A **team** is a group of agents in your account, organized around a shared responsibility — for example, a Sales team, a Support team, or an Engineering team. Teams are an account-level concept: they live across inboxes, and a single agent can belong to as many teams as makes sense. You use teams when you want to route a conversation to _a group of agents_, not a specific person — so that anyone on the right team can pick it up. Common patterns: - "Send all billing questions to the Finance team." - "Anything from Enterprise customers goes to the Senior Support team." - "Bug reports get routed to Engineering." A team has three things: - A **name** (required, unique within your account) - An optional **description** - An **auto-assign** toggle that controls whether conversations sent to the team are automatically distributed to a member, or left for someone to pick up manually A conversation can have **both** a team and an individual assignee. The team scopes _who_ can be auto-assigned; the assignee is the one specific agent currently responsible for the reply. Either, both, or neither can be set on a conversation at any time. _**Permissions:** only **administrators** can create, edit, or delete teams. Regular agents can see the list of teams and the conversations assigned to teams they belong to, but cannot manage teams._ ![](https://app.chatwoot.com/rails/active_storage/blobs/redirect/eyJfcmFpbHMiOnsibWVzc2FnZSI6IkJBaHBCTWVTSVFVPSIsImV4cCI6bnVsbCwicHVyIjoiYmxvYl9pZCJ9fQ==--814128187fae33803cc3afda06ce63d6f25eaba3/teams.jpg) ## Managing teams ### Creating a team Creating a team is a three-step wizard. **Step 1 — Open the create flow.** Go to **Settings → Teams** and click **Create new team** in the top-right of the page. **Step 2 — Set the basics.** Fill in the form: | Field | What it's for | | --- | --- | | Team Name | A short, recognizable name. E.g. Sales, Support, Engineering. Required and must be unique in your account. | | Team Description | A one-line description of what the team handles. E.g. "Resolves queries related to sales of Hopkins products." | | Allow auto assign for this team | When ticked, conversations assigned to this team are automatically distributed to its agents. When unticked, conversations stay in the team's queue as unassigned until someone picks them up. | ![](https://app.chatwoot.com/rails/active_storage/blobs/redirect/eyJfcmFpbHMiOnsibWVzc2FnZSI6IkJBaHBCQWVVSVFVPSIsImV4cCI6bnVsbCwicHVyIjoiYmxvYl9pZCJ9fQ==--7db0a3a777ea3ea42e0f4e66bc7de86d979cc944/add-team.jpg) Click **Create team**. **Step 3 — Add agents.** Pick the agents who should be members of this team. Tick the checkbox next to each agent and click **Add agents**. Only agents you add here will see the team's conversations and be eligible for auto-assignment from it. ![](https://app.chatwoot.com/rails/active_storage/blobs/redirect/eyJfcmFpbHMiOnsibWVzc2FnZSI6IkJBaHBCQW1WSVFVPSIsImV4cCI6bnVsbCwicHVyIjoiYmxvYl9pZCJ9fQ==--74e60a8439165e69fb1be68a7602364d9334eb5c/add-agents-to-team.jpg) **Step 4 — Finish.** Click **Finish** on the confirmation screen. Your new team appears in the team list at **Settings → Teams**. --- ### Editing a team 1. Go to **Settings → Teams**. 2. Find the team you want to edit and click the **settings icon** next to it — two horizontal sliders (tooltip: _Edit team_). 3. You'll be taken back through the same multi-step flow used during creation: - **Edit the basics** — change the name, description, or auto-assign setting. Click **Update team**. - **Edit agents** — add or remove members by ticking/unticking the checkboxes. Click **Update agents in team**. - **Finish** — confirm the changes. To discard changes mid-flow, use the **Back** button at the top-left of the screen. --- ### Deleting a team 1. Go to **Settings → Teams**. 2. Find the team you want to delete and click the **trash (bin) icon** next to it (tooltip: _Delete_). The icon turns red on hover. 3. A confirmation modal appears with the title _"Are you sure you want to delete the team?"_ and the message _"Deleting the team will remove the team assignment from the conversations assigned to this team."_ 4. **Type the team's name into the confirmation field** — this is required to enable the delete button. Then click **Delete ** to confirm, or **Cancel** to back out. **What happens to existing conversations when you delete a team?