Teams
The Teams page allows you to create and manage teams within your workspace. Teams help you organize agents into functional groups — such as Sales, Support, or Billing — so that conversations can be routed and managed more efficiently.
Teams Overview
The main view displays all teams in your workspace. At the top of the page, you can:
- Create New Team — Click this button to add a new team
- Search by Team Name — Use the search bar to quickly find a specific team
The table displays the following columns:
| Column | Description |
|---|---|
| Name | The name of the team |
| Description | A brief description of the team's purpose or function |
| Actions | Options to edit or delete the team |
Managing Teams
Creating a New Team
To create a new team:
- Click the Create New Team button at the top right of the page.
- Enter a Name for the team (e.g., "Customer Support", "Sales Team", "Technical Support").
- Add a Description to clarify the team's purpose.
- Assign agents to the team by selecting from the list of available agents.
- Click Save to create the team.
Editing a Team
Click the Edit action on any team to update its name, description, or member list. Changes take effect immediately.
Deleting a Team
Click the Delete action to remove a team. This does not delete the agents — they remain in the workspace and can be assigned to other teams.
Create teams that align with your organizational structure or customer service categories. This makes it easier to route conversations to the right group and ensures that customers are always connected with the most qualified agents.
