Teams

Organize agents into groups, define leaders, and configure automatic conversation distribution.

Overview

Teams group organization users to:

• Filter conversations by group in the chat list
• Transfer conversations between specialized groups (sales, support, billing)
• Trigger automatic flows when receiving a transfer
• Automatically distribute conversations via round-robin among available members

Accessing Teams

1. In the main menu, go to Settings
2. Click the Teams tab
3. Create, edit, or manage members for each team

💡 Permission

Team management requires Owner or Admin profile.

Create and edit a team

Field	Description
Name	Team identifier
Description	Optional internal documentation
Default team	Used as default destination for new conversations
Automatic flow	Team transfer flow type started when a chat is transferred to this team

Team members

Each member can be a Leader or Member. Leaders can be notified when round-robin finds no available agent (configurable).

Per-member actions (⋮ menu):

Action	Effect
Manual break	Member temporarily skipped in round-robin
On-call	Prioritized even outside schedule (when fallback uses on-call)
Availability schedules	Weekly schedule and exceptions by timezone
Include / Exclude from round-robin	Remove or re-add member to automatic queue
Move up / down	Change position in round-robin order
Set as next	Next distributed conversation goes to this member (if available)

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Automatic round-robin distribution

Automatic distribution sends pending, unassigned conversations to the next eligible team member following the configured order.

When is round-robin triggered?

Configure one or more triggers:

Trigger	Description
New conversation	Individual chat created and entering the team queue
Team transfer	Chat transferred to this team
Agent leave	Agent closes/leaves and chat returns to pending
Flow node (round-robin)	Automation flow triggers distribution

ℹ️ Eligibility

Round-robin only acts on pending, unassigned chats from non-spam customers that are not external groups.

Assignment modes

Mode	Chat status	Behavior
Auto-attend	in_progress	Automatically starts the conversation for the chosen agent
Reserve agent	pending	Keeps pending but already indicates who should attend

Auto-attend mode

• Agent receives push notification
• System message: "Automatically assigned by round-robin to {name}"
• Best when the team should take over immediately

Reserve agent mode

• Chat stays pending in the queue
• assigned_to points to the reserved agent
• System message: "Reserved by round-robin for {name}"
• Reserved agent clicks Attend when ready
• Best when agents need time to prepare before starting

Locked reservation (Reserve agent mode)

Set minutes to restrict who can attend:

Field	When it applies
Working hours reservation (min)	Agent within configured schedule
Off hours reservation (min)	Outside schedule, manual break, or fallback assignment

With lock active:

• Only the reserved agent can click Attend
• Other members see: "Reserved for {name} until {time}"
• After expiry, any team member can attend

With empty fields:

• Reservation indicates the agent but does not block other members

💡 Tip

Use a shorter working-hours period (e.g. 5 min) and longer off-hours period (e.g. 15 min) when fallback assigns outside schedule.

Fallback — when no one is available

If no member is eligible during working hours, the system tries strategies in configured order:

Strategy	Description
Automatic retry	Reschedules attempt after X minutes
Ignore schedule	Round-robin outside working hours (respects manual break)
On-call	Only members marked on-call
Customer's last agent	Who previously served this customer
Least busy	Agent with fewest in-progress conversations
Team leader	Assigns to an available leader
Overflow team	Transfers to another team
Team queue	Keeps unassigned; can notify leaders

Also configure:

• Retry interval (minutes)
• Max attempts (or unlimited)
• Overflow team
• Notify leader on queue fallback

Round-robin status

On each team card with round-robin enabled, the Round-robin status panel shows:

• Next — who receives the next distribution
• Last — who received the last one
• Queue order — full list with availability badges

Managers can use ⋮ → Set as next to manually adjust the queue.

Availability schedules

Per member, configure:

• Timezone
• Weekly schedule (intervals per weekday)
• Exceptions (holidays, one-off time off)

Outside working hours, the member is skipped in strict round-robin (but may be reached via fallback).

Priorities:

1. Manual break → always skipped
2. On-call → prioritized in on_call fallback
3. Weekly schedule → defines working hours
4. Exceptions → block specific dates/times

Round-robin in automation flows

Use the Round-robin node in the flow builder to trigger distribution:

• Can use the chat's current team or select another team
• Useful after automated triage or bot steps

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List and chat experience

Badge in the conversation list

Pending chats with active reservation show a marker:

Viewer	Badge
Reserved agent	Reserved for you (indigo)
Other members	Reserved · {name} (amber)

Hover for expiry time and mode (working/off hours).

Inside the chat (pending mode)

• Reserved agent: Attend button available
• Other members: amber banner with warning, button hidden
• System messages record reservation or auto-assignment

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Best practices

1. Order the queue based on your operation (experience, rotation, etc.)
2. Enable schedules to avoid notifications outside working hours
3. Use manual break for lunch and meetings — no need to exclude from round-robin
4. Test fallback with a small team before production
5. Pending mode + reservation works well when agents must finish current chats first

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Next Steps

• Settings — general support preferences
• Chat Interface — list, filters, and actions
• Flow Builder — automations with round-robin node