** The conversations themselves are _not_ deleted — but their **team assignment is cleared**. Each conversation that was assigned to the deleted team will simply have no team going forward; their individual assignees and other attributes are unchanged. If you want the conversations re-routed to a different team, do that _before_ deleting. > > **Note:** there's no requirement that a team be empty before deletion. You can delete a team that still has agents assigned to it — the agents just lose their membership; their user accounts stay intact. > > --- ## How to use teams Once a team exists, it becomes available almost everywhere conversations get routed, filtered, or analyzed. Here's the full set of places you can use a team in Voxys Connect. ### 1. Assign a conversation to a team The most direct use. Open any conversation, find the **Team** field in the conversation actions panel on the right sidebar, and pick a team from the dropdown. - If the team has **auto-assign enabled**, an agent on that team is picked automatically and becomes the assignee. - If the conversation has an existing assignee who is _not_ a member of the new team, the assignee is cleared so auto-assignment can pick a valid one. - If auto-assign is off, the conversation stays unassigned but is now scoped to the team — anyone on the team can pick it up. You can change or remove the team at any time from the same dropdown. ### 2. Assign teams in bulk In the conversation list, select multiple conversations using the checkboxes and use the bulk action bar at the top to **assign a team** to all of them at once. Useful during incidents — bulk-route every affected conversation to the team that owns the fix. ### 3. Filter conversations by team In the conversation list, you can narrow what you see to a specific team: - Use the **Team** filter in the conversation list filter panel. - Or save a folder with a team condition for one-click access. Common saved folders worth building: - _My team's open queue_ — Team = _Support_, Status = _Open_ - _Engineering bugs_ — Team = _Engineering_, Label = `bug-report` - _Unassigned in my team_ — Team = _Support_, Assignee = _None_ ### 4. Use teams in automation rules Automation rules integrate with teams in two ways: - **As a condition** — _"If team is Engineering, do X."_ - **As an action** — _"Assign team Engineering"_, or _"Remove assigned team."_ This is how you wire up rules like: - _"Any conversation containing the word `invoice` → assign team Finance."_ - _"Any conversation labeled `vip` → assign team Senior Support and set priority High."_ ### 5. Use teams in macros When building a macro, the action picker offers: - **Assign Team** — set the team - **Remove Assigned Team** — clear it So a macro like _Escalate to engineering_ can in one click: assign team _Engineering_, set priority _High_, add label `escalated`, and send a templated message. ### 6. Filter and scope reports Under **Reports → Team**, you get a dedicated **Team Report** that shows the six core metrics (Conversations Created, Incoming Messages, Outgoing Messages, Avg First Response Time, Avg Resolution Time, Resolutions Count) scoped to a single team. Pick a team from the filter, set a date range, and you're comparing team-level performance with the same toolkit as inboxes and agents. CSAT and SLA reports also accept a team filter, so you can answer: - _"How does Engineering's CSAT compare to Support's?"_ - _"How often is the Senior Support team breaching SLA?"_ --- ## How teams interact with inboxes and assignees It's easy to mix these three concepts up. The difference matters: | Concept | Scope | What it controls | | --- | --- | --- | | Inbox | Per channel | Which agents can see and reply to conversations on that channel | | Team | Account-wide | Which agents should handle a conversation, used for routing and reporting | | Assignee | Per conversation | Which one specific agent is currently responsible for replying | --- ## Frequently asked questions **Can an agent be in multiple teams?** Yes. Agents can belong to as many teams as you want. A single agent can be in _Support_, _Engineering_, and _VIP Response_ simultaneously. **Can a conversation belong to multiple teams?** No. A conversation has at most one team at a time. If you need multi-team awareness, use **labels** alongside team assignment. **What happens if I turn auto-assign off?** New conversations assigned to the team after the change won't be auto-distributed; they'll wait in the team's unassigned queue. Existing assignments are unaffected. **If I remove an agent from a team, what happens to their conversations?** Conversations they were already assigned to stay assigned to them — being removed from the team doesn't yank existing work. New auto-assignments in that team will skip them. **Can a non-admin create or edit a team?** No. Team management is administrator-only. Non-admins can see teams and work on team-assigned conversations, but cannot modify the team list or membership. **Why does the assignee disappear when I switch a conversation's team?** If the current assignee isn't a member of the new team, Voxys Connect clears the assignee so auto-assignment can pick a valid team member. This prevents conversations being "stuck" with an agent who no longer belongs to the responsible team. **Are deleted teams recoverable?** No. Team deletion is permanent. The conversations survive (with their team field cleared) but the team record itself is gone. Re-create it with the same name if needed, but it's a brand-new team. **Is there a limit on how many teams I can create?** There's no hard cap in the product. Practical advice: keep the count small enough that the team list fits on one screen. If you find yourself with twenty teams, you've probably split too finely.