Teams
Organize brands and service teams, and configure assignment rules.
When to use it
Use it to organize agents, review duty status and manage service capacity.
Where to find it
Click here: Teams → Team management
Step-by-step instructions
Click here: Teams → Team management
Find the team list and add control
Team management (1) shows No data because no teams exist yet. + New team (2) at the top right opens creation; do not look for the old wording Create Team. Brand management is a separate neighboring entry.
On this image, 1 is Team management; 2 is + New team. Brand management is to the right of Team management.Click to enlarge Click here: Teams → Team management → + New team
Plan the team before adding it
Prepare the team name and intended brand, then use the dialog’s fields to configure membership. No team-detail screenshot is available here, so the list image is not presented as a settings screen. Creating a team does not route all chats automatically; check the bot’s Workflow for routing.
Click here: Teams → Team Assignment
Review team assignment settings
If Team Assignment is available to your role, review Chat limit, Ticket limit and Assignment method. Round robin rotates assignments; Balanced favors agents with fewer chats. This inner page is not pictured; these are not columns in the Team management list. Have the responsible administrator review the impact before changing them.