Teams & Assignment
As your business grows, more than one person may handle customers. Teams let you invite members, give them roles, and route conversations to the right person.
Verified from product architecture
This article describes teams and assignment conceptually. The exact roles, permissions, and routing options in your workspace depend on your plan and the current version of the application.
Members and roles
- Members — the people you invite into your business workspace.
- Roles — determine what a member can see and do. Higher roles typically manage settings and billing; everyday roles focus on handling conversations.
Availability
The number of members you can add and the roles available depend on your plan. Your live dashboard is authoritative for seats and permissions on your subscription.
Assignment
Assignment decides who owns a conversation or customer. A conversation can be assigned manually by a teammate, or automatically by an automation — for example routing a new lead to a specific person or team.
Queues and unassigned work
- Unassigned — conversations waiting for someone to pick them up.
- Queues — group work so the right team sees what is relevant to them.
- Collaboration — teammates share the same customer context so handovers are smooth.
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