Working with Teams
Assignment & RoutingUpdated March 26, 2026
Teams
Teams help you organize your agents into groups for efficient conversation routing.
What Are Teams?
Teams are groups of agents that handle specific types of support. For example:
- Billing Team: Handles subscription and payment questions
- Technical Support: Handles product issues and bugs
- Sales: Handles pre-purchase questions
Creating a Team
Teams can be created and managed by workspace owners. Agents are assigned to teams, and conversations can be routed to specific teams.
Assigning Conversations to Teams
- Open a conversation
- Click the Team dropdown
- Select the appropriate team
This helps ensure conversations reach agents with the right expertise.
Benefits of Using Teams
- Specialized routing: Customers get help from the most qualified agents
- Workload distribution: Balance conversations across team members
- Performance tracking: Monitor team-level metrics in Analytics
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