Teams
Group members into teams, decide which channels each team sees, and route work by team.
Teams groups people so work can be routed to a group rather than to individuals. A person's role decides what they may do; their teams decide where — which conversations, campaigns and channels are theirs.
Who Can Do What
| Task | Ability needed | Roles by default |
|---|---|---|
| Open Teams and see who is in a team | See teams | Everyone |
| Add and remove people, edit a team's Details | Add and remove team members | Manager, Admin, Owner |
| Create or delete a team, set Channel Access | Create, edit and delete teams | Admin, Owner |
Team Management at /dashboard/settings/team lists the teams you belong to, each with its
colour, code and member count. Click a card to open the team's page.
Create a Team
Click Create Team. You only see it if you can create teams.
Enter a Team Name of at least three characters.
Enter a Team Code — at least two characters, letters, numbers and hyphens only, no spaces. Type a space and the form suggests a hyphenated version.
Pick a Team Color, or type a hex value such as #5A8CC6. It marks the team across the dashboard.
Click Create Team.
If your plan's team allowance is used up, creation is refused with "You have reached the maximum limit of N teams."
Add People to a Team
Open the team. The Members tab lists everyone in it with their Role and the date they Joined, plus anyone invited but not yet joined.
To add someone who already has an account, click Add existing user and click Add next to them. "All users are already in this team" means there is nobody left to add.
To bring in someone new, click Invite new user, enter their Name, Email and Role, and click Send invite. "They will join this team as soon as they accept."
To take someone out, use Remove Member on their row and confirm. Removing someone from a team does not remove them from the organisation — that happens in Members.
You can also set a person's teams from their own page in Members. A person can belong to several teams.
Owners and Admins reach every team whether or not they are in it. Team membership matters for Managers, Staff, Agents and Viewers — it is what limits them to their own teams' work.
Choose Which Channels a Team Sees
The Channels tab holds Channel Access: "Choose which channels this team can see. Changes save on their own. Org owners always see every channel." It decides which of your WhatsApp numbers, Instagram accounts, Facebook pages and webchat channels the team's conversations come from.
Open the team and go to the Channels tab.
Leave All channels on to give the team everything — "Includes any channel connected in the future."
Or switch All channels off and turn on the individual channels this team should see. Each is labelled with its name and a platform badge.
Wait for Saved to appear. There is no Save button.
Switching All channels off and selecting nothing shows "No channels selected — members of this team will not see any channel." Their Inbox will be empty. Either pick a channel or turn All channels back on.
How the Scope Is Worked Out
| Situation | What the person sees |
|---|---|
| Owner or Admin | Every channel, always |
| In several teams | The union of every team's channels — being in a team can only widen access |
| In one team with All channels on | Every channel |
| In no team at all | Every channel — scoping is opt-in per team |
Channel access controls what the dashboard shows. It is not an API permission boundary: API keys are organisation-wide and are not limited by team or channel. A key can, however, be limited to selected features — see Keys and Access.
A channel change takes effect straight away. Adding or removing a member can take up to a minute to change what they see — if a new team member still has the old view, wait, then refresh.
Connecting channels → · Filtering by channel in the Inbox →
Edit or Delete a Team
The Details tab, under Team Settings, lets you change the Team Name, Team Code, Team Color and Google review link, then Save Changes.
Below it, people who can delete teams see Delete Team. Confirm in the dialog — "This action cannot be undone."
Why Teams Matter for the Inbox
Teams are how work is routed without naming individuals:
- A ticket assigned to a team is available to every member of it
- The Inbox's team filter narrows any view to one team's work
- Channel Access decides which conversations reach the team in the first place
- Team-based routing survives people being on leave; individual routing does not
Designing Your Teams
| Approach | Works when |
|---|---|
| By function — Support, Sales, Billing | Different skills handle different questions |
| By language or region | You serve several markets |
| By shift | You run extended hours |
Avoid one team per person — routing becomes brittle. What a person may do is set by their role, and fine-tuning covers the exceptions. Which features appear in the menu at all is an organisation-wide choice in Features — there is no per-team feature setting.
Related Pages
- Members & Roles
- Features — hide or show whole features for everyone
- Channels
- Assignment & Reassignment
- Sidebar Filters