Organize agents into teams
Group your agents by function, expertise, or department. Assign conversations to the right team and track performance with team-level analytics.
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 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 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 Team
Handle general customer queries, troubleshooting, and product questions.
Sales Team
Manage pre-sales inquiries, demos, and pricing conversations.
Billing Team
Handle payment issues, refunds, and subscription changes.
Technical Team
Escalate complex technical issues and bug reports to engineers.
Enterprise Team
Dedicated support for high-value enterprise customers.
Regional Teams
Organize 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.