Teams

A team is a group of agents who share one responsibility, such as "Sales", "Shipping" or "After-sales". When you assign a conversation to a team, its members see it in one place, get notified, and automatic assignment can pick one of them to handle it. An agent can belong to more than one team.

Before you start

• You need the Administrator role.
• The agents must already be in the workspace. See Add your team.

Create a team

1. Open Settings, then Teams.
2. Select Create new team.
3. Enter the Team name (1), such as "Sales".
4. Add a Team Description (2) if you like.
5. Leave Allow auto assign for this team. (3) ticked if the team's conversations should be assigned to its members automatically.
6. Select Create team (4).

Add the members

1. The next step lists your agents. Tick who joins the team (1), or tick the box at the top to select them all.
2. Select Add agents (2).
3. You see "Your team is ready!". Select Finish.

Use the team in conversations

• Assign: in the conversation's details panel, pick the team under Assigned Team, or right-click the conversation in the list and choose Assign team. The team's members are notified.
• View: under Conversations in the sidebar, open Teams and pick the team to see only its conversations.
• Mention: in a private note, type @ and pick the team to notify every member. See Private notes and mentions.
• Automatic assignment: if automatic assignment is on for the channel and auto assign is allowed for the team, a team conversation goes to one of its members who is online. See Assigning conversations.

Note: a conversation assigned to a team with auto assign turned off stays without an agent until a member takes it with Assign to me.

Edit or delete a team

In Settings, then Teams, select the Edit team button next to the team to change its name and description, then Update team; the next step lets you change the members with Update agents in team.

To delete a team, select the Delete button next to it and type the team's name to confirm. Conversations assigned to it are not deleted; they just lose the team assignment.