Teams and automatic assignment

Teams group agents for conversation routing. Team settings also control automatic assignment, business hours, timezone, and the default SLA policy.

Configure a team

1. Open Admin > Teammates > Teams (/admin/teams/teams). Create a team or edit an existing one.
2. Set its Name and choose an Auto assignment type.
3. Choose Round robin to distribute conversations among team members, or Manual for members to pick up conversations themselves.
4. Set Maximum auto-assigned conversations. Only conversations in statuses with the Open category count toward each agent's limit. Set 0 for unlimited.
5. Choose Timezone, Business hours, and SLA policy where needed.
6. Create or save the team.

Assign agents to the team from Admin > Teammates > Agents. Team membership and role permissions serve different purposes.

Route incoming conversations

Under Admin > Productivity > Automation, create a rule with the appropriate conditions and an Assign team action. Use Assign agent when the rule should select a particular agent instead.

Assigning a team and assigning an agent are separate actions. Round robin distributes conversations routed to the team, while manual assignment leaves the selection to team members.

See Automations and Agents and access.