Teams are great for facilitating collaboration among agents within the platform. Instead of assigning conversations to a specific agent, you have the option to assign them to a team. Each team has its own space, allowing admins to manage, monitor, and oversee conversations assigned to the group.

Creating a Team

To set up a team navigate to the Preferences section, then select the GENERAL dropdown menu, and click on the Teams section.

Click the + New team button and the next page will be displayed, enabling you to set up and assign agents to a team.

Follow the steps below to set up a new team:

1. Type the name of the new team.

2. Select the desired assignment method for assigning new conversations:

   Manual: Conversations will not be assigned automatically. Instead, agents will manually assign conversations among themselves or to other team members.

   Balanced: conversations are automatically assigned to agents currently handling the fewest active conversations.

3. Add the agents you want to join the team.

   By clicking on the box, you can view each agent. Choose the agents you want and click the Add button. The agents added to the team will be automatically shown below the box.

   If you want to remove an agent from the team, click the Trash icon next to the agent.

   
   

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   NOTE

   Each agent can only belong to one team at a time.

   This means an agent cannot be assigned to multiple teams simultaneously.

4. Upload the logo of the team.

5. The Team reply message allows you to configure an automatic response that is sent when a new conversation is assigned to the team and agents are available to handle it. This message replaces the standard "Conversation start message" from the Automatic Replies settings.

   Check the box next to “Team reply message”. This activates the text input field where you can type your custom reply. Then, enter your message in the field provided. This message should be friendly, informative, and reflect your brand’s tone. Example: “Thanks for reaching out! One of our agents will get back to you shortly.”.

   

   If the checkbox is not selected, no automatic reply will be sent.

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   NOTE

   Team reply message serves a similar purpose to the “Conversation start message” found in the Automatic Replies settings.

   To avoid sending duplicate messages, follow these rules:

   • If the "Team reply message" is configured, it will be sent instead of the Conversation start message.
   • If the "Team reply message" is not configured, the platform will send the Conversation start message.
   • The "Conversation start message" is only sent when the conversation begins. It will not be triggered if a conversation is transferred to a team mid-conversation.
     
     

   The Team reply message only replaces the Conversation start message. Other automatic replies still apply:

   • If the conversation is received outside office hours, the “Message outside office hours” will be sent.
   • If the conversation is unassigned to an agent, the “Awaiting agent assignment message” will be sent as configured.

6. Click on the Save button to create the team.

Each team that is created will be listed in the main section. Here, you can modify each field configured for the team that was created previously by clicking on the Edit button next to the chosen team. Or delete a team by clicking on the Trash icon.

After creating a team, the admin can automatically route all incoming conversations to a specific team.

In the “Assign Team” section, a dropdown displays the list of available teams. By selecting the checkbox next to the desired team, you enable automatic assignment of all new conversations to that team. This ensures a consistent routing flow without manual intervention. Click Save to apply the changes.

If you want to delete a team, the following dialog will be displayed, confirming that the team chosen will be deleted by selecting the Delete button.