Create and manage teams

Teams organize teammates and conversation queues by responsibility, such as Billing or Technical Support. A conversation’s team and its individual assignee are separate properties: moving work to a team is not the same as assigning a person to handle it. Owners and admins can create teams, edit their settings, and manage membership. Team membership does not replace workspace roles or make the team’s conversations a private workspace.

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Create a team

1. Open Settings → Teams or Browse → Teams.
2. Select New team.
3. Enter Name and, optionally, Description.
4. Review Assignment strategy. Use Manual for a workflow where people claim or receive explicit assignments.
5. Select Create team.
6. Open the new team from the list, then use Members to add teammates.

The creation dialog does not contain a member picker. Add existing workspace members afterward; invite someone to the workspace first if they are not available. See Invite and manage teammates.

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Manage membership and work

Open a team and select Members → Add member, then choose an existing workspace member. Adding or removing a member changes the roster immediately; it is not part of the team’s Save changes form. Review the confirmation before removing someone. Removing a person from a team does not remove their workspace account or automatically hand off every conversation they own. Reassign outstanding work explicitly. The Queue tab lets you inspect the team’s work, including unassigned and pending conversations. Open a conversation to set its team and assignee. See Assign and organize conversations.

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Assignment and default-team limitations

The creation dialog lists Manual, Round-robin, and Least-loaded. Team settings label the latter two Balanced and By workload. These choices can be stored, but automatic rotation and load-based assignment are not established by selecting them. Continue monitoring unassigned work and assigning ownership explicitly. The Default team checkbox is also not a reliable way to establish fallback routing in the current release. Confirm routing with support before depending on it. The current team-detail settings do not provide the older inbound-address, language, label, channel, or priority rule editor.

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Edit or retire a team

Open the team and select its Settings tab. Update Team name or Description, then select Save changes. Reopen the team to verify the result. Avatar changes save separately. Before using Delete team, move its conversations to another team, review individual assignees, and update references such as team-scoped SLA policies. Deletion cannot be undone. Do not rely on deletion to clean up conversation assignments automatically. A designated fallback team cannot be deleted through this operation. If administration controls are missing, ask an owner or admin. If work is missing from the queue, check the conversation’s team and queue filters before creating another team. Team metrics are a queue overview, not a complete response-time or SLA compliance report.