  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.
</Note>

## How teams and stores receive conversations

Teams and stores receive conversations through **ticket routing**. The connection works
like this:

<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 **Agents → Configure → Agent Handover**, map each handover reason (intent) to the
    team (or store location) 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>