Skip to main content
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. Teams page with the What are Teams panel, search, Add Team and Add Folder buttons, and a list of teams

​
Team visibility

Each team has a visibility model:

​
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). Add Team menu with Add Team Manually, Upload Teams with Locations, and Import Teams from Locations 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.
Create Team dialog with Name, Description, Location Address, and Folder fields
A team can live in a folder or be tied to a location, but not both at once.

​
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. Create Folder dialog with a Name field

​
Members

Open a team’s menu to Add Member, Edit Team, or Delete Team. Team menu showing Add Member, Edit Team, and 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. Add Team Member dialog with a Select User dropdown listing agents
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.

​
Edit or delete a team

Use Edit Team to update its name, description, or folder, then Save Changes. Delete Team removes it. Edit Team dialog with Name, Description, and Folder fields and a Save Changes button