👨👩👧👦 Team Management
Organize your agents into teams by department, specialty or function.📋 What are Teams?
Teams are groups of agents working together: Examples:- 💼 Sales: Sales-focused agents
- 🛠️ Technical Support: Problem resolution
- 📦 Logistics: Tracking and deliveries
- 💰 Financial: Billing and payments
✨ Benefits
Specialization
Each team masters their area
Organization
Conversations go to right team
Metrics
Compare performance between teams
Scalability
Grows as company grows
🆕 Create Team
- “Settings” → “Teams”
- “New Team”
- Fill:
- Name: “Technical Support”
- Description: “Technical problem resolution”
- Email: [email protected] (optional)
- Add Agents:
- Choose team members
- Define team leader
- Save
👥 Add Agents to Team
Option 1: When creating team
Select agents when creating teamOption 2: After
- Open team
- “Add Member”
- Choose agent(s)
- Save
👔 Team Leader
Each team can have a leader: Responsibilities:- Supervise team performance
- Distribute tasks
- Review metrics
- Escalate problems
- See detailed team reports
- Reassign conversations within team
- Configure team automations
🎯 Assignment by Team
Assign Conversation to Team
Auto-assignment
Configure automatic rules: Example:💡 Best Practices
Structure
✅ Small teams: 5-10 agents ideal✅ Clear division: Each team has defined scope
✅ Leadership: Always have a leader
✅ Backup: Cross-training between teams
Communication
✅ Internal channel: Slack, Teams for team✅ Regular meetings: Constant alignment
✅ Documentation: Everything written and accessible
Performance
✅ Team goals: Specific KPIs✅ Continuous feedback: Praise and improvements
✅ Recognition: Celebrate achievements