What are Teams?
Teams let you group agents by department, skill set, or function. For example, you might have separate teams for Sales, Technical Support, and Returns.
Creating a Team
- Go to Settings → Teams
- Click Create Team
- Enter a team name and description
- Add team members from your agent list
- Save the team
Team-Based Routing
Once teams are set up, you can route tickets to specific teams based on:
- Channel — Facebook messages → Sales team, Emails → Support team
- Keywords — Messages mentioning "refund" → Returns team
- Labels — Tickets tagged "Technical" → Engineering team
- Manual assignment — Agents can assign to any team
Team Inbox Views
Each team has its own inbox view, showing only the tickets assigned to that team. Agents can switch between their personal inbox and team inboxes.
💡 Tip: Agents can belong to multiple teams. For example, a senior agent might be in both the "Support" and "Escalations" teams.