Teams

Teams group organization members together so you can distribute work, control access, and report on activity by group.

Open the Teams page

1. Go to Settings → Organization → Teams.
2. You'll see a list of all teams in your organization.

Create a team

1. Click Create Team or New Team.
2. Fill in the team details:
   • Name — A descriptive name (for example, "Customer Support", "Sales Team", "Technical Support").
   • Description (optional) — Explain what this team handles.
3. Click Create.

Add members to a team

1. Open the team you want to edit.
2. Click Add Members or Manage Members.
3. Select members from your organization.
4. Click Save or Add.

Where teams are used

• Workload distribution — Assign conversations to specific teams
• Access control — Limit access to certain features or data by team
• Reporting — Filter reports by team
• Notifications — Send team-specific notifications
• Automations — Route conversations to specific teams

Edit a team

1. Find the team in the list.
2. Click Edit or the team name.
3. Update the name or description.
4. Click Save.

Remove a member from a team

1. Open the team.
2. Find the member you want to remove.
3. Click Remove or use the actions menu.
4. Confirm the removal.

Delete a team

1. Find the team in the list.
2. Click Delete or use the actions menu.
3. Confirm the deletion.

Note: Deleting a team does not remove members from your organization — it only removes the team grouping.

Keeping teams useful

• Clear naming — Use descriptive names that indicate the team's purpose
• Manageable size — Keep teams small enough for effective collaboration
• Regular review — Check team membership periodically to keep it relevant
• Documented purpose — Use the description to capture responsibilities and workflows