Teams

Create teams to organize agents by department, skill, or function. Route conversations to the right team automatically.

Streamline your support operations

Route conversations to the right people and measure team performance.

Set up teams in seconds

Create teams based on your organization structure. Add a name, description, and select which agents belong to each team.

Create teams with custom names and descriptionsAdd or remove agents from teams anytimeAgents can belong to multiple teamsTeams appear in your conversation sidebarCreate New TeamTeam NameDescriptionAdd AgentsAK Alex Kim MR Maria R. + Add more CancelCreate TeamJDJohn Doe

I have a billing question...

• Create teams with custom names and descriptions
• Add or remove agents from teams anytime
• Agents can belong to multiple teams
• Teams appear in your conversation sidebar

Route to the right team

Assign conversations to teams from the sidebar. Team members can then pick up conversations or have them auto-assigned based on your settings.

• Assign conversations to a team from the sidebar
• Team members see conversations in their queue
• Round-robin auto-assignment within teams
• Filter conversations by team

Measure team performance

Get detailed insights into how each team is performing. Track conversations, response times, and resolution metrics filtered by team.

View conversations handled by each teamTrack First Response Time by teamMonitor Resolution Time metricsSee individual agent performance within teamsTeam: SupportLast 7 days156

• View conversations handled by each team
• Track First Response Time by team
• Monitor Resolution Time metrics
• See individual agent performance within teams

Common team structures

Organize your agents in a way that matches your business needs.

Support TeamHandle general customer queries, troubleshooting, and product questions.

Sales TeamManage pre-sales inquiries, demos, and pricing conversations.

Billing TeamHandle payment issues, refunds, and subscription changes.

Technical TeamEscalate complex technical issues and bug reports to engineers.

Enterprise TeamDedicated support for high-value enterprise customers.

Regional TeamsOrganize by region or timezone for localized support.

Start organizing your support team

Create teams, assign conversations, and track performance. Get your agents working together more efficiently.