Teams

Teams let you group people in your Resool workspace, such as Support, Sales or a regional branch, so you can route and assign conversations to the whole group and control what each agent sees. A team has a name, an optional description and a list of members, and one person can belong to several teams.

#What teams are used for

• Routing and assignment: assign a conversation to a team from the Inbox, set a channel's routing team in Channel Settings, or use Assign to a team in a workflow.
• What agents see: members whose role only includes See their teams' conversations (like the built-in Agent and Viewer roles) see conversations routed to their teams, plus those assigned to them or where they're a collaborator. See Roles and Permissions.
• Inbox views: each team has its own view under Teams in the Inbox, and people without See all conversations get a My teams view instead of All conversations.
• Sharing: share custom inboxes, recordings and spaces with whole teams instead of person by person.
• Reporting: filter the dashboard's team members card by team.

#Before you begin

• You need the Create and edit teams permission to add, edit or delete teams. It's included in the built-in Owner, Admin and Manager roles.
• Everyone with See members and teams can open the Teams page and see who is in each team.
• Invite people before adding them to a team. See Inviting Teammates.

#How to create a team

1. Go to Settings › Teams.
2. Click Add team.
3. Enter a Team name, for example "Marketing team".
4. Optionally, add a Team description, for example "Handles marketing contacts."
5. In Team members, type a name and pick the people to add.
6. Click Save changes.

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Settings › Teams › Add team

The "Add team" dialog with Team name "Support", a short Team description, three people selected in Team members, and the Save changes button.

File: screenshots/teams-add-dialog.png

The new team appears in the list with its member count.

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Settings › Teams

The Teams table with three teams (Support, Sales, Riyadh branch), their descriptions, member avatars and counts, and the ⋯ menu open on one row showing Manage and Delete.

File: screenshots/teams-list.png

#How to edit a team

1. Go to Settings › Teams.
2. Click ⋯ on the team's row and choose Manage.
3. Rename the team, change its description, or add and remove members.
4. Click Save changes.

You can also change one person's teams from Settings › Members with ⋯ › Edit teams, or pick teams when you invite someone.

#How to delete a team

1. Go to Settings › Teams.
2. Click ⋯ on the team's row and choose Delete.
3. In the confirmation dialog, click Delete.

Members stay in the workspace; only the team is removed.

#Notes and limitations

• A team name must be at least 2 and at most 60 characters; the description can be up to 300 characters.
• Team changes are recorded in the Audit log, and a team's earlier name and description can be restored from there.
• Before deleting a team, check any channel routing, workflows or AI agent hand-offs that use it, and point them to another team.

#FAQ and troubleshooting

#An agent says they can't see a conversation. What can I check?

• Check the agent's role. If it only has See their teams' conversations, the conversation must be routed to one of their teams, assigned to them, or have them as a collaborator.
• Check the agent's teams in Settings › Members.
• Check which team the conversation is routed to, or assign it to the agent directly.

#Can one person be in more than one team?

Yes. Add them to as many teams as you need. They see the conversations of all their teams.

#Do I need teams if my workspace is small?

No. Teams are optional. Without teams, give people a role that can See all conversations, or assign conversations to them directly.

#What's next?

• Roles and Permissions
• Assigning Conversations
• Channel Settings: Routing, Auto-assign and Satisfaction Surveys
• Custom Inboxes