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How-to guideWorkspace

Create a team

Group agents so the bot, the AI and call menus can hand chats and calls to the right people.

3 minutesOwners and adminsUpdated

A team, like Wholesale or Support, receives the chats and calls handed to it: by a bot flow, by the AI, by a call menu, or by an agent transferring a call.

Before you start

Section titled “Before you start”

Create the team

Section titled “Create the team”

  1. Go to Settings > Teams and click Add team.

  2. In Name, enter the team’s name, like Wholesale. Your agents see it; customers don’t.

  3. In Assignment strategy, choose how chats are shared:

    • Round robin: takes turns, so everyone gets an even share.
    • Load balanced: goes to the available agent with the fewest open chats.
    • Manual queue: chats wait in the queue until an agent picks one.

  4. Click Create.

    Open in Soosh

Add people to the team

Section titled “Add people to the team”

You can add people once the team is created.

  1. Under Add members, find each person.
  2. Click Agent to add them as an agent, or Manager to add them as the team’s manager.

Result

Section titled “Result”

The team appears wherever chats and calls are handed over: in bot flows, in Bot settings > AI assistant > Hand over to, in call menus and call transfers, and as a filter on the Queue page.

Section titled “Related”