Teams

Teams let you group the agents working on your AI Agent into smaller functional units (e.g., Sales, Support, Billing) and use them throughout the live chat experience.

A conversation can have a specific team assigned independently of the individual human agent assigned to it. The agent is the individual responsible; the team adds organizational context which is incredibly useful for routing, filtering, and targeted notifications.

Creating a team

To create a new team:

1. Open your AI Agent’s dashboard.
2. Navigate to Teams in the sidebar.
3. Click New team and fill in the following details:
   • Name: Required, must be unique within the workspace.
   • Description: Optional context explaining the purpose of the team.
   • Color: Picked from a fixed palette; used as a visual badge in the inbox.
   • Members: Multi-select of project members who have conversation access.
4. Click Create team.

Assigning a conversation to a team

In the Conversations inbox, open any ongoing conversation. In the right-hand sidebar, you’ll see a Team field. Pick a team from the dropdown to assign the conversation directly to that department.

Filtering by team

To easily filter conversations by team, open the filter drawer in the Conversations inbox and select the specific team(s) you want to filter by. This is helpful for managers checking the queue for a specific department.

Team-scoped notifications

In Settings > Notifications > Personal notifications, you can choose to receive email alerts whenever a conversation is assigned to a team that you are a member of.