Overview
Teams let you group agents by function, region, language, or product line, then route conversations to the right group automatically. It's built for support managers and ops leads who need clear ownership without manually assigning every chat. Pair it with Captain AI handoff rules and skills-based routing so the sales team gets sales questions, the Arabic-speaking team gets Gulf-dialect chats, and nothing sits in a generic inbox waiting to be claimed.
- Create teams by function, region, language, or skill
- Assign agents to multiple teams with different roles
- Route conversations automatically based on team rules
- Set team-level SLAs, business hours, and auto-replies
- Restrict inbox and CRM access per team for privacy
- Reassign chats between teams without losing context
- Track team-level volume, response time, and CSAT
How it works
Create a team
Name the team, pick a colour, and add the agents who belong to it. An agent can sit in several teams at once.
Set routing rules
Choose which inboxes, channels, or Captain AI intents send conversations to this team. Add round-robin or load-balanced assignment.
Monitor and adjust
Watch the team dashboard for backlog, response time, and CSAT. Tweak SLAs and membership as your org grows.