Creating a Team

Teams let you route calls to the right agent or human based on rules. Think of it as a smart switchboard.

Build the team

1. 1

   Create a team

   Go to Creator → Teams → New Team and name it, for example "Sales Team."

2. 2

   Add agents

   Drag agents into the team. Order matters — top to bottom is priority.

3. 3

   Set routing rules

   Choose how incoming conversations are distributed across the team.

4. 4

   Assign a number

   The team gets a phone number. Callers reach the team, not an individual agent.

Routing rules