A team allows the AI to automatically transfer the conversation to one of its members, either because the lead was qualified or because the conversation was escalated.
🧭 Step by step
1) Go to the Settings menu.
2) Enter Teams.
3) Click “Add team”.
4) Assign a representative name to the team.
5) Choose the assignment rule:
• Round Robin: assigns conversations sequentially among members.
• Balanced: assigns to whoever has fewer active conversations.
6) Select the users who will be part of the team.
7) Save the changes.
You can now use that team to hand off conversations. 🙌
Note: to create teams, users must first be added in Settings > Users.