# Teams

Teams group agents so conversations can be routed to the right people. Use teams when your support organization has shared ownership, specialization, shifts, regions, or escalation paths.

## When To Use Teams

Create teams for real operating boundaries:

* Billing support
* Technical support
* Sales
* Enterprise support
* Regional teams
* Weekend or after-hours coverage

Avoid creating teams for every small preference. Too many teams make routing hard to understand.

## Create A Team

Go to **Settings -> Teams -> Add Team**.

1. Name the team clearly.
2. Add the agents who should receive team conversations.
3. Save the team.
4. Use the team in assignment, automation, or escalation workflows.

Names should be readable in the inbox. `Enterprise Support` is better than `L2-ENT`.

## Route Conversations To Teams

Teams are most useful when combined with inbox settings, macros, automation rules, or manual assignment. For example, a high-priority label can trigger assignment to the Enterprise Support team.

## Reporting

Use teams to compare workload and outcomes across groups. Team-level reporting helps managers see which queues receive the most conversations, which teams resolve fastest, and where staffing needs attention.

## Maintenance

Review teams whenever your support structure changes. Remove agents from teams they no longer support, and archive teams that no longer own active work. Clean team membership keeps routing predictable.


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