Create and manage teams

Teams group teammates by responsibility and help route new conversations to the right people. Common examples include Billing, Technical Support, and VIP Support.

Create a team

1. Open Settings.
2. Select Teams.
3. Select New team.
4. Enter a clear name and optional description.
5. Add the teammates who should receive the team's work.
6. Choose an assignment strategy.
7. Save the team.

Choose an assignment strategy

• Manual leaves conversations for teammates to claim.
• Round-robin rotates assignment through available team members.
• Least-loaded assigns to the teammate with the fewest open conversations.

Choose the simplest strategy that matches how the team already works. Automated assignment is only helpful when team membership and availability stay current.

Configure routing

Depending on your workspace configuration, a team can receive conversations based on signals such as inbound address, label, language, channel, or priority. Set one team as the default when unmatched conversations need a reliable destination.

flowchart TD
  New[New conversation] --> Rules{Routing rule matches?}
  Rules -- Yes --> Team[Matching team]
  Rules -- No --> Default[Default team]
  Team --> Strategy[Assignment strategy]
  Default --> Strategy
  Strategy --> Teammate[Responsible teammate]

Maintain teams safely

Review team membership whenever responsibilities change. Before deleting a team, move or reassign its conversations; deleting a team can leave its assigned conversations unassigned.

Use names that customers and teammates can understand, and avoid creating overlapping teams without clear routing rules.