Teams

Teams allow you to group agents by function, department, or skill set so conversations can be routed to the right group automatically.

What is a Team?

A team is a named group of agents. Common examples:

• Sales Team
• Customer Support
• Technical Support
• Billing Department
• VIP Account Managers

Creating a Team

Note: Only Administrators can create and manage teams.

1. Go to Settings → Teams
2. Click Create New Team
3. Enter a team name
4. Add agents to the team
5. Click Create Team

Assigning Conversations to Teams

Once teams exist, assign a conversation to a team from the right panel inside any open conversation. The conversation then appears in that team's queue.

Admins can also set up Automations to route conversations to a team automatically — for example: "If inbox is WhatsApp Sales → Assign to Sales Team."

Team Reports

Track each team's performance in Reports → Team, including conversation volume, response times, and resolution rates.