Setting up teams and assignment strategies

Teams help you organize agents and automatically distribute incoming conversations.

Creating a team

1. Go to Settings → Teams
2. Click "New Team"
3. Enter:
   • Team Name — e.g., "Sales Team", "Support Team", "Technical"
   • Description — What this team handles
4. Click Create

Adding members

1. Open the team
2. Click "Add Member"
3. Select users from the dropdown
4. Click Add

A user can belong to multiple teams.

Assignment strategies

Choose how new conversations are distributed:

Round Robin

Conversations are assigned one-by-one to each available agent in rotation.

• Agent A gets conversation 1
• Agent B gets conversation 2
• Agent C gets conversation 3
• Agent A gets conversation 4 (cycle repeats)

Best for: Equal workload distribution

Load Balanced

Assigns to the agent with the fewest active (open) conversations.

• Agent A has 3 open chats → skipped
• Agent B has 1 open chat → gets the next one
• Agent C has 2 open chats → skipped

Best for: Preventing agent overload

Manual

No auto-assignment. Conversations stay unassigned until an agent claims them.

Best for: Small teams where agents pick their own conversations

Availability requirements

Auto-assignment only assigns to agents who are:

• ✅ Online — Availability toggle is ON
• ✅ Team member — Belongs to the relevant team
• ✅ Under limit — Not at max conversation capacity (if configured)

If no agents are available, the conversation stays unassigned.

Multiple teams

You can create teams for different purposes:

Routing conversations to teams

Conversations can be routed to specific teams via:

• Chatbot transfer node — "Transfer to Support Team"
• Manual assignment — Agent assigns to a team
• Keyword rules — Certain keywords route to specific teams
• Default team — All unmatched conversations go here

Tips

1. Start with 2 teams — Sales and Support is enough for most businesses
2. Use Load Balanced — Prevents burnout from uneven distribution
3. Set working hours — Agents outside hours won't receive assignments
4. Monitor unassigned — Check regularly for conversations without an owner
5. Cross-train — Agents in multiple teams provide backup coverage