Overview
Group agents into teams and configure maintainable routing rules for incoming customer conversations.
Before You Start
- Teams and Routing access in the current plan.
- Active agents assigned to the organization.
- Permission to manage teams and rules.
Steps
1. Open Teams
Choose Teams from the tenant navigation and review existing team membership.
2. Create a team
Add a team with a clear operational name such as Sales, Support, or Renewals.
3. Add team members
Select the agents who should receive and manage work for the team.
4. Open Rules
Use the Rules page under Teams to define how eligible conversations should be routed.
5. Test with a new conversation
Send a test message through the target channel and confirm the expected team or agent receives ownership.
Recommended Practices
- Keep team responsibilities distinct.
- Avoid overlapping rules that could make ownership unclear.
- Retest routing whenever team membership changes.
What Happens Next
Incoming conversations can enter predictable queues with clear responsibility for the next response.
Frequently Asked Questions
Can an agent belong to more than one team?
Use the team configuration supported by your organization and avoid memberships that make routing responsibility ambiguous.
Do routing rules replace manual assignment?
No. Authorized users can still reassign an individual conversation when operational needs change.