Teams

Team Routing

Decide which agent picks up, in what order, and what happens when nobody can.

Routing strategies

Strategy	Behavior	Use when
Priority	Always try the top agent first	One specialist, others as backup
Round-robin	Even distribution across agents	Identical agents at volume
Skill match	Score intent against agent skills	Mixed intents on one number
Time window	Schedule-driven assignment	Follow-the-sun coverage

Overflow

If no agent in the team is available, overflow sends the caller to voicemail, a fallback number, or a queue with an estimated wait message.

Example configuration

yaml

team: sales
strategy: skill_match
members:
  - agent: agt_intake
    skills: [pricing, general]
  - agent: agt_enterprise
    skills: [contracts, security]
overflow:
  action: transfer
  number: "+1-555-0142"