Manage team settings and assignments

You can control the conversations that teams have access to so that team members can resolve conversations more efficiently. Enterprise plan members and members with the Advanced Inbox add-on can also automatically route messages to a specific team, to make sure that conversations don't get missed.

Choose to allow agents to customize their queue display by applying filters and changing the sort order of the queue so they can better streamline their workflows.

Don't have your teams set up yet? See Create or delete a team.

Route messages and set queue options

Choose which conversations individual teams or agents can access and specify whether they can filter and sort the queue.

1. In Inbox 2.0, select Admin settings.
2. Expand Queue, select Team settings.
3. Point to the actions area next to a team and select Edit .
4. To limit the conversations that team members can see, select the This team can only see conversations which have been routed to this team checkbox.

   Note: If an agent on a team has access to channels outside their team and you select this option, some conversations may not be visible to them. If you don't select the option, team members will see all conversations, not just those routed to their team.

5. Enterprise plan members and members with the Advanced Inbox add-on can enable individual routing which will restrict the number of conversations that any agent in the team can be assigned at any given time. To do this, select the Only have maximum number of conversations assigned checkbox, and specify the number of conversations that can be assigned to an agent at any one time in the Maximum number of assigned conversations field.
6. To control how agents can view and sort conversations, set the following options:
• Select the Use any of the queue filters checkbox to allow agents to view and filter conversations. If you clear this checkbox, agents can see all unassigned conversations, and their owned conversations. They cannot see conversations owned by other team members.
• Select the Change the sorting order of the queue checkbox to allow agents to sort the queue by newest, oldest, new, or pending conversations. If you clear this checkbox, you can set the sort order for the team.