About Teams
Teams help you organize agents into groups for better conversation management. Teams can:
- Group agents by department or skill
- Receive conversations assigned to the team
- Auto-distribute work among members
- Enable team-based reporting
Auto-Assignment
Enabled: Conversations assigned to this team will be automatically distributed to available team members based on their workload.
Disabled: Conversations will stay in the team queue until manually picked up by a team member.