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Teams let you organize your Agents into groups based on their responsibilities. A user can be part of multiple Teams. You can assign conversations to a Team when you are working collaboratively.

Click on the sidebar Settings button on the Live Agent Dashboard.

Live Agent Dashboard Settings
Live Agent Dashboard Settings

Click on Teams and then on the Create New Team button on the right-hand side.

Live Agent Teams Home Screen

The screen below will open, where you can add any Teams you need. Create Teams, and assign tickets/Conversations accordingly, in such a way that assigned Agents only need to work within their respective Team.

Live Agent Add Teams Details
Add Teams Details
Field Name Value Remarks
Team Name Assign a name for the Team For example, Support
Team Description Give a short description about the Team For example,: Team to resolve issues related to the product
Checkbox Check this box if you would like to auto assign the Conversations in this Team If this is not checked, the Conversation will remain as unassigned.
  • Click on Create Team. The screen below will open up, where you can add Agents to a Team. All added Agents will be notified when a Conversation is assigned to their Team.
Add Agents to Teams Screen
Add Agents to Teams

Click on Add Agents after checking each checkbox for all Agents needed for this Team. Only these Agents will be able to see these Teams on their screens.

Teams Create Finish Screen

Click on Finish.

The Team has been created. You can always edit or delete the Team as per your need.

Teams Settings Screen
Teams Settings